It’s a typical day in the office when a resident walks in, looks you straight in the eye and says, “I just wanted to say I love living here. The entire team is so friendly, the community always looks amazing and I would definitely recommend anyone looking for a new place to move here.”
You mechanically reply, “Thank you for your feedback. We strive to provide a top quality living experience for all our residents. Please let us know if there is anything you need in the future.”
Talk about awkward!
Reviews are merely residents sharing their experiences in written form. How you respond to an online review is no different than if the compliment or complaint were told to you verbally. Repeat and overused phrases may be an efficient strategy for responding but they come across as cold and emotionless. Many think it’s easier to have a bank of ready-to-go responses, but as renters tend to read an average of 6-10 reviews per community, repeat and formulaic responses are complete turn-offs.