In the wake of the COVID-19 pandemic, with stay-at-home orders in 31 states and counting, an increased number of families are confined to their homes. During such times, the on-site property teams and resources are likely to be tested. Reviewers are complaining about the property teams not doing enough to combat Coronavirus or lack of accommodations by the management when it comes to rent payment. On the bright side, residents are quick to point out positive actions such as the “manager handing out pizza and sanitizers.”
As you work frenetically to manage this crisis and the effect it may have on your online reputation, how can you effectively respond to some of the criticism stemming from your property’s handling of Coronavirus in online reviews?
Here are some tips to respond to reviews around this fluid situation.
Be empathetic: The situation today is an anomaly, and many people are extremely anxious. Be empathetic while reading and responding to reviews, and reassure residents that the management is making every effort to follow guidelines from trusted sources like the Centers for Disease Control and Preventionand the local, state and federal government to ensure the well-being of everyone connected to the community. It is critical to reflect sympathy and understanding particularly with complaints related to rent collection during this time of “economic vulnerability.”
Monitor your reviews: Get your teams to diligently monitor reviews for any conversation related to this crisis. Nip any apprehensions and further gossip in the bud by reaching out to the resident directly ……