Beyond AIDA: Combating Negative Reviews – Part 3

In the first two installments of this series, we explored the secrets behind crafting a stellar online reputation for your property management company. We delved into the importance of fostering detailed, recent, and genuine reviews, and the power of responding thoughtfully to all feedback, both positive and negative.

But let’s face it – property management isn’t always sunshine and rainbows. When things go smoothly, residents and owners might take your services for granted. However, a single misstep can unleash a torrent of online negativity, potentially damaging your reputation.

How do you silence the unhappy reviewers and ensure your online presence reflects the excellent service you provide? The answer lies in the power of numbers – specifically, the sheer volume of positive reviews.

This post explores a simple mathematical strategy to drown out negativity and solidify your reputation as a top-tier property management company.

The Power of Volume in Online Reviews

Property managers know the sting of a bad online review. One disgruntled resident with internet access can seemingly erase all your hard work.

The simple truth of the matter is that online star ratings are a numbers game. Your coveted Google star rating is simply the average of all your reviews. This means the more reviews you have, the less a single negative review can drag down your overall score.

Imagine two scenarios:

• Company A boasts a perfect 5-star rating, but only has 5 reviews.
• Company B also has a 5-star rating, but with a much more robust profile of 79 reviews.

Now, picture both companies receive a single negative 1-star review.

• Company A’s pristine rating takes a significant hit, plummeting to an average of 4.3 stars.
• Company B, on the other hand, remains virtually unscathed, with their average rating staying put at 5 stars.

Volume is your friend! By consistently encouraging satisfied residents and owners to leave positive reviews, you create a buffer against future negativity.

The Power of Positive Reviews

We’ve established that review volume plays a crucial role in safeguarding your online reputation. But positive reviews are the real game-changers. Our research revealed a stark contrast between high-performing and low-performing property management companies when it comes to review sentiment.

High performers are champions of positivity. They consistently garner five positive reviews for every single negative review they receive. This impressive ratio demonstrates their commitment to exceeding client expectations and fostering positive experiences.

Low performers, on the other hand, struggle to generate positive buzz. They only manage 0.8 positive reviews for each negative review. This imbalance paints an unfavorable picture and can deter potential clients who rely heavily on online reviews.

What This Means for You

To maintain a healthy 4-star average rating, you’ll ideally need four positive reviews to counteract the effect of every single negative review.

This highlights the importance of proactively cultivating a culture of review generation. By reminding happy clients about the value of their feedback, you can steadily build a positive online reputation that reflects the quality of your services.

The Takeaway: Don’t be afraid to encourage positive reviews. The more reviews you have, the less a single negative review can impact your overall rating.

Beyond Reviews: Building Trust Through Quality Service

While online reviews are undeniably a powerful tool for property management companies, it’s important to remember they’re just one piece of the puzzle. Building a stellar reputation requires a multifaceted approach.

Here are some key considerations:

• Exceptional Customer Service is Paramount: Positive online reviews often stem from consistently exceeding resident and owner expectations. Focus on delivering exceptional customer service by being responsive, attentive, and proactive in addressing concerns.
• Prompt Communication is Key: Timely responses to inquiries and complaints demonstrate respect for your clients and a commitment to resolving issues efficiently. Don’t let communication gaps fester – address concerns promptly and professionally.
• Deliver on Your Promises: Marketing materials and initial interactions set expectations. Ensure your services consistently live up to what you advertise. A significant gap between what’s promised and what’s delivered can lead to frustration and negative online reviews.

Remember, trust is a two-way street. By prioritizing exceptional service, clear communication, and delivering on your promises, you’ll cultivate a loyal client base more likely to leave positive reviews and become vocal advocates for your company.

In the next and final installment of our series on Online Reputation, we’ll tackle the burning question: how to effectively Request Reviews from your satisfied residents and property owners.