Negative online reviews can be discouraging for rental property owners and managers. In the end, nobody wants to receive a poor online review. But if you take feedback in a professional way, bad reviews can become an opportunity for improvement and growth. In today’s digital world, online reviews are essential in shaping a property’s reputation and affecting the renter’s choices.
With the right outlook, a negative review becomes an opportunity to address concerns, fix problems, 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. Here are 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
In the beginning, you have to understand why negative online reviews are vital and how they can affect a rental property. For prospective tenants who want to find rental properties, what they 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 harder for people looking for a place to rent to find you online. For this reason, rental property owners and managers should be proactive about cultivating positive online reviews and decreasing the damage that a negative review can do.
Best Practices for Responding to Negative Reviews
While it is impossible to prevent all negative reviews, how you perceive and handle them can make all the difference. Below are some best practices for handling harsh online feedback:
- Stay professional and courteous. Retaining professionalism is the best way of responding to a negative review. Don’t get angry or defensive, even if the renter has attacked you personally.
- Respond promptly. Even though responding to all online reviews is a good idea, it is indispensable to respond to negative reviews straightaway. In this fashion, you can better deal with the problems brought up in the review.
- Acknowledge the issue. In your answer, be sure to validate the reviewer’s concerns. It doesn’t matter what you think about the problem; try to comprehend it from your renter’s point of view and show empathy.
- Offer a solution. Not only should you show empathy and validation, but you should also let the reviewer know that you appreciate their feedback and how you plan to utilize it. This tactic displays your concern for your renters’ well-being, which can go a long way toward finding a resolution.
- Take the conversation offline. Even though you should respond to a negative online review (and to be seen doing so casually and with sympathy), it may be perfect to move the conversation offline in other cases. Offer the reviewer your contact information and request them to call or message you directly to talk about the matter further. Be sure to emphasize that your goal is to resolve their issue, not to avoid criticism or make reasons.
Preventing Negative Reviews Before They Happen
Obviously, the more proactive approach to negative online reviews is to prevent them from happening initially. One of the effective methods to do this is to implement a strategy of regular, positive communication with your renters.
Another effective tactic is to proactively approach property maintenance and repair and ensure that any problems they report are addressed quickly and efficiently. By setting up regular check-ins and maintenance, you can often clear up any misperception and address your tenant’s concerns before they become public criticisms.
It’s also a good idea to seek out positive reviews from your renters, which can help balance out negative ones. There are a lot of approaches to cultivate feedback from your renters, but the best thing to do is to choose a consistent strategy.
Using Negative Reviews to Strengthen Your Reputation
Along with preventing negative reviews and handling them professionally, it’s also important to be aware that criticism is an opportunity for improvement and growth. When renters express concerns, that is valuable feedback that you should be paying close attention to. If their complaints focus on property condition, bad comments are one way you can better understand what matters to your renters and which changes would significantly improve their satisfaction.
You can also leverage negative online reviews to strengthen your public reputation by exhibiting your concern for your renter’s complaints and pointing out the positive changes you are implementing. When you respond well, you show prospective renters that you care about their comfort and concerns.
Turning Negative Reviews into Positive Opportunities
If you know the proper strategy and mindset, you can use negative online reviews to improve your property’s management. However, property management is hard and takes a lot of time. Also, dealing with renters can be complicated and lead to blunders.
For expert assistance in building a strong reputation and achieving higher tenant satisfaction, Real Property Management Steel City provides property management services in Penrose and the nearby areas. You can take care of your property’s online image and get the most out of your marketing with our help. Contact us today or call 719-948-8155.
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