Online ReputationManagement for Apartments

Mike Whaling, 30 Lines@30lines // @CbusAptAssoc

You don’t define your brand.Your customers do.

@30lines // @CbusAptAssoc

trust word-of-mouth and recommendations above all other forms of advertising.

92%// Nielsen, 2012 @30lines // @CbusAptAssoc

would use a ratings and reviews website during their apartment search

52%// SatisFacts, 2011 @30lines // @CbusAptAssoc

Perception is

reality.

@30lines // @CbusAptAssoc

Online reputation starts with

onsite service.

@30lines // @CbusAptAssoc

@30lines // @CbusAptAssoc

Make it easy for people to do business with you.

Listen more.Listen better.

@30lines // @CbusAptAssoc

@30lines // @CbusAptAssoc

Always be listening.• Google Alerts // google.com/alerts• Google+ Local // google.com/places• Postling, SocialMention, Twitter Search• Yelp // biz.yelp.com• Apartment Ratings

// apartmentratings.com/manager/login• Apartments // apartments.com/reviews

@30lines // @CbusAptAssoc

Be ready to

respond.

@30lines // @CbusAptAssoc

How to Respond• Don’t get defensive or personal• No “corporate speak”• Be accountable, provide solutions• Try to take it offline• Show the next reader you’re listening

@30lines // @CbusAptAssoc

Go on

offense.

@30lines // @CbusAptAssoc

Buy this: mypropertynamesucks.com

@30lines // @CbusAptAssoc

Create the online presence

you wantprospects to see.

@30lines // @CbusAptAssoc

Build Your Online Presence

Website & Blog

Social Email Advertising

Directories MultimediaReviews

@30lines // @CbusAptAssoc

Claim your

online profilesand local listings.

@30lines // @CbusAptAssoc

Local Listings: Typical Example

Site Claimed? Google Places YES

Yahoo! Local NO

Bing Local NO

Yelp YES

Foursquare NO

CitySearch NO

Localeze NO

Superpages YES

InsiderPages NO

Niche/Local Sites NO

Build Your Online Presence

20

Residents will talk about you, but you need to give them something worth sharing.

@30lines // @CbusAptAssoc

Online reputation starts with

onsite service.

@30lines // @CbusAptAssoc

Takeaways• Start with onsite service.• Be open to feedback. Be approachable.• Listen more. Listen better.• Build a strong online presence.• Go. Try. Learn. Repeat.

@30lines // @CbusAptAssoc

Mike Whaling // 30 Linesapartments.30lines.com

Text my30 to 88000

@30lines // @CbusAptAssoc