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

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• 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: jane.doe@riverrunvillage.com

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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