Consumer rating websites (e.g. yelp.com) are thriving. In fact, online reviews are often the first point of contact with a property management company. This means that property manager interactions are constantly viewed under a microscope. One misstep can result in a bad review and costly repercussions. With an increase in online referrals, positive consumer reviews are critical for a property manager’s reputation and business. And obtaining positive reviews can result in a ratings war as management companies try to attract more clients. So how can you as a property manager improve your online reputation, helping you win the ratings war?
Communication and maintenance! A review of randomly selected property management ratings in Denver, CO and Albuquerque, NM reveal that initial move-in and exit interactions, timing of repairs, and lack of communication significantly influence a tenant’s opinion. Many property managers recognize that even one negative review can dilute positive reviews. Fortunately, communication and maintenance complaints are easy to avoid with PropertyMeld. PropertyMeld can improve actions taken by property managers to alleviate negative reviews.
RESPONDING TO REVIEWS
Many property managers directly reply to negative reviews on consumer rating websites. Sharing both sides of the story is important, but these replies can also leave readers with the impression that the manager is hard to work with or is willing to fight a tenant instead of resolving the root of the problem. Working with PropertyMeld gives you a tool to address negative comments, showing that you’re responsive to tenants concerns. Plus, PropertyMeld’s software will coordinate communication and maintenance requests to prevent negative comments from occurring in the first place.
IMPROVING MAINTENANCE PROCESS
It’s no secret that repairs often dominate a property manager’s day. So when negative maintenance comments dictate reviews, property managers are forced to examine their maintenance procedures. Many reviews show that tenant’s complaints extend beyond the repair itself, and include initial contact about the repair, subsequent communications, scheduling, and rating the quality of the work. By staying abreast of repairs, tenants are more likely to receive their deposit at the end of a lease improving referrals, and leave the unit in a rentable condition improving the move-in interaction. With PropertyMeld you can streamline maintenance request communication, provide a simple platform for scheduling, and allow the tenant to observe the progress of the repair. Additionally, PropertyMeld automatically asks the tenant for feedback when a repair is complete. PropertyMeld ensures that tenants concerns are addressed in a timely and respectful manner, leaving them more likely to leave a positive review.
Independently responding to reviews and improving your maintenance process may help you win the battle, but let PropertyMeld help you win the war.
If you are curious about how Property Meld can work for you, please reach out to firstname.lastname@example.org.