Hi Greg, I have noticed that people “put us on blast” the most when things are not communicated well throughout all processes. Remind your team to take the extra time when touring, moving in and any other opportunity to explain how items work. If you get hit a lot about late fees, change your policy to where you send out reminder notices while they still have time to react prior to getting a late fee. If authorized, waive the first late fee if the residents follow all other regulations and are a respectful neighbor. On top of that, ensure your team is empathetic when enforcing policies. The resident may not like what is happening but if they are communicated with well and treated respectfully, instead of walking away mad and writing a negative review, they will walk away understanding your team is fair and respectful.
The number one time I see negative reviews is when my team has not communicated well in the get go. The review may not be fully accurate, however; it never would have been posted if the team took the extra care to have full disclosure and be transparent.
It’s not about having a company that helps with your reviews, it’s about having a team that assists in ensuring all steps are taken to avoid the review in the first place. Best of luck to you.