Do you know what people are saying about your property management company? In today’s digital age, staying abreast of what others – including past and present customers, residents, employees and anyone else you’ve done business with – are sharing about their experience with your brand is important. Doing so can provide valuable insight into what you’re doing right as well as which areas of your company could use a little TLC. That being said, let’s delve into a few tips to help keep you on top of the buzz and ahead of the game.
Know where to start looking
There are plenty of places online where people may be leaving feedback about your property management company. Start by checking the most common sites, including Yelp, Facebook and Google My Business. Bookmark these pages and review them regularly to ensure that any new comments are noted and responded to (both positive and negative).
Set up alerts
Google provides a really quick and easy way to keep up with your online mentions. All you need to do is set up Google alerts using certain keywords, such as your company’s name, and you’ll automatically receive an email any time that word or phrase is used online. This saves time and makes it super simple to stay on top of your online reputation.
Know what to look for
Like or not, you’re never going to be able to keep everyone happy all the time, so the occasional negative comment is bound to crop up from time to time. When you start to see a pattern, however, take note. It’s probably indicative of a real problem within your organization that needs to be addressed. For example, one lone complaint may not be a big issue, but if multiple people who appear to be unrelated start sharing similar bad experiences, pay close attention.
Take charge of your own reputation
Unfortunately you can’t control what’s being said about your property management company online. What you do have control over, however, is which comments show up at the top of the list. If you notice you’ve been receiving some not-so-flattering feedback, don’t be afraid to ask your happy customers, satisfied residents and anyone else who can share their authentic positive experiences to do so online. This will help push down negative comments and leave the more glowing recommendations closer to the top where they’ll be seen first.
Know how to respond
Finally, it’s important to let prospects and customers know that you’re listening and you truly care about what’s being said. For positive comments, always respond with a thank you. For negative reviews, respond in a timely, professional manner. If you’re not sure quite what to say, here are a few tips to help you formulate a response that will hopefully diffuse the situation and put a positive spin on things.
If you want to know how well your property management organization is doing, understanding how your brand is perceived and what others are saying about you publicly is a great place to start. By following these tips, you’ll be able to keep your fingers on the pulse of your audience and use the information they share to further improve your company’s performance.
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