The following are certain steps you can take to improve your response while addressing negative apartment reviews:
Step 1: Stay Calm & Professional
Keeping calm and offering a courteous solution can transform an unsatisfied tenant into a satisfied one. Understandably, you feel protective while reading an unfavorable review but it is critical to keep composure and professionalism.
Step 2: Acknowledge The Issue
Half of the issue is solved when one takes accountability and acknowledges the problem. Recognizing that the tenant experience is legitimate even if you think their grievance is unjust or overblown, helps in relieving tension.
Step 3: Apologize When Appropriate
Extending an apology, when necessary, is a sign of strong character. Thus, this may assist you in restoring faith in your brand. If there has been a mistake regarding your apartment services or by employees, a genuine apology enables you to defuse such situations.
Step 4: Offer a Solution or Next Steps
Once the trouble has been mentioned, you need to specify a clear course of action for your tenants. By establishing their willingness to address an issue and finding a solution, you can restore their belief.
Renters want to be heard, and offering a solution shows you’re dedicated to addressing their problems. You can also offer to bet in their new apartment and relish their new ambiance.
Step 5: Take the Conversation Offline
It is nice to move the verbal exchange offline when dealing with sizeable issues. This allows a deeper dialogue outside public scrutiny and demonstrates your dedication to resolving the tenant’s issues.
Step 6: Monitor and Follow Up
Follow up to ensure the tenant is happy with the resolution after you’ve addressed a lousy review and accomplished the essential steps to restore peace.
Simply contact the tenant to ask if the issue has been resolved completely and request them to change their response to encompass the steps you have taken.
Best Practices for Responding to Negative Apartment Reviews
Once you have taken the steps to improve tenant experience, it is important to note certain best practices that will help you respond sanely to all situations.
Personalize Responses
You must not copy and paste the pre-written responses and instead choose to customize your reply. This shows that you have studied the tenant’s review and are addressing their troubles.
Be Timely
Being punctual with your reactions can solve more than half of your problem in case of a negative review. To prevent the problem from getting worse and show that you are taking proactive measures, try to reply within 24 to 48 hours of receiving the review.
Be Transparent
Suppose you are honest about your apartment’s services and willing to connect to people and solve their grievances. In that case, you will build trust and recognition even after getting negative reviews.
Admit if you made a mistake; if the problem is complex or chronic, give updates about dealing with expectations.
Common Mistakes to Avoid When Responding to Negative Reviews
There are certain common mistakes one can make while responding to negative critique. Try and avoid these mistakes when you respond to the tenants of your apartment.
Arguing with the Tenant
Getting right into a fight or being overprotective will only make matters worse. Reacting angrily or assigning blame, even in cases where the tenant’s assertions are untrue, can damage your reputation. Always speak in a courteous, problem-solving manner.
Ignoring Reviews
Ignoring terrible reviews offers the image that you do not care about the reviews of your tenants. This can deter different renters from raising similar concerns, resulting in unsolved troubles and reduced tenant satisfaction.
Copy Pasting Generic Responses
If you respond to all damaging reviews with the same message, it seems that you do not care for individualistic issues. Tailored answers offer renters a view that you are looking after their specific concerns.