Online Reputation Management for Apartment Companies

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30 Lines

Originally presented by Mike Whaling to the Columbus Apartment Association on February 14, 2013.

Business

Online Reputation
Management for Apartments

Mike Whaling, 30 Lines
@30lines // @CbusAptAssoc

92%
trust word-of-mouth and
recommendations above all
other forms of advertising.
// Nielsen, 2012 @30lines // @CbusAptAssoc

52%
would use a ratings and
reviews website during their
apartment search
// SatisFacts, 2011 @30lines // @CbusAptAssoc

Perception is

reality.
@30lines // @CbusAptAssoc

Online reputation starts with

onsite service.

@30lines // @CbusAptAssoc

Make it easy
for people to do
business with you.

@30lines // @CbusAptAssoc

Listen more.
Listen better.

@30lines // @CbusAptAssoc

Always be listening.
• Google Alerts // google.com/alerts
• Google+ Local // google.com/places
• Postling, SocialMention, Twitter Search
• Yelp // biz.yelp.com
• Apartment Ratings
// apartmentratings.com/manager/login
• Apartments // apartments.com/reviews

@30lines // @CbusAptAssoc

Be ready to

respond.
@30lines // @CbusAptAssoc

How to Respond
• Don’t get defensive or personal
• No “corporate speak”
• Be accountable, provide solutions
• Try to take it ofﬂine
• Show the next reader you’re listening

@30lines // @CbusAptAssoc

Go on

offense.
@30lines // @CbusAptAssoc

Buy this:
mypropertynamesucks.com

@30lines // @CbusAptAssoc

Create the online presence

you want
prospects to see.

@30lines // @CbusAptAssoc

Build Your Online Presence

Directories Reviews Multimedia

Website & Blog

Social Email Advertising

@30lines // @CbusAptAssoc

Claim your

online proﬁles
and local listings.

@30lines // @CbusAptAssoc

Build Your Online Presence

Local Listings: Typical Example
Site Claimed?
Google Places YES
Yahoo! Local NO
Bing Local NO
Yelp YES
Foursquare NO
CitySearch NO
Localeze NO
Superpages YES
InsiderPages NO
Niche/Local Sites NO

Residents will talk about you,
but you need to give them
something worth sharing.

@30lines // @CbusAptAssoc

Takeaways
• Start with onsite service.
• Be open to feedback. Be approachable.
• Listen more. Listen better.
• Build a strong online presence.
• Go. Try. Learn. Repeat.

@30lines // @CbusAptAssoc

Mike Whaling // 30 Lines
apartments.30lines.com

Text my30 to 88000

@30lines // @CbusAptAssoc

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Online Reputation Management for Apartment Companies

1. Online Reputation Management for Apartments Mike Whaling, 30 Lines @30lines // @CbusAptAssoc

2. You don’t deﬁne your brand. Your customers do. @30lines // @CbusAptAssoc

3. 92% trust word-of-mouth and recommendations above all other forms of advertising. // Nielsen, 2012 @30lines // @CbusAptAssoc

4. 52% would use a ratings and reviews website during their apartment search // SatisFacts, 2011 @30lines // @CbusAptAssoc

5. Perception is reality. @30lines // @CbusAptAssoc

7. Online reputation starts with onsite service. @30lines // @CbusAptAssoc

8. Make it easy for people to do business with you. @30lines // @CbusAptAssoc

9. Listen more. Listen better. @30lines // @CbusAptAssoc

10. @30lines // @CbusAptAssoc

11. Always be listening. • Google Alerts // google.com/alerts • Google+ Local // google.com/places • Postling, SocialMention, Twitter Search • Yelp // biz.yelp.com • Apartment Ratings // apartmentratings.com/manager/login • Apartments // apartments.com/reviews @30lines // @CbusAptAssoc

12. Be ready to respond. @30lines // @CbusAptAssoc

13. How to Respond • Don’t get defensive or personal • No “corporate speak” • Be accountable, provide solutions • Try to take it ofﬂine • Show the next reader you’re listening @30lines // @CbusAptAssoc

14. Go on offense. @30lines // @CbusAptAssoc

15. Buy this: mypropertynamesucks.com @30lines // @CbusAptAssoc

16. Create the online presence you want prospects to see. @30lines // @CbusAptAssoc

17. Build Your Online Presence Directories Reviews Multimedia Website & Blog Social Email Advertising @30lines // @CbusAptAssoc

18. Claim your online proﬁles and local listings. @30lines // @CbusAptAssoc

19. Build Your Online Presence Local Listings: Typical Example Site Claimed? Google Places YES Yahoo! Local NO Bing Local NO Yelp YES Foursquare NO CitySearch NO Localeze NO Superpages YES InsiderPages NO Niche/Local Sites NO

20. 20

21.

22. Residents will talk about you, but you need to give them something worth sharing. @30lines // @CbusAptAssoc

23. Online reputation starts with onsite service. @30lines // @CbusAptAssoc

24. Takeaways • Start with onsite service. • Be open to feedback. Be approachable. • Listen more. Listen better. • Build a strong online presence. • Go. Try. Learn. Repeat. @30lines // @CbusAptAssoc

25. Mike Whaling // 30 Lines apartments.30lines.com Text my30 to 88000 @30lines // @CbusAptAssoc

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