Online reviews are becoming an increasingly common research tool for people seeking information and advice on everything from a restaurant to a doctor. Property management companies can benefit immensely from “positive” online reviews. Positive reviews can raise your reputation and exposure in the community, resulting in higher occupancy rates.
The following are some ways you can increase the number of positive reviews about your properties:
Time it Right
The period after a recent rent increase or issue with air conditioning units is probably not the optimal time to talk to your tenants about leaving an online review. Time your requests after a smooth period with no major issues. You’ll be more likely to get a great review that builds credibility.
After you’ve resolved an issue to a tenant’s satisfaction is another good time to ask. If someone thanks your for your services, ask for a review. Give them a very brief explanation of how it helps you and your parent company.
Ask in Person
You probably see some tenants more than others in the course of your property management. If you have a good, pleasant relationship with a tenant who always drops off his or her rent, ask about a review when they come by.
If you have a happy tenant who’s moving due to issues unrelated to the property, this can also be a good time to ask for a review.
Quick tip: Don’t underestimate the power of incentivizing tenants to give a review.
Publicize Your Desire for Reviews
Your company or property management blog can be a great way to solicit testimonials. A button linking visitors to a specific review site will easily point them in the right direction. Make sure to call attention to the button with a graphic and verbiage that says something along the lines of, “Love living at XYZ? Share your experiences with other prospective tenants!”
You can also solicit reviews via e-mail, social media platforms or newsletter. Even tenants who want to share positive comments may intend to do so but forget, so sending a reminder every so often can be helpful. Posting flyers in common areas such as laundry or gym facilities and common mailbox areas can also be effective.
If your property hosts events for tenants, such as get-togethers or movie nights in a clubhouse, this can be a great opportunity to publicize your need for online reviews. Make sure to post flyers at the event and also make an announcement.
Quick tip: When your tenants leave a review always reply with a personalized and thoughtful thank you.
Dealing with the Negative
Although the vast majority of online reviews are positive, you may receive a negative review. The damage can be greatly mitigated by leaving a thoughtful, measured response. This will speak volumes about your company, letting prospective tenants know that even in the face of criticism, you’ll remain professional and helpful.
If the tenant’s issue can be resolved, encourage him or her to leave a follow-up to their initial testimonial after you’ve taken care of the problem.
Taking the time to encourage happy tenants to leave positive reviews is an easy – and free to very inexpensive – way to help publicize your properties and can lead to new tenants.
