Category Archives: Ratings & Reviews

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Four Things Not to Do When Responding to Apartment Reviews

We have talked about 4 secrets to success when managing your apartment reviews, so let’s now talk about what not to do. But before we run through the list, I want to share some food for thought. You create the…

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Who Should Be Accountable for Responding to Apartment Reviews?

Most of us are very focused on building our reputation, which is good, but are we also focused on building character and accountability? Are we making those important changes to truly improve our customer experience? Are we owning our mistakes…

Posted in: Customer Experience, Ratings & Reviews |


How We Receive and Process Criticism

How open are you to customer feedback?  I know, it’s not one of those questions we really like to answer.  And, are we ever truly honest with ourselves? Let’s think about how we receive and process criticism.

Posted in: Customer Feedback, Ratings & Reviews, Uncategorized |


How to Improve Your Online Reputation

So you got a bad review.  It isn’t the end of the world if you have a reputation management strategy in place that minimizes the damage of the occasional Negative Nancy.  Reputation management is not about controlling what others say….

Posted in: Customer Feedback, Ratings & Reviews |


Don’t Fall Victim to the Fake Apartment Reviews Game

In this day and age of social media and online reviews, the temptation to defend your brand – including your apartment community and management group – reputation by posting anonymous (and particularly self-serving) reviews has increased.  Garnter, an independent research…

Posted in: Ratings & Reviews |


Hell Hath No Fury Like a Customer Scorned

Imagine your residents listening in on a phone conversation between you and one very unhappy resident — the type of conversation that raises your blood pressure and causes you to move the telephone handset at least 12 inches from your…

Posted in: Customer Experience, Ratings & Reviews |


What Is Really in an Apartment Review?

Have you ever asked yourself why people leave apartment reviews?  I know this sounds strange, but the feedback is not necessarily for you. 73% of Millennials think other consumers care about their opinions more than companies do (BazaarVoice, January 2012). …

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The Funniest Real Apartment Reviews We’ve Seen

Residents say the darndest things!  Sometimes reading the absurdity, silliness, and brutal honesty found in apartment reviews is the highlight of my day.  Who knew apartment reviews were such a goldmine of internet humor?

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Apartment Ratings and Reviews: Understanding the Motivation

Did you know that 80% of people who review products online give those products a 4-5 star rating? (Bazaarvoice and Keller Fay, 2011)  We can all admit that we have had a bad experience with an apartment ratings and reviews…

Posted in: Customer Experience, Ratings & Reviews |


5 Tips for Responding to Negative Feedback

It’s never fun to hear something not so good – about your products, your service, or your performance. But we’ve all been there. Whether it comes in the form of comments on a survey, an apartment review, or a message…

Posted in: Customer Feedback, Ratings & Reviews |


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