September 2nd, 2024
10 signs you’re a top tier Property Manager
Property Management
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It’s no secret that the key to building your portfolio is by becoming a trusted and respected member of your industry, with word of mouth and reviews being one of your strongest marketing assets. This is exemplified by the fact that 90% of Aussie shoppers are more likely to read online reviews.
This is why negative reviews can be a significant setback for any business, especially in the property management industry, where trust is paramount for building long-term relationships with Tenants and Owners. These reviews can damage your brand reputation, deter potential clients and lower your search engine rankings. By understanding the potential consequences of negative reviews, Property Managers can take proactive steps to mitigate their impact and turn them into opportunities for growth.
1. Have a workflow in place
Respond to reviews within 24 hours to show proactivity
Having a well-defined workflow in place is essential for effectively managing negative reviews. A workflow outlines the steps in handling negative reviews, ensuring they are addressed promptly and consistently. This can help minimise the negative impact of reviews and maintain a positive online reputation.
A key component of a review management workflow is responding to negative reviews promptly. A delayed response can exacerbate the issue and damage your business’s reputation. By setting clear guidelines for response times, you can ensure that negative reviews are addressed effectively, demonstrating your commitment to customer satisfaction.
2. Create a response template
Whip up a two-sentence response that captures the tone of your company
Creating response templates can significantly improve the efficiency and effectiveness of your review management process. Templates can save time by providing a starting point for your responses, allowing you to focus on tailoring the message to the specific review. Additionally, templates can help you maintain consistency in your responses, ensuring that your brand’s tone of voice is reflected in every interaction.
3. Customise each response
Make sure to customise the name and query details in each response
By using response templates, you can ensure that your responses are professional, empathetic and informative. This helps to mitigate the negative impact of reviews and build trust with your clients.
While response templates can be a valuable tool, it’s essential to customise each response to the specific review. A personalised response demonstrates that you care about the individual reviewer’s experience and are committed to addressing their concerns. This can help to build trust and strengthen your relationship with the reviewer.
By customising your responses, you can show that you understand the reviewer’s perspective and take their feedback seriously. This can help mitigate the review’s negative impact and demonstrate your commitment to customer satisfaction.
4. Offer a resolution
If no resolution is clear, provide the reviewer with actionable information
When responding to a negative review, offering a resolution is important whenever possible. This demonstrates your commitment to addressing the reviewer’s concerns and resolving the issue. By providing a clear resolution, you can help restore the reviewer’s trust and prevent the negative review from causing further damage.
If a resolution is not immediately clear, it’s essential to provide the reviewer with actionable information. This could include the following steps, contact information for further assistance or a timeline for addressing the issue. By providing clear information, you can demonstrate your commitment to resolving the problem and show the reviewer that you are taking their concerns seriously.
5. Acknowledge the problem
Create internal systems to ensure the review is resolved
Acknowledging the problem is a crucial step in addressing negative reviews. By admitting when your company has made a mistake, you demonstrate your commitment to transparency and accountability. This can help to restore trust with the reviewer and prevent the negative review from causing further damage.
Once you have acknowledged the problem, it’s essential to prevent similar issues from occurring in the future. This may involve creating new systems or processes, streamlining your workflows, improving training for your staff or making changes to your business operations. By implementing these changes, you can demonstrate your commitment to continuous improvement and prevent future negative reviews.
6. Report any false or blasphemous reviews
Take action against any damaging and untrue sentiment
If you encounter a false or blasphemous review, it’s essential to report it to the platform where the review was posted. This can help to protect your business’s reputation and prevent the review from causing further damage.
Reporting false or blasphemous reviews can also help maintain the review platform’s integrity. By reporting these types of reviews, you are contributing to a more positive and trustworthy online community.
7. Follow up
Reach out to the reviewer to ensure they are satisfied with the course of action
After addressing a negative review, it’s essential to follow up with the reviewer to ensure that the issue has been resolved to their satisfaction. This demonstrates your commitment to customer service and can help to build trust and goodwill.
Following up with the reviewer can also provide valuable feedback for your business. By asking the reviewer about their experience, you can identify areas for improvement and take steps to prevent similar issues from occurring in the future.
Negative reviews can be a significant challenge for property management businesses. However, by understanding the impact of negative reviews and implementing effective strategies, Property Managers can turn these challenges into opportunities for growth and improved customer satisfaction.
By responding promptly and professionally, taking corrective action, leveraging positive reviews and monitoring your online reputation, you can effectively manage negative reviews and build a strong and resilient business. Remember, negative reviews are a chance to demonstrate your commitment to customer service and improve your business for the better.For more advice on combatting negative reviews and improving your experience as a Property Manager, check out our blog, tips to levelling up your career development.
