Hi! Responding to negative reviews can be tough, but it's worth the struggle! My goal is to respond within 24-48 hours. Taking the time to respond to negative reviews shows the resident that you’re not just sweeping their issues under the rug and that you’re taking active steps to ensure the issue doesn’t happen again (keep in mind: It’s not just the resident who will see the response, its prospects/public who will see it too).So, take a deep breath (or two or three) and follow these steps for respond success!
1. APOLOGIZE THE RESIDENT & SYMPATHIZE WITH THE RESIDENT’S CONCERNS
You want to make sure that the resident feels heard. Start with their name and state that you’re thankful (or sorry) to hear about their situation.
2. EXPRESS THAT WE STRIVE FOR GREATNESS & THROW IN A LITTLE MARKETING
You can take that situation and spin it so that readers will see that the negative experience the resident had is NOT the standard for the community/property management company. Let readers know that you have high standards and this isn’t your typical customer service.
3. MOVE THE CONVERSATION OFFLINE
You want to make sure that you provide the reviewer with offline contact information to someone that can handle their complaint. Invite the reviewer to contact you privately. This will prevent a lengthy public back and forth between the resident and the community.
4. KEEP IT SHORT & SWEET
You don’t want to go into too much detail. Three sentences for your whole reply is a good rule of thumb.
You can do it! Best of luck!