Thriftbooks & Trustpilot - Reviews Happen: A Strategy of When & How to Respond
Cracking the Code: How to Respond to Online Reviews
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Cracking the Code: How to Respond to Online Reviews Ansley Sudderth Social Media Training & Communications Coordinator
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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.
Transcript of Cracking the Code: How to Respond to Online Reviews
Cracking the Code: How to Respond to Online Reviews Ansley Sudderth
Social Media Training & Communications Coordinator
Join in the conversation!
Chat with @AptsForRent for the chance to win
$20!
• 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
Online reviews can be confusing!
Why Should I Respond?
Online anonymity looks something
like...
False reviews are…
Responding Quiets the Anonymous
Responding Validates All Sentiments
Responding Drives SEO
Responding Safeguards Your Reputation
The Thing About Reviews…
In-Ad Reviews
Poll Question
Who handles responding to reviews at your community?
Everyone!
How Do I Respond?
Understand Your Audience
Be Authentic
Offer a Solution
Keep It Timely
Actively Listen
Learn from Past Mistakes and Be ‘Flawsome’
Be Courteous and Professional
Don’t do this!
Don’t Point the Finger
Why Don’t Residents Leave Reviews?
No Incentive
Why Do I Have More Negative Reviews?
Leads to…
Horrible reviews!
How Can I Capture Positive Reviews?
Just Ask!
Email Signature
Jane DoeRiver Run Village ApartmentsLeasing Managerp: 404-234-5678e: [email protected]
See what others have to say about River Run Village on:
First Encounter: Move-In
Move Out
Completed Work Order
Office Visit/General Conversation
Go you!
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/HowtoGetYourCustomerstoReviewYourBusniess
• Printable pdf: Online Listings Review Cards
http://bit.ly/FRMSReviewCards• Happy Holidays from FRMS!
http://bit.ly/FRMSJingle
Valuable Links
Q&A
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