It's a Ratings and Review world, and no community can ignore them and hope those reviews will just go away. Watch us take actual reviews, break them down and construct impactful responses using our Save T.H.E.M. technique

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REPUTATION
MANAGEMENT
DECONSTRUCTED

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3 webinars over 3 days – totally free!

4. Jen
Piccotti
Lia
Nichole
Smith

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BASIC
TECHNIQUES
and
STRATEGIES

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Why should I worry about responding to
ratings and reviews?

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How you respond will demonstrate your commitment to
customer service to resident and establish expectations for how
prospects can expect to be treated at your community.
Ratings and reviews make up the bulk of the
content that residents, prospects, vendors and
employees view as a part of your reputation.

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Do people really care if companies respond
to online reviews?

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Source: Bazaarvoice

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There are 3 primary goals to convey
when responding to reviews

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Management is
responsive and
dependable
The community team is
committed to service
Our main goal is
resolution

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timing

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honesty

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empathy

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message

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Examples of responses to actual reviews

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From: -Anonymous-
Date posted: 2/21/2012
Years at this apartment: 2010 - 2012
The apartment complex has kids running around everywhere (sometimes
without parents). Hot tub was never open, always closed since people
would come and bathe in it.
People in this complex are from all over the world, but unfortunately some
people do not take care of the apartments. I could smell neighbors using
drugs below. Walls were thin so we could hear what the neighbors were
doing below us.
I felt like I paid too much on my rent for the space. Not a lot of storage
(small closet and only storage was on porch closet). Management team is
rude (agree with last post). I did not enjoy my time living here. Would not
recommend, check other apartments out in the area.

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Address the overall
issue.

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From: -Anonymous-
Date posted: 2/21/2012
Years at this apartment: 2010 - 2012
The apartment complex has kids running around everywhere (sometimes
without parents). Hot tub was never open, always closed since people
would come and bathe in it.
People in this complex are from all over the world, but unfortunately some
people do not take care of the apartments. I could smell neighbors using
drugs below. Walls were thin so we could hear what the neighbors were
doing below us.
I felt like I paid too much on my rent for the space. Not a lot of storage
(small closet and only storage was on porch closet). Management team is
rude (agree with last post). I did not enjoy my time living here. Would not
recommend, check other apartments out in the area.

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I’m sorry to hear that you are disappointed in your experience in our
community. I’m happy to report that the root cause of the hot tub temperature control issue
has finally been resolved and it has been open since May 1. It’s true that part of living in an
apartment community is that we sometimes do hear our neighbors, whether through the
walls themselves or while they are enjoying the outdoors. However, when resident
activities, especially suspected illegal activities, infringe on other residents’ quality of life,
we do want the opportunity to help resolve these kinds of
issues.
I apologize if you’ve felt our team has treated you rudely. It is my primary goal as
manager to ensure we are providing the best possible resident experience
every day. I’d like to opportunity to get more information on the challenges you’ve
experienced and work toward finding a resolution. My name is Anne, and I am the property
manager. Please call me xxx-xxx-xxxx so I may have the opportunity to assist.

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From: -Anonymous-
Date posted: 12/3/2013
Years at this apartment: 2012 - 2013
They charged me almost 900 bucks after I left the apartment,
they said the room was dirty including carpet, walls, tubs and
everything, a trash bag left in the room and charged me 30
bucks for that, and finally they even charged me 15 bucks for 2
broken light bulbs, this is the most ridiculous place I’ve ever
lived in, they charge you for cleaning the room and many
other things that don’t make no sense. What about the
contract? No, don’t even bother, I’ve never had any kind of
issues like this before, just do yourself a godlike favor and go
find somewhere else to live, their policy is BS.

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Clarify the policy.

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From: -Anonymous-
Date posted: 12/3/2013
Years at this apartment: 2012 - 2013
They charged me almost 900 bucks after I left the apartment,
they said the room was dirty including carpet, walls, tubs and
everything, a trash bag left in the room and charged me 30
bucks for that, and finally they even charged me 15 bucks for 2
broken light bulbs, this is the most ridiculous place I’ve ever
lived in, they charge you for cleaning the room and many
other things that don’t make no sense. What about the
contract? No, don’t even bother, I’ve never had any kind of
issues like this before, just do yourself a godlike favor and go
find somewhere else to live, their policy is BS.

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As this is an anonymous review, I am unable to address your concerns specifically. I would
like to explain however, the possible reasons why a security deposit may not be returned
to a resident who has moved out of our community. Security deposits are to cover the
expenses of any repairs or damages to the premises greater than normal
"wear and tear”. Examples of these damages are crayon or marker art on the walls,
broken windows, holes in the walls, or leaving trash or other items that have to be thrown
away. If the apartment is so dirty that it is unhealthy or unsafe, we can deduct for the cost of
making it habitable again for the next resident.
We provide every resident an itemized list of deductions within XX days of move-
out. This notification is sent to the resident’s new address or the last known address on file if
no forwarding address was given. Should you find that in your situation none of the above
mentioned scenarios apply to you, or if you have not received such notification, I encourage
you to contact me directly at XXX-XXX-XXXX so that we may discuss this matter specifically.

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From: -Anonymous-
Date posted: 6/28/2013
Years at this apartment: 2012 – 2013
My husband and I have lived here over a year and are very happy. The grounds
are well kept, and the staff is awesome. You will hear noise every now and
then, but that is to be expected living in an apartment complex. They have a
saltwater pool, which is nice. The fitness center is small (only 3 pieces of
equipment) but it has everything you need for cardio. The laundry room is
clean as well.
Maintenance is good, especially now that they have a new guy. He is always
moving a mile a minute. It is an older complex, so things are a bit dated, but
they are very good about taking care of everything and don't hesitate to
replace anything that is needed. We had to have our refrigerator replaced a
few months ago and they didn't try to put a band aid on it as it was just old
and beyond repair.
Overall, it is a nice place to live. Definitely check them out.

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Capitalize on the
good.

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From: -Anonymous-
Date posted: 6/28/2013
Years at this apartment: 2012 – 2013
My husband and I have lived here over a year and are very happy. The grounds
are well kept, and the staff is awesome. You will hear noise every now and
then, but that is to be expected living in an apartment complex. They have a
saltwater pool, which is nice. The fitness center is small (only 3 pieces of
equipment) but it has everything you need for cardio. The laundry room is
clean as well.
Maintenance is good, especially now that they have a new guy. He is always
moving a mile a minute. It is an older complex, so things are a bit dated, but
they are very good about taking care of everything and don't hesitate to
replace anything that is needed. We had to have our refrigerator replaced a
few months ago and they didn't try to put a band aid on it as it was just old
and beyond repair.
Overall, it is a nice place to live. Definitely check them out.

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Thank you for your feedback! I was delighted to see that you are enjoying living at
(community name). It made our day to hear that you have found our office and
maintenance teams to be helpful, professional and responsive to all of your needs. We
set very high standards for our performance and please note that I have passed
your comments along to the team.
I am happy to hear you found your interactions with our Service Team to be
enjoyable. They are constantly coming up with ways to outdo their already stellar
performance.
Again, thank you for the great compliments and please continue to give us your feedback
(positive and negative). We take all comments to heart and consider all resident
feedback to be valuable tools for improvement.

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Respond to all reviews – negative and positive
An online review is the beginning of a conversation
The intent is not to save face – you want to save THEM

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WEDNESDAY
Closing Leases
with
Confidence
FRIDAY
Overcoming
Objections 2.0

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THANK YOU
FOR
ATTENDING!