reputation management for property management professionals

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reputation MANAGEMENTCharity Zierten

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why MONITOR?


attract & RETAIN residents:amplify LOCAL REACH


improve LOCAL REACH


52% of RESIDENTSuse/would use

ratings & REVIEW siteswhen apartment shopping.


reviews & SEARCH


78% who SEARCH locally on their phone make a purchase.

IMAGE CREDIT: Shutterstock


63% of RESIDENTSwould post a positive

REVIEW of their residentEXPERIENCE if asked...

but only 8% were asked!


The raccoonsdon't care if

you are aroundor not, they are

always thereand will

chase YOU off!

”

“


millions of reviews per DAY


unintended CONSEQUENCES


common REPUTATION issues


beware the UNKNOWN


getting STARTED


inventory PRESENCE


how to MONITOR?

ApartmentRatings is demonstrating some very positive outcomes with verified resident reviews


listen & TRACK


response PLANNING


reviews are the BEGINNINGof the CONVERSATION


set OBJECTIVES


respond to EVERY review


if you don’t RESPOND…someone else WILL.


personalize RESPONSES


positive FEEDBACK


but say MORE than “thank you”


constructive CRITICISM


Over 51%of Facebook users & 81% of Twitter usersEXPECT A RESPONSEto online complaintsor questions withinONE DAY.

focus first on maintenance, safety, & service


address ANONYMOUS reviewers


negative FEEDBACK


apologize & ADMIT MISTAKES

don’t repeat negative comments or company name within the response


sense of HUMOR


to delete or to KEEP?


it HAPPENS

capture image, delete comment, ban user


but don’t…

fake reviews are easy to spot


no “astroturfing” allowed


$350,000 in fines “operation clean turf”


proactive PROTECTION


STATISTICS SOURCES:• Business Insider• Neustar Localeze• Moz

• Shareaholic• Google• Search Engine Journal

• SatisFacts• comScore• Digital Trends

IMAGES CREDIT: Shutterstock, Apartment All Stars, Yelp, Twitter,