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,, 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

  • 1.Cracking the Code: How to Respond to Online ReviewsAnsley Sudderth Social Media Training & Communications Coordinator

2. Join in the conversation!Chat with @AptsForRent for the chance to win $20! 3. Agenda Why Should I Respond? How Do I Respond? Why Dont People Leave Reviews? Why Do I Have More Negative Reviews? How Can I Capture Positive Reviews? Valuable Links Q&A 4. Online reviews can be confusing! 5. Why Should I Respond? 6. Online anonymity looks something like... 7. False reviews are 8. Responding Quiets the Anonymous 9. Responding Validates All Sentiments 10. Responding Drives SEO 11. Responding Safeguards Your Reputation 12. The Thing About Reviews 13. In-Ad Reviews 14. Poll Question 15. Who handles responding to reviews at your community? 16. Everyone! 17. How Do I Respond? 18. Understand Your Audience 19. Be Authentic 20. Offer a Solution 21. Keep It Timely 22. Actively Listen 23. Learn from Past Mistakes and Be Flawsome 24. Be Courteous and ProfessionalDont do this! 25. Dont Point the Finger 26. Why Dont Residents Leave Reviews? 27. No Incentive 28. Why Do I Have More Negative Reviews? 29. Leads to 30. Horrible reviews! 31. How Can I Capture Positive Reviews? 32. Just Ask! 33. Email Signature Jane Doe River Run Village Apartments Leasing Manager p: 404-234-5678 e: See what others have to say about River Run Village on: 34. First Encounter: Move-In 35. Move Out 36. Completed Work Order 37. Office Visit/General Conversation 38. Go you! 39. Valuable Links 40. Valuable Links Blog post: Six Steps in Building Your Online Reputation Helpful pdf: How to Get Your Customers to Review Your Business usniess Printable pdf: Online Listings Review Cards Happy Holidays from FRMS! 41. Q&A 42. Photo and Statistics Credit