Onsite Insites by SatisFacts Research 2014 - 4th Quarter | Page 16

Responding to Online Reviews
Managing your online reputation is vital to the success of your community.

“Save T.H.E.M.”

is an easy and effective 4-step technique for responding to online reviews. This technique
helps define the steps needed to craft an appropriate and successful response.

T is for Timing
H is for Honesty
E is for Empathy
M is for Message
Visit gracehill.com
to learn more and scan
this code to watch the
Reputation Management
course preview.

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Take advantage of the opportunity to respond.
A quick response demonstrates management’s responsiveness
and dependability, commitment to service, and a goal of addressing
and resolving any issues. Respond to every review within 24 hours.

Be willing to admit fault.
Be willing to admit when you make a mistake and offer a resolution.
You will earn the respect of prospective and current residents.

View the situation from the resident’s point of view.
Eliminate corporate speak. “According to our policy,” or “As stated
in your lease agreement,” adds fuel to the fire and comes across as
insincere. Use phrases and words that demonstrate your concern.

It’s not WHAT you say. It’s HOW you say it.
Leverage any positive remarks. Be clear about your intentions or
next steps. Have a call to action for the reviewer that includes
community contact information.

Want to learn more about responding to reviews or
handling negative reviews? Need help managing your
online reputation?
Take Grace Hill’s Reputation Management course.

gracehill.com | 866.472.2344