![[AptChat] 1:12:16 (small)](https://i0.wp.com/aptchat.org/wp-content/uploads/2016/01/AptChat-11216-small.jpg)
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.)
- Q1: What is your current review strategy? Are you doing anything proactive to get residents to leave reviews?
- Q2: Are there specific places where you try to direct customers to leave reviews? Which sites are at the top of your list, and why?
- Q3: How are you monitoring for reviews? Any tools you love? Who is doing the monitoring, and what is your stance on responding?
- Q3A: Besides responding, what do you do to show customers that you’re taking action based on the feedback provided? Ideas here?
- Q4: What needs to change/evolve in the industry conversation about reviews? What’s next? What do you think still needs improvement?
What is your current review strategy? Are you doing anything proactive to get residents to leave reviews?
@AptChat We created collateral which is visible & available in all offices providing info & links to all review sites. #AptChat
— Landmark Apt Trust (@_LiveLifeWell_) January 12, 2016
A1: We see a few strategies from our clients. Most tend to ask for reviews at certain lifecycle points like after move-in. #AptChat
— Danielle C. Noel (@daniellecnoel) January 12, 2016
@daniellecnoel Have you seen any particular touch points that tend to be better times to ask? #AptChat
— Apartment Chat (@AptChat) January 12, 2016
@AptChat I think you get more responses at MI (if it went well) bc they are still so excited! Surveys tend to do better for WOs. #AptChat
— Danielle C. Noel (@daniellecnoel) January 12, 2016
A1. Hey #aptchat! @WCSmithDC we are in year 2 of our resident survey program.We have seen HUGE increases in online reviews as a result
— Holli Beckman (@Apartmentalist) January 12, 2016
@AptChat A1: @signarama re-directs clients to their FB reviews page when you click “approved” on your online proof in their portal. #aptchat
— Kristi Fickert (@Marketing_Mommy) January 12, 2016
Our teams in TX will have the resident use the wifi cafe computers and walk them through leaving a review. #aptchat
— Michelle Wood (@MichelleWood06) January 12, 2016
Are there specific places where you try to direct customers to leave reviews? Which sites are at the top of your list, and why?
A2: Apartment Ratings, Facebook, Google +, & Yelp are the primary sites we ask for reviews. #AptChat
— Landmark Apt Trust (@_LiveLifeWell_) January 12, 2016
@_LiveLifeWell_ Since the ILSs are now displaying reviews, has that impacted this list at all? #AptChat
— Apartment Chat (@AptChat) January 12, 2016
@AptChat Not yet, once the ILS reviews gain additional momentum we will re-evaluate. It’s a constantly evolving list.
— Landmark Apt Trust (@_LiveLifeWell_) January 12, 2016
How are you monitoring for reviews? Any tools you love? Who is doing the monitoring, and what is your stance on responding?
@MichelleWood06 Having a reputation management dashboard is SO key. Most will auto-send msgs to you when new reviews come! #aptchat
— Khara (@leftnwrite08) January 12, 2016
Yes!! Who do you use? @leftnwrite08 @MichelleWood06 #AptChat
— Danielle C. Noel (@daniellecnoel) January 12, 2016
@daniellecnoel @MichelleWood06 We used ResPage, switching to Soci I believe. I also have Google Alerts set up for EVERYTHING! #aptchat
— Khara (@leftnwrite08) January 12, 2016
@MichelleWood06 @AptChat an easy app that I use is mention…it tells me if I’ve been talked about anywhere-not just review sites
— Holli Beckman (@Apartmentalist) January 12, 2016
@AptChat A3: Our clients stance on responding really varies! From 24hrs to within the month! My personal opinion is def within 48! #AptChat
— Danielle C. Noel (@daniellecnoel) January 12, 2016
A3 ASAP ..no excuses #aptchat
— Jonathan Saar (@JonathanSaar) January 12, 2016
A3: we currently use @chatmeter, however @binaryfountain has a great product also. Our goal is to respond to 100% of our reviews. #AptChat
— Landmark Apt Trust (@_LiveLifeWell_) January 12, 2016
Besides responding, what do you do to show customers that you’re taking action based on the feedback provided? Ideas here?
@AptChat We’ll share updates with customers on diff. channels. i.e. “Based on YOUR feedback, we’re [doing X, Y, and Z]!” #aptchat
— Khara (@leftnwrite08) January 12, 2016
@AptChat I think if you know who wrote it, you should call them! Also a “We Heard You” campaign and show based on reviews…#AptChat
— Danielle C. Noel (@daniellecnoel) January 12, 2016
What needs to change/evolve in the industry conversation about reviews? What’s next? What do you think still needs improvement?
@AptChat A4: They really aren’t going anywhere. And the industry needs to understand that and make them a priority. #AptChat
— Danielle C. Noel (@daniellecnoel) January 12, 2016
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!