Maximize the “good” that’s happening in your community every day. Drown out those negative comments by asking your satisfied residents to stand up and be heard! Here are 3 simple ways to generate gratitude online.
STEP ONE: Start with a clean slate.
Respond to all reviews that have been posted within the last 6 months. Even if some of those are regarding the previous manager or management company.
Sample response for old reviews:
Although this comment was posted x years ago, I feel everyone who takes the time to leave their feedback deserves a response. I’m sorry that your experience was less than stellar at community name and I can assure you that wonderful changes have taken place to improve the level of service and resident satisfaction. If you are currently a resident, I invite you to meet with me directly if you still have any concerns. If you are no longer a resident, I encourage you to stop by community name for a visit. We’d love show you the changes in person!
STEP TWO: Give them something good to talk about.
Residents have two reasons to post a review about your community. #1, they have a problem/issue/concern that has gone unresolved or #2, they want to sing your praises. So, is living at your community worry-free or worrisome? Is there a common thread among the reviews (i.e., outstanding maintenance issues, office is unresponsive, etc.).
Listen to what these reviews are saying and make the necessary changes. Sometimes, the changes are as simple as putting a new procedure in place (ex: setting a deadline for returning calls and emails). More often than not, these changes have no financial impact on your community budget!
STEP THREE: Seize the moment.
Did you just get a “thank you” from a resident? When a compliment is received, acknowledge the feedback and let the resident know you plan on sharing it with the rest of the team. Then, take it a step further and ask the resident if they would be willing to repeat their great experience on your ratings and review page.
Provide the resident with the direct link to your page (either by email or a pre-printed card). Happy residents will gladly post a positive review. All you need to do is ask! Another option – if you have a business center – is to bookmark your page. Encourage your resident to post their comment before they have a chance to leave your office.
Remember, what happens onsite could end up online – give residents something good to talk about!