Category Archives: Ratings & Reviews

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…

Posted in: Customer Feedback, Ratings & Reviews |


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.

Posted in: Customer Feedback, Mystery Shopping, Ratings & Reviews |


Do Something

Using Your Reviews as a Marketing Tool

84% of millenials say consumer-written content on brand sites influences what they buy (Social Trends Report 2013). As you have probably experienced, reviews play a huge role in the apartment search process. Prospects don’t choose an apartment without reading apartment…

Posted in: Ratings & Reviews | Tagged: ,


does your company need an I am annoyed department

5 Ways to Spot a Troll in Apartment Reviews

Trolls are sadists. Is that too harsh? It might be, but it’s true. They are unhappy people who get enjoyment from cruelty. I’ll admit that leaving a nasty and false apartment review is not the cruelest thing one can do, but…

Posted in: Ratings & Reviews | Tagged: ,


know why your company exists

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…

Posted in: Ratings & Reviews | Tagged:


who should be accountable for responding to apartment reviews

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 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

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 |


Customer Feedback

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 |


Customer Scorned

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 |


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