Negative online reviews can make rental property owners and managers feel down. In spite of everything, nobody wants receiving a poor online review. On the other side, when criticism is handled professionally, it can become an opportunity for improvement and growth. In today’s digital world, online reviews are essential in shaping a property’s reputation and impacting the renter’s choices.
With the proper mentality, a negative review becomes an opportunity to address concerns, resolve issues, and collect feedback that you can use to improve tenant satisfaction in the future. In reality, negative reviews can be a powerful tool for growth and rebuilding trust with a renter. Let’s look at some of the most effective strategies rental property owners and managers can use to manage and respond to negative online reviews.
Understanding the Impact of Negative Reviews
To begin, it’s critical to know why negative online reviews are essential and what effect they can have on a rental property. With regard to rental properties, what prospective tenants think is what they get. most renters today will check online reviews before deciding whether to contact the property manager, making evaluations a critical element in the success of your property.
In addition, negative reviews can affect your search rankings and online presence, making it hard for possible tenants to discover you online. Due to this, rental property owners and managers should be hands-on about cultivating positive online reviews and decreasing the damage that a negative review can do.
Best Practices for Responding to Negative Reviews
Even though it is impossible to prevent all negative reviews, how you perceive and handle them can have significant differences. Here are some best practices to manage bad reviews online:
- Stay professional and courteous. Retaining professionalism is the most critical aspect of responding to a negative review. Avoid getting apologetic or sensitive, even if the renter has resorted to personal attacks.
- Respond promptly. Even though responding to all online reviews is advisable, it is critical to respond to negative reviews punctually. This will help you better deal with the issues brought up in the review.
- Acknowledge the issue. In your response, you need to validate the reviewer’s concerns. Even if you see the problem contrarily, make an effort to show empathy and do your best to comprehend the issue from your renter’s point of view.
- Offer a solution. It is critical to react with empathy and validation, and you should also let the reviewer know that you appreciate their feedback and how you will use it in some way. This strategy exhibits your concern for your renters’ well-being, which can go a long way toward finding a resolution.
- Take the conversation offline. Even though you have to respond to a negative online review (and be seen as doing so in a professional and caring way), there are situations when it might be ideal to move the conversation offline. Offer the reviewer your contact information and ask them to call or message you directly to talk about the problem more. You need to emphasize that your goal is to resolve their issue, not to avoid criticism or make excuses.
Preventing Negative Reviews Before They Happen
Undeniably, the more proactive approach to negative online reviews is to prevent them from transpiring in the early stage. One of the best approaches to do this is to implement a strategy of regular, positive communication with your renters.
Another ideal means is to proactively approach property maintenance and repair and ensure that any problems they report are addressed quickly and efficiently. You can often clear up confusions and address your tenant’s concerns before they become public complaints if you promote regular contact and make property care a top priority.
It’s also recommended to seek out positive reviews from your renters, which can help equalize negative ones. There are many methods to cultivate feedback from your renters; your best plan is to choose a consistent strategy.
Using Negative Reviews to Strengthen Your Reputation
On top of preventing negative reviews and handling them professionally, you should also be aware that criticism is an opportunity for improvement and growth. When renters tell you they are anxious, that is valuable feedback that you should pay close attention to. If their complaints focus on property condition, negative comments are one way you can better understand what matters to your renters and which developments would significantly improve their satisfaction.
You can also use negative online reviews to improve your public reputation by displaying your concern for your renter’s complaints and pointing out the positive changes you are making. Prospective renters will know that you care about their comfort and concerns if you react well.
Turning Negative Reviews into Positive Opportunities
With the appropriate strategy and mindset, you can use negative online reviews to improve your property’s management. On the other side, property management can be difficult and take a lot of time. In addition, dealing with renters can be tricky and result in mistakes.
For expert assistance in developing a solid reputation and accomplishing higher tenant satisfaction, Real Property Management Enterprises offers property management services in Bethany and the adjoining areas. We can help you take care of your property’s online image and maximize your marketing. Contact us today or call 405-463-0040.
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