Cracking the Code: How
to Respond to Online
Reviews Ansley Sudderth
Social Media Training
& Communications Coordinator
Join in the conversation!
Chat with @AptsForRent
for the chance to win
$20!
• Why Should I Respond?
• How Do I Respond?
• Why Don’t People Leave Reviews?
• Why Do I Have More Negative Reviews?
• How...
Onlinereviewscanbeconfusing!
Why Should I
Respond?
Online anonymity
looks something
like...
False reviews are…
RespondingQuiets
theAnonymous
RespondingValidatesAll
Sentiments
Responding
DrivesSEO
RespondingSafeguards
YourReputation
TheThingAboutReviews…
In-AdReviews
Poll Question
Who handles
responding to
reviews at your
community?
Everyone!
How Do I Respond?
Understand
YourAudience
BeAuthentic
OfferaSolution
KeepItTimely
ActivelyListen
LearnfromPastMistakes
andBe‘Flawsome’
BeCourteousand
Professional
Don’t do this!
Don’tPointthe
Finger
Why Don’t Residents
Leave Reviews?
NoIncentive
Why Do I Have More
Negative Reviews?
Leads to…
Horrible reviews!
How Can I Capture
Positive Reviews?
JustAsk!
EmailSignature
Jane Doe
River Run Village Apartments
Leasing Manager
p: 404-234-5678
e: jane.doe@riverrunvillage.com
See w...
FirstEncounter:
Move-In
MoveOut
Completed
WorkOrder
OfficeVisit/GeneralConversation
Go you!
Valuable Links
• Blog post: Six Steps in Building Your Online
Reputation
http://pro.homes.com/W1B
• Helpful pdf: How to Get Your Customer...
http://www.highervisibility.com/wp-content/uploads/2012/02/seoarticle.jpg?0dfd67
http://bookriot.com/wp-content/uploads/20...
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews
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Cracking the Code: How to Respond to Online Reviews

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Online reviews can make or break your business. According to Hubspot, 72% of consumers trust online reviews as much as personal recommendations. In an age when online reviews – on sites like Yelp, ApartmentRatings.com, Google+ Local, Angie’s List, etc. – have proven to increasingly influence offline consumer behavior, what’s a business to do? How do you respond in ways that maximize a glowing review’s word-of-mouse potential, while also understanding the impact that a negative review can make on your bottom line? Do you find that responding to a review fuels an online argument rather than diffuses it?

Join Ansley Sudderth, Social Media Training and Communications Coordinator with For Rent Media Solutions™, as she provides answers to these commonly asked questions. You'll leave this #FRMSChat knowing how to craft a diplomatic response to negative reviews, boost brand advocacy using positive reviews and create calls to action to get residents and prospects alike to review your property.

Published in: Real Estate, Technology, Business
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  • Cracking the Code: How to Respond to Online Reviews

    1. 1. Cracking the Code: How to Respond to Online Reviews Ansley Sudderth Social Media Training & Communications Coordinator
    2. 2. Join in the conversation! Chat with @AptsForRent for the chance to win $20!
    3. 3. • Why Should I Respond? • How Do I Respond? • Why Don’t People Leave Reviews? • Why Do I Have More Negative Reviews? • How Can I Capture Positive Reviews? • Valuable Links • Q&A Agenda
    4. 4. Onlinereviewscanbeconfusing!
    5. 5. Why Should I Respond?
    6. 6. Online anonymity looks something like...
    7. 7. False reviews are…
    8. 8. RespondingQuiets theAnonymous
    9. 9. RespondingValidatesAll Sentiments
    10. 10. Responding DrivesSEO
    11. 11. RespondingSafeguards YourReputation
    12. 12. TheThingAboutReviews…
    13. 13. In-AdReviews
    14. 14. Poll Question
    15. 15. Who handles responding to reviews at your community?
    16. 16. Everyone!
    17. 17. How Do I Respond?
    18. 18. Understand YourAudience
    19. 19. BeAuthentic
    20. 20. OfferaSolution
    21. 21. KeepItTimely
    22. 22. ActivelyListen
    23. 23. LearnfromPastMistakes andBe‘Flawsome’
    24. 24. BeCourteousand Professional Don’t do this!
    25. 25. Don’tPointthe Finger
    26. 26. Why Don’t Residents Leave Reviews?
    27. 27. NoIncentive
    28. 28. Why Do I Have More Negative Reviews?
    29. 29. Leads to…
    30. 30. Horrible reviews!
    31. 31. How Can I Capture Positive Reviews?
    32. 32. JustAsk!
    33. 33. EmailSignature Jane Doe River Run Village Apartments Leasing Manager p: 404-234-5678 e: jane.doe@riverrunvillage.com See what others have to say about River Run Village on:
    34. 34. FirstEncounter: Move-In
    35. 35. MoveOut
    36. 36. Completed WorkOrder
    37. 37. OfficeVisit/GeneralConversation
    38. 38. Go you!
    39. 39. Valuable Links
    40. 40. • Blog post: Six Steps in Building Your Online Reputation http://pro.homes.com/W1B • Helpful pdf: How to Get Your Customers to Review Your Business http://bit.ly/HowtoGetYourCustomerstoReviewYourB usniess • Printable pdf: Online Listings Review Cards http://bit.ly/FRMSReviewCards • Happy Holidays from FRMS! http://bit.ly/FRMSJingle Valuable Links
    41. 41. http://www.highervisibility.com/wp-content/uploads/2012/02/seoarticle.jpg?0dfd67 http://bookriot.com/wp-content/uploads/2013/09/Understanding-Online-Star-Ratings-for-Films-Photos-2-289x300.png http://www.claxonmarketing.com/wp-content/uploads/2013/07/stars-300x300.jpg http://whitneym49.files.wordpress.com/2012/06/anongrag.jpg http://actuary21c.smugmug.com/Photography/MyDerived/i-Rq89dCw/0/S/ComplaintVTwoAnonymousActuarie-S.png http://media.tumblr.com/tumblr_lg2stl7N5q1qfr50i.jpg http://reviewreputation.com/wp-content/uploads/2013/03/woman-dispute.jpg http://www.testingmom.com/wp-content/uploads/formula-boy.jpeg http://www.hotelmarketingstrategies.com/wp-content/uploads/2011/03/testimonial-customer-594x394.jpg http://www.zagoumenov.com/wp-content/uploads/2010/04/seo-training.jpg http://behance.vo.llnwd.net/profiles8/531626/projects/4181325/8e41e0cac2d1bf3f07ff81143d29113a.jpg http://www.idontgetit.us/wp-content/uploads/2012/07/photo-promises.jpeg http://www.grassroots-ch.com/Portals/2/incentive_thm.jpg http://www.winningmark.com/wp-content/uploads/2012/05/icons.png http://info.stevebrownapts.com/Portals/150505/images/sba_2-resized-600.jpg http://www.skylineonline.ca/files/u11/Maintenance-Man.jpg http://www.chr-apartments.com/sites/default/files/imagecache/504x296/ewilde_130812_3254.jpg http://miloedwards.com/wp-content/uploads/2012/09/be-authentic.jpg https://encrypted-tbn1.gstatic.com/images?q=tbn:ANd9GcRUzqIxa_g52B6rtAeNnM1y1ycM7p3ZQgIr5k61vv41xDpvHMgJ http://www.sensetoys.com/toys/images/products/largepics/5144_Blue_5_min_timer_250.jpg http://www.bestpharmguide.com/magazine/wp-content/uploads/2010/12/reading.jpg http://timemanagementninja.com/wp-content/uploads/2012/03/erase-mistakes.jpg http://www.crushable.com/wp-content/uploads/2013/12/Tina-Fey-not-cool-GIF.gif http://fancyoatmealblog.files.wordpress.com/2012/08/self-high-five-tina-fey.gif?w=560 http://www.streetinsider.com/images/news/6555068/resize_point_finger.jpg http://callproof.com/wp-content/uploads/2013/07/reputation-management-strategy-.jpg http://www.digitalmarketingdeva.com/responding-to-online-customer-reviews-can-improve-local-seo/ Photo and Statistics Credit

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