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I wouldn’t solicit a low rating but…
Say what? I thought we avoid 1 star ratings like a prospect with a 350 credit score!
I wouldn’t solicit a low rating, but your response to a poor review can truly separate you from your competitors. In a good way! The way you respond can show that you are real and you can own what happens in your community. Your transparency will actually attract prospects.
Think about it. When we look at reviews, our eyes always drift down to the 1- or 2-star ratings. We all do that. So, despite a great online rating, the reviews that will be read are the 1- and 2-star reviews. What a great marketing opportunity!
Before you even say it, I realize there are some reviews that are unfair or even phony, fictional, total BS! Your response matters to these made-up reviews. Acknowledge the review and offer to meet or talk to the person.
Hi Phillip. I don’t recognize your name and don’t see you as a resident or visitor. But your concern is important and I want to make it right. This is Rick Ellis, the manager at Rush Creek Apartments. Please call me at my direct office number 469.442.1974. Looking forward to making this right.”
Before getting too defensive about a low rating, decide to take this approach: Be curious, not furious. What really happened? Maybe you did fall short. Your team isn’t perfect, and mistakes and misunderstandings happen. Learn from the tough feedback. Especially if it is accurate.
Take advantage of this significant marketing opportunity. THIS is the review everyone will read. Your response is critical:
Hello, Samantha. Thank you for bringing this to my attention. It looks like we fell short of our own high standards. This incident is certainly not typical at Rush Creek and I want to make it right. This is Rick Ellis, the property manager, and I can be reached at 469.442.1974. I would like to hear more and learn from this situation. Please call so we can make proper adjustments. Thanks again for your review.”
Regardless of the reviewer’s concern – slow maintenance response, rude staff, crime, noise, cock roaches – consider those 1 for 2-star reviews as a chance to learn, get better, AND market your community. Your speedy response matters!
