reputation management

This week's top multifamily news headlines: Getting Self-Guided Tours Right, The Future of Apartment Design, Don't Be So Defensive, Concerns about Residents' Financial Well-Being Grow

Overburdened onsite apartment teams are constantly searching for ways to automate processes and save time. But one of the common timesaving methods for managing online reviews might not be such a good idea. Put yourselves in the consumer’s shoes for a moment.

Residents might rant at length about their perceived mistreatment and nitpick any community shortcoming they can dredge up or manufacture. What matters is making the community or management company look bad. Online review sites aren’t in the fact-checking business.

Reputation management has always been a delicate balance of publicly acknowledging concerns, working to address them and holding your ground when necessary. The process has become a bit more complicated in the multifamily world during the pandemic.

Though communities have been spared the onslaught of negative online reviews that they may have anticipated thanks to Google shutting down reviews, onsite teams can’t just wash their hands of their reputation management responsibilities.