The General Consumer, is a Smart One

Gone are the days where customers don’t know anything. With little exception, the amount of information online makes it pretty easy for the general consumer to be informed. In the multifamily industry, prospects will walk right into the apartment building and request to see specific floor plans that they viewed online. But before they walk through the door, they will have looked at online reviews on Google My Business, Yelp, and Apartment Ratings.

But even when an apartment community receives a negative review, it presents an opportunity! If someone on the onsite team reads the negative review and works swiftly to resolve the issue, they can gain a loyal customer in the outcome! When this happens, it is also wise to (politely) ask for that person to update their review so that other people can see that the team at that specific apartment community has excellent customer service! The key to this managing an informed consumer is to keep the conversation with your customer going in a positive direction – online or off!