When was the last time you tried a new restaurant without checking the reviews? Or made a big purchase without first checking the ratings? Consumers across industries rely more and more on what the world wide web has to say about a business or product, and it is increasingly becoming the same way when it comes to apartment communities. Multifamily Industry leaders have had to come up with methods to consistently garner positive feedback from residents on online review and internet listing sites.
J Turner Research interviewed property managers from three of the 2015 ORA™ Power Rankings Top 50 Properties with the best online reputation in the nation.
Top Ten Tips
1. Quick reaction time to resident concerns.
2. Follow-up on all resident submissions positive or negative.
3. Management's ability to change course, if warranted.
4. Stay ahead of potential resident issues.
5. Build solid camaraderie in the office through teamwork.
6. 100% open door policy with residents.
7. Create a 'buzz' and connect with residents on social media.
8. Provide superior customer service where residents' needs come first.
9. Communicate with residents at all times.
10. Don't shy away from sharing negative reviews.
Meet the experts:
The Kensington, managed by Bozzuto Daniel Pereira, General Manager His success mantra: "Our team's reaction time and consistent follow up to all resident questions or concerns, I believe is what sets us apart."
The Laurel Apartments, managed by Laramar Nicole Lindquist, Community Manager Her success mantra: "Create a solid camaraderie through constant teamwork within the office, and to build a comfortable, and fun environment for the residents. "
Pohlig Box Factory Holly Hilton, Resident Manager Her success mantra: " Superior customer service and communication with residents is the key to managing online reputation."
For more than 35 years, Joseph Batdorf has contributed to the multifamily industry with his entrepreneurship and vision to introduce path-breaking solutions that directly impact a company’s bottom line.
In 2003, Joseph Batdorf partnered with experts in marketing research to co-found J Turner Research. The company offers customer insights that empower multifamily companies to advance their business. With its extensive portfolio of products - survey programs and online reputation assessment (ORA™) score, J Turner Research enables clients to enhance customer satisfaction, increase closing ratios, improve online reputation, and optimize resources. J Turner Research surveys more than 170,000 residents and prospects and tracks the online reputation of more than 59,000 properties nationwide, across all review sites on a monthly basis.
In his role as J Turner Research’s president, Batdorf oversees the company’s strategic growth. He has been engaged as a panelist and presenter in the industry for several years. Batdorf’s various speaking engagements include presenting in the 2009, 2010, 2012 NAA Education Conference, 2010 NAA Student Housing Conference, and participating as a panelist for the Multifamily Executive’s General Session on Concept Community for five consecutive years since 2012. He currently serves on the Houston Better Government Fund. Batdorf graduated from the Michigan State University.