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A bad review for a Los Angeles Property Management company can dwell on Property Managers and owners for months, and maybe even for the next few years. Prospective tenants are not going to show up at a property without having done their homework. A single bad review can give potential renters a bad impression of a property or even a Property Manager and may be enough to turn desirable renters away before they can even apply. If you’ve worked and are currently working with or as a Los Angeles Property Management company, learning the proper steps to lighten the blow is key for continued success.

Damage Control

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Before doing anything, read the review thoroughly, several times if you have to. Is there fact to the review? Meaning, is the complaint about a broken washing machine or did the rent go up? Simply acknowledging a resident’s complaint can clearly avoid a negative outcome and it will show potential renters that the Property Management can respond to any renter issue.

 

Many negative reviews sometimes aren’t based on fact and state just an opinion. These require more reach on Property Management. A proper response will not only show future tenants that Property Management is on top of things, it could fix the upset resident’s problem and keep them satisfied.

A Bad Review

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Assuming the Property Manager responded to a negative review based on one tenant’s opinion. The best things to do is to respond quickly and clear things up offline.

An example can be, if a Property Management company receives a negative review on Yelp, leaving a comment letting the reviewer know you are sorry they are unhappy but definitely hear their concerns. Inform them the best way to resolve their issue is to get in contact the Property Management office to directly resolve the matter.

With this done, future renters will see that you respond in a professional manner as well as quickly to a complaint and will be able to resolve matters without leaving an online trail of negative exchanges. Not getting into a back and forth online exchange is best, even if the renter is not correct in their statement. Dealing with the issue in this manner will only harm the Property Management’s online reputation. Potential renters could be inclined to side with the tenant’s negative remarks.

What Property Managers Deal With

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When dealing with a negative review, one of duties of the Property Manager is to report this the owner. If a Property Manager doesn’t do this it could make it look like they were trying to hide the negative review.  Handling the review the right way while keeping the owner in the loop can help you as a Property Manager.

After mitigating the situation, setting up an online alert will help, try Google Alerts or more vigorous social media monitoring tools to let the Property Management company know when people mention the company online or leave a review on third party site like Yelp. Automating the process, ensures that Property Management company will be notified quickly the next time someone reviews the Property Management company. With this in place the Property Management company will catch the negative reviews, while at the same time staying updated on positive reviews.

Speed is a key essence with a bad review. The faster Property Management receives the review, the less of a hit on your occupancy rate and reputation. Though, you can still mitigate the effects of older reviews by dealing with it in a quick and positive manner.
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Posted by: emoss on May 19, 2016
Posted in: Uncategorized