However, we all know that you cannot satisfy everyone and that not every review is positive. While negative reviews can make an impact on your online reputation, not responding can have an even bigger impact! Keep reading to learn how to navigate negative online reviews, one step at a time!
Replying to every review shows other readers that you respond to feedback, and pending the review, have taken steps to ensure a better experience next time.
Step 2: Acknowledge the Complaint
Remember, a potential owner knows things are going to happen. They want to know how you handle not the perfect situations, but the tough ones. Responding to negative reviews gives you the opportunity to demonstrate your high level of customer service.
Don’t forget, less is more!! You want to keep your response to three or four sentences max, no matter how unfair or lengthy the negative review is.
Instead, your goal should be to move the conversation offline. Provide contact information, including the name of who they should specifically contact. This encourages the reviewer to contact you instead of responding back to your response creating a downward spiral no one wants! It also shows that your property management company takes customer service seriously enough to have someone in charge of addressing problems as they arise.
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