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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.

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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. Agenda • • • • • • • 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
  4. 4. Online reviews can be confusing!
  5. 5. Why Should I Respond?
  6. 6. Online anonymity looks something like...
  7. 7. False reviews are…
  8. 8. Responding Quiets the Anonymous
  9. 9. Responding Validates All Sentiments
  10. 10. Responding Drives SEO
  11. 11. Responding Safeguards Your Reputation
  12. 12. The Thing About Reviews…
  13. 13. In-Ad Reviews
  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 Your Audience
  19. 19. Be Authentic
  20. 20. Offer a Solution
  21. 21. Keep It Timely
  22. 22. Actively Listen
  23. 23. Learn from Past Mistakes and Be ‘Flawsome’
  24. 24. Be Courteous and Professional Don’t do this!
  25. 25. Don’t Point the Finger
  26. 26. Why Don’t Residents Leave Reviews?
  27. 27. No Incentive
  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. Just Ask!
  33. 33. Email Signature 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. First Encounter: Move-In
  35. 35. Move Out
  36. 36. Completed Work Order
  37. 37. Office Visit/General Conversation
  38. 38. Go you!
  39. 39. Valuable Links
  40. 40. Valuable Links • 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
  41. 41. Q&A
  42. 42. Photo and Statistics Credit 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/

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