Online reviews can make or break your business. According to Hubspot, 72% of consumers trust online reviews as much as personal recommendations. In an age when online reviews – on sites like Yelp, ApartmentRatings.com, Google+ Local, Angie’s List, etc. – have proven to increasingly influence offline consumer behavior, what’s a business to do? How do you respond in ways that maximize a glowing review’s word-of-mouse potential, while also understanding the impact that a negative review can make on your bottom line? Do you find that responding to a review fuels an online argument rather than diffuses it? Join Ansley Sudderth, Social Media Training and Communications Coordinator with For Rent Media Solutions™, as she provides answers to these commonly asked questions. You'll leave this #FRMSChat knowing how to craft a diplomatic response to negative reviews, boost brand advocacy using positive reviews and create calls to action to get residents and prospects alike to review your property.

1. Cracking the Code: How
to Respond to Online
Reviews Ansley Sudderth
Social Media Training
& Communications Coordinator

2. Join in the conversation!
Chat with @AptsForRent
for the chance to win
$20!

3. • 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

4. Onlinereviewscanbeconfusing!

5. Why Should I
Respond?

11. Online anonymity
looks something
like...

12. False reviews are…

13. RespondingQuiets
theAnonymous

14. RespondingValidatesAll
Sentiments

15. Responding
DrivesSEO

16. RespondingSafeguards
YourReputation

18. TheThingAboutReviews…

20. In-AdReviews

21. Poll Question

22. Who handles
responding to
reviews at your
community?

23. Everyone!

24. How Do I Respond?

25. Understand
YourAudience

26. BeAuthentic

27. OfferaSolution

28. KeepItTimely

29. ActivelyListen

30. LearnfromPastMistakes
andBe‘Flawsome’

31. BeCourteousand
Professional
Don’t do this!

32. Don’tPointthe
Finger

33. Why Don’t Residents
Leave Reviews?

34. NoIncentive

35. Why Do I Have More
Negative Reviews?

38. Leads to…

39. Horrible reviews!

40. How Can I Capture
Positive Reviews?

41. JustAsk!

43. EmailSignature
Jane Doe
River Run Village Apartments
Leasing Manager
p: 404-234-5678
e: jane.doe@riverrunvillage.com
See what others have to say about
River Run Village on:

44. FirstEncounter:
Move-In

45. MoveOut

46. Completed
WorkOrder

47. OfficeVisit/GeneralConversation

48. Go you!

49. Valuable Links

50. • 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/HowtoGetYourCustomerstoReviewYourB
usniess
• Printable pdf: Online Listings Review Cards
http://bit.ly/FRMSReviewCards
• Happy Holidays from FRMS!
http://bit.ly/FRMSJingle
Valuable Links

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Photo and Statistics Credit