Ready, Set...Respond! [Ep. 14: Reputation Equation: The Asset Management Perspective]
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The document features a discussion on the importance of online reputation in the multifamily housing market, hosted by Carla J. Alicea and featuring guest Michaela Daniel Smith. It emphasizes utilizing online reviews to enhance asset management, improve community performance, and turn criticism into opportunities for growth. The document also highlights the significance of authentic feedback and outlines potential pitfalls in managing online reviews.
Ready, Set...Respond! [Ep. 14: Reputation Equation: The Asset Management Perspective]
- 2. Director of Client Performance ApartmentRatings and SatisFacts HEY THERE Your Host I'm a data-driven marketing communications strategist with 25 years of multifamily experience. My knack for simplifying processes and thoughtful approach to leadership through education offers a diverse and unique perspective on a wide range of topics impacting community performance. C a r l a J . A l i c e a
- 3. Ep. 14: Ready, Set...Respond! REPUTATION EQUATION The Asset Management Perspective That's My Job Guest: Michaela Daniel Smith Director of Asset Management TruePoint Capital
- 4. At the end of the show, share what you learned by commenting on our post on... @satisfactseducation @satisfacts Comment before 5 pm PT today. The education team will judge the submissions and award the most insightful entry. Get social with us! Share your biggest takeaway for a chance to win $50!
- 5. Celebrate RPM Careers Week Shout out to your Teams on Social Media use the hashtags #RPMMoments and #RPMJourneys all week!
- 6. Utilize Online Reviews Asset management uses online reviews to assess the reputation of apartment communities within their portfolio. Research new acquisitions 01 Identify training opportunities 03 Focus on areas for improvement 04 Tap into customer experiences 02
- 7. Fostering Authenticity The Role of Authentic Online Reputation in a Competitive Multifamily Housing Market Learn from the Negative Turning Criticism into Opportunities for Improvement Avoiding Similar Incidents in the Future Surveys & Verified Reviews Gathering Comprehensive Feedback Enhancing Credibility through Verification Selective Promotion Highlighting Genuine Experiences Balancing Positive and Constructive Feedback
- 8. Renter Confidence Q: ARE YOU CONFIDENT YOU CAN RECOGNIZE A FAKE ONLINE REVIEW? Yes 0.00% 20.00% 40.00% 60.00% 80.00% 18-24 25-34 35-44 45-54 55-64 65+
- 9. Budget Outcomes The correlation between reputation and budget outcomes Reduced Turnover 01 Decreasing stress on staff 03 Increasing resident referrals 04 Decreasing turn costs, vacancy 02
- 10. Pitfalls to Avoid Not responding to both negative and positive reviews and generic responses 1 Not knowing your employee and resident satisfaction levels 2 Pressuring on-site teams without the proper level of support 3
- 12. Thanks for joining us today! Up Next... Register at satisfacts.com/webinars