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Cracking the Code: How to Respond to Online Reviews Ansley Sudderth Social Media Training & Communications Coordinator

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 Ansley Sudderth

Social Media Training & Communications Coordinator

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Join in the conversation!

Chat with @AptsForRent for the chance to win

$20!

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• 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

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Online reviews can be confusing!

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Why Should I Respond?

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Online anonymity looks something

like...

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False reviews are…

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Responding Quiets the Anonymous

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Responding Validates All Sentiments

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Responding Drives SEO

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Responding Safeguards Your Reputation

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The Thing About Reviews…

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In-Ad Reviews

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Poll Question

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Who handles responding to reviews at your community?

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Everyone!

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How Do I Respond?

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Understand Your Audience

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Be Authentic

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Offer a Solution

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Keep It Timely

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Actively Listen

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Learn from Past Mistakes and Be ‘Flawsome’

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Be Courteous and Professional

Don’t do this!

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Don’t Point the Finger

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Why Don’t Residents Leave Reviews?

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No Incentive

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Why Do I Have More Negative Reviews?

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Leads to…

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Horrible reviews!

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How Can I Capture Positive Reviews?

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Just Ask!

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Email Signature

Jane DoeRiver Run Village ApartmentsLeasing Managerp: 404-234-5678e: [email protected]

See what others have to say about River Run Village on:

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First Encounter: Move-In

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Move Out

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Completed Work Order

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Office Visit/General Conversation

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Go you!

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Valuable Links

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• 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/HowtoGetYourCustomerstoReviewYourBusniess

• Printable pdf: Online Listings Review Cards

http://bit.ly/FRMSReviewCards• Happy Holidays from FRMS!

http://bit.ly/FRMSJingle

Valuable Links

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Q&A

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