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Online Reputation Management for Apartment Companies

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Originally presented by Mike Whaling to the Columbus Apartment Association on February 14, 2013.

Originally presented by Mike Whaling to the Columbus Apartment Association on February 14, 2013.

Published in Business
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  • 1. Online ReputationManagement for Apartments Mike Whaling, 30 Lines @30lines // @CbusAptAssoc
  • 2. You don’t define your brand.Your customers do. @30lines // @CbusAptAssoc
  • 3. 92%trust word-of-mouth andrecommendations above allother forms of advertising.// Nielsen, 2012 @30lines // @CbusAptAssoc
  • 4. 52%would use a ratings andreviews website during theirapartment search// SatisFacts, 2011 @30lines // @CbusAptAssoc
  • 5. Perception isreality. @30lines // @CbusAptAssoc
  • 6. Online reputation starts withonsite service. @30lines // @CbusAptAssoc
  • 7. Make it easyfor people to dobusiness with you. @30lines // @CbusAptAssoc
  • 8. Listen more.Listen better. @30lines // @CbusAptAssoc
  • 9. @30lines // @CbusAptAssoc
  • 10. Always be listening.• Google Alerts // google.com/alerts• Google+ Local // google.com/places• Postling, SocialMention, Twitter Search• Yelp // biz.yelp.com• Apartment Ratings // apartmentratings.com/manager/login• Apartments // apartments.com/reviews @30lines // @CbusAptAssoc
  • 11. Be ready torespond. @30lines // @CbusAptAssoc
  • 12. How to Respond• Don’t get defensive or personal• No “corporate speak”• Be accountable, provide solutions• Try to take it offline• Show the next reader you’re listening @30lines // @CbusAptAssoc
  • 13. Go onoffense. @30lines // @CbusAptAssoc
  • 14. Buy this:mypropertynamesucks.com @30lines // @CbusAptAssoc
  • 15. Create the online presenceyou wantprospects to see. @30lines // @CbusAptAssoc
  • 16. Build Your Online PresenceDirectories Reviews Multimedia Website & Blog Social Email Advertising @30lines // @CbusAptAssoc
  • 17. Claim youronline profilesand local listings. @30lines // @CbusAptAssoc
  • 18. Build Your Online PresenceLocal Listings: Typical ExampleSite Claimed?Google Places YESYahoo! Local NOBing Local NOYelp YESFoursquare NOCitySearch NOLocaleze NOSuperpages YESInsiderPages NONiche/Local Sites NO
  • 19. 20
  • 20. Residents will talk about you,but you need to give themsomething worth sharing. @30lines // @CbusAptAssoc
  • 21. Online reputation starts withonsite service. @30lines // @CbusAptAssoc
  • 22. Takeaways• Start with onsite service.• Be open to feedback. Be approachable.• Listen more. Listen better.• Build a strong online presence.• Go. Try. Learn. Repeat. @30lines // @CbusAptAssoc
  • 23. Mike Whaling // 30 Linesapartments.30lines.comText my30 to 88000 @30lines // @CbusAptAssoc