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Customer Feedback: Responding to the Voice of Your Customer

Difficult Residents Strike Again

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

does your company need an I am annoyed departmentDifficult 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 to their feedback and understand and enhance overall customer experience and we are eager to share them with you.

The goal is to understand feedback through the eyes of your customers and to manage their expectations, especially online. It is easier and more or a resident to post a “bad” review than a good review. Let’s change that today by focusing on these areas:

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How to Handle Unhappy Residents

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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 an unhappy resident into a happy one.

The real trick to turning a negative into a positive is in how you respond. We have to stop and listen as this gives us an opportunity to understand the emotion while also composing ourselves and pushing away the instinct to become defensive.

Care and mean it; simply care. Stop what you’re doing and take interest in the conversation. Actively solicit feedback and create the feeling that you are constantly striving to improve their experience. In other words, demonstrate that you care. If you care about your residents, your customers are going to care about you.

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Managing Negative Feedback

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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 review is just as important as the score and what is being said in the written portion. Prospects and residents are reading reviews, but in some cases, they are more interested in how you handle problems. Do you take ownership? Do you problem solve? Do you sincerely apologize? Hopefully your answer is yes to all of these questions.

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Creating a 90 Day Reputation Management Plan

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Create a 90 dayHaving 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 do business with you before you every have the opportunity to have a conversation. Just one negative resource or comment can deter a prospect.

 

A positive online reputation will encourage them to pick up the phone or walk in your leasing office. With that being said, investing in reputation management is crucial for your business, and having a 90-Day Reputation Management Plan is a necessity.

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How to Manage & Improve Online Reputation

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

Managing Your Online ReputationAround 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 negative reviews or developing SEO tactics to increase or push your positive reviews above the negative reviews. It’s a daily practice that every property manager or marketing director should be focused on in order to protect the brand’s reputation.

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Receiving Criticism

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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 the nature of our business, you get to practice receiving feedback almost daily. You get real feedback from your real customers all the time. You don’t have to wait for an annual performance review or even a survey. Read More

3 Things You Should Know About Online Reputation Management

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

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 influencing of a business’s or even an individual’s reputation. The key word here is influencing. Read More

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