People talk.

It’s a fact of life, and these days talk about a business can happen in very public forums— often in the form of a review. What’s said is the customer’s prerogative, but a company’s reaction is entirely up to them.

A strategy for handling reviews —good and bad— gives staff clear guidelines for responding to customer feedback and, as a result, can greatly alter public perception.

During our latest #AptChat, we discussed how apartment companies are managing reviews— where they like getting them, how they monitor them and more. These are the highlights. (Click on the links to jump straight to a specific question.)

What is your current review strategy? Are you doing anything proactive to get residents to leave reviews?

Are there specific places where you try to direct customers to leave reviews? Which sites are at the top of your list, and why?

How are you monitoring for reviews? Any tools you love? Who is doing the monitoring, and what is your stance on responding?

Besides responding, what do you do to show customers that you’re taking action based on the feedback provided? Ideas here?

What needs to change/evolve in the industry conversation about reviews? What’s next? What do you think still needs improvement?

Our next #AptChat will be Tuesday, January 19, 2016 at 12 pm Eastern. In the meantime, be sure to sign up for #AptChat updates to get these recaps and more delivered straight to your inbox!