As prospects and residents search for their perfect apartment, they are turning to past and present residents' reviews about the communities to help decide their future home. One such site is
ApartmentRatings.com. I have blogged about this site before and I think it can only prove to strengthen the apartment industry if used in the right manner.
In reference to this site, I found another article posted on
RentalsBuzz.com, a property management site that pools together information on the apartment industry.
Thank you, Mike, for posting this article. As a Community Manager, I hope that we can learn the essence of good customer service by making sure we fix the issues that threaten to burden our communities. As the Community Manager at Asbury Plaza, my goal is to ensure residents and the property is taken care of.
Here is a repost of the article:
How To Find Apartment Rating GoldThis week’s tip is something I discovered when looking for a restaurant. As soon as I saw it, I was amazed how simple yet effective it was and it is something that you really should consider doing especially if you are using social media websites.So, let me start with a quick story. I was going out to eat with some friends and it was my job to pick the restaurant. I went on a popular website and started checking out all the reviews, and that quickly became a big mistake.No matter what restaurant I checked out, no matter how many positive reviews they had, I would read the negative reviews and would start to second-guess the place. I just couldn't make up my mind. Then I came across this one restaurant. They had a reputation for having good food and they had plenty of good reviews to back that up, but they had a few negative comments as well and I had to read them.Of course, as soon as I read the negative comments, I thought it was time to move on, but I then saw something that totally changed my mind and rethink this restaurant. Actually, I choose this restaurant because of what I started reading next and it ended being a great choice.So what did I see and read that changed my mind...well, immediately under the negative comments there were responses by the manager of the restaurant. She had taken the time to respond back and address every one of them. Now that sounds simple, and it is, but how many actually do it. Plus, it was how she responded that really made an impact.Here is what she did:
- She thanked the person for coming to the restaurant and taking the time to write the review online, even though the review was negative and written on a popular website.
- She then apologized for their bad experience and she acknowledged the mistake(s) the restaurant made.
- She explained to the reviewer why something might have happened the way it did or how the restaurant usually handles their situation.
- She very politely hoped the reviewer would visit the restaurant again and have a better time next time.
That's it, again very simple but very powerful and almost every negative reviewer responded back to the manager, thanking her for responding to their critique and all said they would try the place again and one reviewer even apologized and said that they would definitely go back.It was amazing, it was another way for this restaurant manager to go the extra mile for their customers, even the ones that were criticizing them. By the way, she did respond to every positive review as well, and thanked the person for what they wrote.So, how can this relate to rental properties?Well, if you have ever searched online for rentals, you will quickly see many websites (some very popular) that allow apartments to be rated or commented on and it doesn't end there.People have and will comment on Facebook, Twitter, etc. about their apartment. Think how easy it is, within a few seconds, someone can have their comment posted and with most websites being picked up by major search engines, that comment will be found through Google whenever someone searches for your community.Can you see the huge opportunity that you have by taking a few minutes each week or even month and responding to reviews or comments about your property. The Internet not only allows anyone to write a review or make a comment, it also makes it easy for us to find that review and respond to it, which is something we were not able to do before and we should take advantage of it. In addition, by responding the right way to negative comments or reviews, it sends a powerful message to current and prospective tenants, that we are listening to them and we care about what they think.*reposted with permission from Michael Marcone. He can be contacted at his email address mike@rentalsbuzz.com.