Review responses are an extension of the onsite team's customer service. Responding to all of your properties reviews in a consistent voice is critical for your online reputation and has SEO benefits. 89% of consumers say they are more likely to use a business that responds to all reviews, positive and negative. Here is a start to your reputation management playbook.
Generate new reviews • The property generated reviews in the last 6 months. • New residents are aware of how they can provide a review upon move-in. • Long-time residents have been invited to provide new feedback of your property. • Reviews reflect new updates and improvements that have been made to the community. • All review types (positive, negative, neutral) receive acknowledgement and responses. • Reviews are responded to within a week of publish date.
Get support in responding • The property team has adequate support, and a consistent brand voice in responding to reviews. • The team or a third party is able to provide high-quality, personalized responses that are in line with needs of the onsite team. • Responses to positive reviews have a straightforward approval process and are published efficiently. • Automated requests to review are sent to residents at important times (soon after move in, after maintenance request completed, after lease renewal, etc.). • Review monitoring is used for tracking reputation, ratings and responses. • Mobile-app or other easy-to-use processes allow the team to review and approve responses.
Learning Objectives:
Attendees will have a reputation management checklist to execute against.
Attendees will learn what reviews can effectively market a property.
Attendees will have best practices for how to effectively manage and respond to reviews.
.png)
