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How to Tackle Negative Tenant Reviews

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In today’s day and age, people trust online reviews almost as religiously as a recommendation by people they know. This is why it is imperative for you to ensure that your online reviews are helping you fetch more clients. Instead, negative reviews by some clients can ruin your reputation and keep new clients from approaching you.

The truth is, it is almost impossible to avoid unprecedented instances when you aren’t able to satisfy a customer. Therefore, you need to have a few tricks up your sleeve to tackle with those negative reviews efficiently. 

So How Do You Tackle The Negative Reviews Once They Are On Your Page?

1. Be quick to respond

The most crucial thing that you need to ensure is to respond to all the reviews the same day. You will need to keep a tab on your social media networks and review websites where people generally leave feedback. There are hundreds of prospective clients that go through these reviews every single day. Seeing the negative reviews might ruin the reputation of your company since they see only one side to the story. However, if you are quick to respond, they will know that you care about your tenants and their problems.

 

2. Be empathetic

This is the biggest mistake that Property Managers make on their online forums. They take the negative comments personally which hurts them emotionally. You may express these emotions as anger which further affects the company’s image.

You need to understand that the negative comments signify the tenant’s dissatisfaction towards a service that they already paid for. In fact, they won’t even be doing that if they did not suffer significant inconvenience. Ensure that you identify these tenants and research their issues. Respond to them in a professional and empathetic manner. Apologize for their experience with your services and keep the replies short and precise. The last thing you want is to escalate the issue in front of a web audience. 

 

3. Try to solve the issues privately

Once you apologize for the inconvenience in the public reply, move the conversation to a private channel. Do not try to resolve the issue in the public comments itself as it may lead to a long chain of replies that eventually leave you embarrassed. Just mention that you’ve left the tenant a message in their inbox. If in case someone has left an anonymous feedback, you might not be able to identify them. Leave your contact details in the public reply so that everyone can see you as a proactive service provider. 

 

4. Ask them to remove the feedback

Do all it takes to solve the problems of the tenant. Ask your executives to keep them in the loop and update them of the timeline. This is the least you can do for someone who has had a bad experience with your services.

When you resolve the issue, you may politely ask the tenants to remove the review from the online platforms. Brick+Agent believes that the tenant is more likely to respond positively since you heard them and resolved their issues. However, ensure that they do not get the idea that you did all that just to get the review removed. This can further frustrate them which may lead to another series of negative comments on your channels. 

These were a few tips that can help you respond to the negative reviews in an efficient manner. Since people trust online comments as much as a recommendation from their friends, it is imperative for you to ensure that your online channels are not keeping new clients away.

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Topics: Insider, Property Management Advice, Property Advice

Jon Stul

Written by Jon Stul

Having spent over 12 years in the real estate industry covering all facets from residential through to commercial, established and off plan properties and sub-divisions, he has an in depth knowledge of the industry. Stepping out of the industry four years ago and moving interstate to expand a frozen yoghurt chain that has gone from 1 to 4 stores in the time he has been involved. This was recently sold to Made Group. Real estate has always been in his blood and it was a natural fit to start Bricks + Agent given the amount of insight he has into the industry as a whole. Having seen how all different forms of traditional marketing was used to the direction that it is now heading today, we think we have come up with a truly unique proposition that fits into the current state of the property maintenance market.

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