Awhile back we shared some information on the importance of managing your online reputation in today’s digital world. Like it or not, there are always going to be people who feel your service wasn’t quite up to their standards, and a handful of those people may take their case to the internet to let others know about their poor experience. How you respond to these negative reviews can have a significant impact on your future success, since prospects will be able to see the interaction for years to come. Let’s take a look at some helpful tips for crafting the perfect, professional and positive response.
Take a breather
When you read a negative review about your beloved property management business, your knee-jerk reaction will likely be to respond right away, defending yourself and setting the record straight. The problem with this is your emotional response will probably not be very professional. Stick to a rule of waiting 24-48 hours before responding. This will give you time to cool down and allow you to think more level-headed.
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Say thank you, then apologize
It may seem counter-intuitive to thank someone for trashing your business, but just like in real life, courtesy in the cyber world goes a long way. Start off your response by thanking the commenter for their feedback and immediately follow that with an apology that they were unhappy with whatever they’re complaining about.
Be honest
If there’s a true, honest explanation for why your customer had a bad experience, be open about it. Perhaps it was all just a big misunderstanding. Lay your cards on the table. Just keep it brief. If there isn’t an explanation, don’t be tempted to make up an excuse. Just own the fact that what happened did happen and then move forward.
Take action
Propose a solution to the commenter, if possible, that will help correct the problem at hand. If it was a prospective renter that had a bad experience with the service you or someone in your office provided, offer to personally help them find another place. It really doesn’t matter that much what you offer as much as the fact that you’re offering something. This shows that you’re listening and you care.
Don’t let things get carried away
Sometimes there’s just no pleasing a person that’s upset. If you’ve apologized and offered a clear-cut solution, and they’re still not happy don’t waste time going back and forth – especially not online for the whole world to see. Offer to take the conversation offline by providing an email address or phone number where future communications can take place.
Related Post: How to Handle Negative Online Reviews
Close
At the end of your response, apologize once again and offer an alternative for where future issues may be directed, such as an email address or phone number for customer support. Not only does this show that you’re being proactive, but it may also reduce the chances of another unpleasant comment being posted online.
Your online reputation is essentially the face of your business. It’s often the first encounter your prospective clients, renters and employees will have with you. More importantly, what’s online is going to be out there forever. Be wise about your responses and keep them as professional and positive as possible to help protect your image, both now and in the future.
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Take your customer service to the next level! Get your free copy of The Property Manager’s Guide to Creating an Extraordinary Customer Experience.
