Negative reviews got you down? Less than positive reviews aren't necessarily a bad thing - they can be just as powerful in swaying decision makers.

1. Part
3

3. “Negative reviews make me NOT want to use a local business”
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2016
68%
2018
40%
Source: Brightlocal 2018 Consumer Review Survey

4. 6% 4%
33%
46%
11%
1/5 stars 2/5 stars 3/5 stars 4/5 stars 5/5 stars
What’s the minimum star rating a
business must have for you to
use them?
Source: Brightlocal 2018 Consumer Review Survey

5. I’m not perfect.
But I’ll always
be real.
Tupac Shakur

6. Give the reader some credit:
• Laundry list of complaints
• Overuse of exclamations
• Reviews in all caps
• 1-star “vents”

7. Causes for concern:
• Only 5-star reviews
• Copy/paste responses
• Negative “echoes”
• 3rd party sabotage

9. OUR BIG IDEA

10. Negative
Review
Best
Practices
Assess the situation
Appreciate the reviewer
Acknowledge the positive
Address the issue
Avoid the fluff

11. Assess the
situation
• Read the ENTIRE review
• Individual star ratings
• The negative inside of the positive

12. Appreciate
the reviewer
• Thoughtful opening statement
• Steer clear of hollow phrases
“Thank you for your feedback”
“Thank you for your review”
• What would you say in person?

13. Acknowledge
the positive
• Vents and rants = all 1-stars
• Authentic negative experiences
should have a bright spot or two
• Benefit from what they do like

14. Address the
issue
• Be specific
• Avoid “corporate speak”
“Per your lease…”
“It is our policy…”
• First person singular

15. Avoid the
fluff
• Conflict resolution perspective
• Stay away from repeat phrases
“We strive to provide…”
“It is always our goal…”
• Offer to take it offline – the right
way

16. Review
#1

17. Assess the situation
 Appreciate the reviewer
 Acknowledge the positive
Address the issue
Avoid the fluff

18. Wow, another 5-star review! I also appreciate
your feedback regarding maintenance. As you
know, our team is well-equipped and trained to
handle a wide range of repairs; from time to
time we may have to call in a licensed
professional for those which are more complex.
In the event of a delay, residents are kept in the
loop by email and phone.
Residents sharing their experiences help us to
perform better. Thanks again for the overall
positive review!
 Assess the situation
 Appreciate the reviewer
 Acknowledge the positive
 Address the issue
 Avoid the fluff

19. Review
#2

20. Assess the situation
 Appreciate the reviewer
Acknowledge the positive
Address the issue
Avoid the fluff

21. Although you enjoy the neighborhood, I am
saddened that your experience overall has not
been a positive one. Would it be possible to
schedule a time at your convenience to have a
one on one talk? I would love to know what
specific occurrences you are referencing. This
will be helpful for myself and the rest of the
team to address your concerns.
 Assess the situation
 Appreciate the reviewer
 Acknowledge the positive
 Address the issue
 Avoid the fluff

22. Review
#3

23. Assess the situation
Appreciate the reviewer
Acknowledge the positive
Address the issue
 Avoid the fluff

24. Thank you for the 5-star rating! We also
appreciate your feedback regarding
maintenance. As you know, our team is well-
equipped and trained to handle a wide range of
repairs; from time to time we may have to call in
a licensed professional for those which are
more complex. In the event of a delay, residents
are kept in the loop by email and phone.
Residents sharing their experiences help us to
perform better. Thanks again for the overall
positive review!
 Assess the situation
 Appreciate the reviewer
 Acknowledge the positive
 Address the issue
 Avoid the fluff
Thank you for such a detailed review! It’s wonderful to
see all of the 5-stars and read about the things you do
like. I can definitely address the drawbacks mentioned as
well.
It seems your most pressing issue is with your downstairs
neighbor, which we can start resolving with a quick phone
call or email at your earliest convenience. I’m confident
this will be taken care of in a timely manner so you can
enjoy every aspect of living here!

25. KEY TAKEAWAYS

26. Key
takeaways
• Renters need authenticity
• Perfection can work against you
• Negative reviews are opportunities
• Focus on response quality