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Multifamily Cares

The latest multifamily research and data regarding the impact of corporate social responsibility on employee retention, resident retention, online reputation, and the greater good.

Think You Are Managing Your Reputation? Think Again.



As an industry, multifamily has done a remarkable job in embracing and managing their reputation related to online resident reviews. In fact, according to the soon-to-be-released 2018 Multifamily CSR Benchmark Study, nearly 87% of property management companies have a policy on responding to online resident reviews. For the past several years, industry conferences have had panels and workshops teaching strategies and best practices on how to respond to these reviews professionally and in a way that enhances the company's reputation and attracts prospective renters. 

In the background, however, a critical component of your reputation has slowly been exposed. The curtain has been pulled back, and all of your inner workings have been revealed.  Your residents aren't the only ones who have been talking about you. Your employees have been talking, too. Not only do they have a lot to say, but there is a large audience who is enjoying the show and making decisions about whether they want to audition or exit, stage left. 

Allow Me Introduce You to the World of Company Reviews.

As with any industry, the online job search websites have evolved and expanded in their capabilities and focus. Our industry has used these websites to post jobs and find new employees. We have counted on our managers and HR team to write interesting and attractive job descriptions to appeal to the right skill sets and value systems that would fit into our culture. Alas, those days are gone. Yes, we still need those great job descriptions, but those aren’t the words that will attract talent. It’s the employee-generated company reviews that capture the attention of job seekers. Just as resident reviews are the best marketing tool or the greatest liability in attracting prospects, employee reviews are our greatest recruiting tool or the biggest red flag in someone’s job search.

Take a look at Glassdoor.com or Indeed.com and check out your company reviews. If you currently don’t have a presence or a rating there, this is no time to breathe a sigh of relief. Think of it from a potential applicant’s perspective. If there are 5 leasing positions posted, and only two of the companies have any reviews, that applicant will probably apply at those two companies first.

According to Forbes, only 12% of companies found on Glassdoor are actively engaged with their listing – meaning that 88% of companies are not managing a critical component of their reputation!

Never fear – there are some things you can do immediately to not only gain a presence, but improve it.

1.      Claim your name

Most job search websites allow you to claim your company at no cost. Do it. Do it now.

2.      Evaluate your current reputation

If there are reviews about your company, what common themes come up? Celebrate the pros, and put a plan together to improve the cons.

3.     Manage your reputation

The same rules apply here as with resident reviews. Ask for reviews. Respond professionally and in a way that will attract prospective employees.


These reviews are not going away anytime soon, so the sooner you jump in, the stronger your reputation will become!

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Have you ever been called something offensive on a ratings and reviews site? I have! The one that stands out the most to me is the time when a resident's complaint was triggered because I said he needed to pay his rent by the deadline or I would initiate the legal process. If I remember correctly he felt meant that he didn't need to pay his rent by the deadline because of a specific personal situation that he felt negated his requirement to do so.  I was the assistant manager at the time, s...
Author John Green’s book title “The Fault in our Stars” seems fitting to describe the significance of star ratings for prospects scouting the Internet to search for apartments. We know that residents are flocking online to voice their disappointments or favorable experiences at their apartment homes. Research proves that these online conversations affect prospect traffic to your doorstep.   A nationwide survey by J Turner Research involving more than 25,000 residents indicates that 62 perc...
This is a tough one. Why don’t all employees just want to work hard and see their property and company succeed? Company success and resident customer service would be through the roof if all employees were engaged and empowered to perform. Unfortunately, as we all know, this simply isn’t the case. There are plenty of employees who do the bare minimum, following what I call the “good enough” mantra.  Those are the employees that we want to work for the competition! It is common practice...