RESPONDING TO REVIEWS
So you did all that and someone still left you a bad review? The only way to handle that is to be PROACTIVE, and not reactive. RESPOND to that bad review right away-it shows prospects that you care, and could help solve that resident’s problem!
You can turn a bad review into a good one, by following a few helpful tips and tricks:
1.
Be nice and don’t get personal. This isn’t just a guideline—it’s also a good idea as a business owner. It’s difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Keep your responses useful, readable, and courteous.
2.
Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
3.
Thank your reviewers. Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly, since each response reaches lots of customers.
4.
Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business, or share something they might not have learned from their first visit.
5.
Always have a manager approve any reviews responses before posted.
Sample:
Review from resident: “This is the worst apartment I have ever stayed so far. We have had issues with the windows for months and they continuously keep brushing us off! They have acknowledged that there is a problem but have yet to fix it. Leaving us with an astronomical electricity bill. I would look elsewhere for a new residence.”
Suggested Response: “Dear resident, I am so sorry to hear about your experience, we strive to provide only the best for our residents in this community! I have spoken with our maintenance tech and he was able to provide me with a solution for your window issue, please call the office at xxx-xxx-xxxx so we can schedule that and resolve this. Thank you for taking your time to let us know and we look forward to making your home the luxurious one you deserve! “ - Sincerely, John with the The Enclave Team Enclave@BrooksideProperties.com xxx-xxx-xxxx
Send all of your review responses to Kelly Hogan, and she will post them to the appropriate page for you.
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