Staying Safe In The

Digital WarzoneReputation Management: Strategies to

Original articleby Nick Frantz

#ONECALLNOW

Safeguard your property’s good name

For Property Managers

The Internet ThreatThe Internet makes applications, approval, and communication between tenants and management easier; however, it also gives residents the ability to broadcast complaints very effectively.

So what do you do when complaints are gaining traction on the internet?

I. Be Proactive with

Positive Actions

II. Frequent and Relevant

Communications

III. Maintain Awareness of

Your Reputation

3 Steps to PreventTarnished Reputation

Be ProactiveExample Case Study:

Your provider changed the trash pick-up schedule and for a few days the dumpsters will be packed!

If you don’t – or aren’t able to – effectively notify your residents you risk a misunderstanding.

Could the messy scene provoke residents to snap a quick shot and post a nasty comment?

Be ProactiveThe best – and easiest – way to combat negative impressions is to build and maintain a strong sense of community understanding by communicating effectively with your residents.

Proactive communication puts you in control.

- And lets others know you’re in control.

Are you tempted to stay silent and hide in the background?

Fostering an environment of compliance and cooperation with your residents helps them feel comfortable in contacting you with an issue instead of broadcasting a complaint.

Frequent and Relevant Communications

Situations may quickly gain momentum from false or misleading information when organizations fail to communicate effectively.

“If you don’t give people information, they’ll make up something to fill the void.”

Frequent and Relevant Communications

- Carla O’Dell

Speculation and rumor are not your friends.

o Defend your property o Attempt to discredit the mud-slingerso Explain what really happenedo Hire a reputation management firm

Be Aware of Your Reputation

Negative comments about your property are popping up online, now what?

You may be asking yourself if you should:

Be Aware of Your Reputation

Are these legitimate complaints or derogatory trash talk?

First, it’s important to ask yourself:

Responding to postings on consumer complaint sites can often

prolong the longevity of the complaint, so try to only handle what you

can effectively solve with a positive outcome.

You have to be willing to walk away and direct your focus on what you can control.

Be Aware of Your Reputation

Here’s a tip to save some time!

Google alerts can notify you when

your property’s name shows up in

new content that has been posted

on the internet.

Avoid spending excessive time seeking out negative chatter!

Set up a Google Alert

with your residents.

That means using the communication methods your residents prefer.

Effective CommunicationAll of these points rely on

Yes, traditional communication methods are costly, time consuming, and sometimes not very effective. That’s why property managers are now using mass notification services to keep their residents in the loop.

There are giant benefits for using

Delivered within minutes to everyone across all communication mediums

Reaches residents using methods of their choice Smartphone Apps make it easy for on-the-go managers Setup is simple – no software, no hardware, no additional

phone lines

Automated translations (52 languages) Keypad responses Personalized Messages Detailed Reports

Automated features expand your reach

Additional Resources

Click HereFor the blog article

It’s clear communicating with social media has it’s downsides. Every medium does - including text-only communication.

What’s wrong with text-only communication? When is it appropriate to text? What are other ways to engage with residents? Learn the answers to these questions and more by reading our newest blog “Resident Communication is Not One Size Fit’s All”