Category Archives: Customer Feedback

Difficult Residents Strike Again

Difficult residents seem to come with the territory of running an apartment complex, yet not many people talk about how to approach and create success with them. EPMS knows there are effective tools to help you listen to customers, respond…

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How to Handle Unhappy Residents

Feedback stings because there’s always a little but of truth in it. It might only reveal how others perceive us, but it is still their truth. With every truth, we have an opportunity to learn and improve and even turn…

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Managing Negative Feedback

“After seeing a brand’s response to a review, 71% of consumers change their perception of the brand.” Bazaar Voice   What is written in a negative review is not the only thing that is important. How you respond to a…

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Creating a 90 Day Reputation Management Plan

Having a positive online reputation is essential for any business, especially apartment communities. Prospects, competitors, and customers can easily research your community online to determine if you have a positive or negative reputation and then decide if they want to…

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How to Manage & Improve Online Reputation

Around the time of budget season or your first negative review you start to ask yourself if you should invest in online reputation management (ORM). Regardless of the outcome, the answer is always yes! ORM isn’t just about responding to…

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Turning a Negative Experience into a Positive Experience

In a perfect world, all of your customers are pleased with your community and their experience with your team and services. However, the reality is negative experiences happen and difficult customers exist. No matter how hard you try to prevent…

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Managing Your Online Reputation

You probably already figured this out, but you can’t opt out of an online reputation.  We’re learning that companies must take the initiative towards implementing an online reputation management strategy as early as possible.   If you are a company…

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Receiving Criticism

Receiving criticism is your chance to show off a rare skill; your ability to take negative feedback well. Believe me, it’s not easy. It takes years of practice and a lot of self-awareness. But you have an advantage. Because of…

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Extracting the Noise From Your Reviews

Interpreting a review can be a bit tricky. If your community is like most communities, you get a lot of feedback.

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3 Things You Should Know About Online Reputation Management

If you want a good online reputation, you have to build a good offline reputation. But how do you do that? Let’s start with defining online reputation management, so we can understand its value. Reputation management is the understanding or…

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