How to Handle Negative Reviews and Maintain Your Online Reputation

When people are deciding whether or not to go to the new restaurant in town, they might hop online and check out its reviews. Restaurant-goers might have praised the cuisine, the dining atmosphere, and even the service they received. Of course, there might also be some negative opinions. More often than not, though, restaurants have a good chance of receiving positive reviews.

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However, for property managers, it’s a little different. It’s much more common for people to only leave a review if they’re dissatisfied with their experience. According to a study done by the Pew Research Center, 53% of adults aged 18-29 regularly read online reviews when buying something for the first time. One could argue this would also include renting somewhere for the first time, making your online reputation extremely important in a prospective renter’s decision-making process.

So, how can building and property managers avoid and manage negative reviews? We’re here to help.

Step 1: Be Proactive

The best thing you can do to build a positive online reputation is to set realistic expectations with your residents. Often times, people write negative reviews because the reality of living in the apartment or property simply didn’t meet their expectations. Be forthright about the apartment and what it’s really like to live there, and let the prospective renter make their own decisions.

Always portray your units and/or living community in an honest way; anything else will cause prospective renters to have unrealistic expectations, which may snowball into a negative review if they become residents

Step 2: The Response

First things first: if you receive a negative review, don’t panic! Prospective renters want to see all aspects of living at your property; if they’re only seeing positive reviews, it might appear that you’ve screened out the negative reviews to fake a squeaky-clean image.

Once you receive a negative review, even if the reviewer is completely off-base, you should respond to it. Ignoring negative reviews will only make it appear as though you don’t care about your residents’ experience. Here are a few quick tips to keep in mind:

1. Respond professionally, thoughtfully, and respectfully.
2. Reply to the review publically so prospective renters know you’re committed to your residents.
3. Take responsibility; you know what they say, the customer is always right
4. Offer a solution to the problem, whether it’s a discount on rent or a free gift card
5. Follow up via email, phone, or an in-person visit

Step 3: Set Up Alerts and Monitor Your Reputation

Another way to stay on top of negative reviews is to set up a Google Alert so you always know when your property is mentioned in any capacity. Knowing when you have a negative review in your social profiles will allow you to get in front of it and respond thoughtfully instead of hoping it goes unnoticed. Keep an eye on your alerts and reply to negative feedback as it comes in.

It’s never fun to receive negative reviews, but you can redeem yourself and your property’s reputation if you take the right steps. Just remember to be honest with prospective renters, respond professionally to address their concerns, and constantly monitor your online presence.