Maintenance Mayhem
I drip, I leak, I sometimes won't heat. A resident says they've called three times, and now their complaint lives online. Before defending your maintenance team, what should you do first?
What is acknowledge the resident's concern and research the service history?
A resident's complaint happened before your company ever owned the community. Their frustration may be real, but the management company they're blaming wasn't there. What's your first move?
What is acknowledge their experience without accepting responsibility for the previous ownership?
Residents rarely celebrate seeing me. I may appear at renewal, and suddenly a 5-star resident becomes a one=star reviewer. What am I?
What is a rent increase?
"The manager is RUDE!" No dates. No examples. Just one angry sentence. What is the one thing your manager should definitely NOT do?
What is respond defensively or argue with the reviewer?
"Are there a lot of families with kids living here?" It sounds like friendly small talk, but answering it could steer a prospect based on what?
What is Familial Status?
The resident says, "Maintenance NEVER came!" Your records show the technician completed the work order yesterday. You have the receipts—but Google isn't a courtroom. What shouldn't you do?
What is publicly argue with or correct the resident?
New name. New management. Old one-star review. You could shout, "THAT WASN'T US!" but there's a better way. What should your response communicate?
What is that the community is now under new management and we welcome the opportunity to improve their experience?
"THEY STOLE MY DEPOSIT!" says the review. You can see every charge on their ledger. Why shouldn't your response list those charges publicly?
What is protecting the resident's private/account information?
A reviewer names your leasing agent personally and insults her. You instruct the team to flag the review for what?
What is "Harassment"?
"Is this a safe neighborhood?" Your leasing agent wants to say, "Absolutely! This is one of the safest areas in town!" What's the WRONG answer?
What is making a safety guarantee and potentially steering based on subjective neighborhood characterizations?
The AC is out, the resident is furious, and your response says, "We guarantee this will be fixed tomorrow." What's hiding inside this helpful-sounding sentence?
What is a promise or guarantee we may not be able to keep?
Previous ownership kept their deposit. New ownership inherited their Google review. Why shouldn't your response simply say, "You'll need to contact the previous owner"?
What is because it sounds dismissive and doesn't acknowledge the reviewer's concern?
"Hidden fees everywhere!" The fee is actually disclosed in the lease. Your response could prove the resident wrong in two sentences—but what should you do instead?
What is acknowledge the concern and invite the resident to review their account/lease details privately with the office?
"Nobody ever answers the phone!" You pull the records and discover your team missed three calls from this resident. The uncomfortable twist: They're right! What's the best response strategy?
What is take appropriate accountability, apologize for the communication breakdown, and provide a next step?
A review complains, "There are kids running around everywhere and management does NOTHING!" What's the trap in apologizing that "so many children" are disturbing the resident?
What is validating potentially discriminatory treatment based on familial status?
"Mold, mold, MOLD!" screams the one-star review. You haven't inspected the home and don't know what the substance is. What dangerous word should you avoid confirming in your response?
What is "mold"?
You inherited the buildings, the residents, the landscaping—and a mountain of bad reviews. What's one thing you didn't inherit that you should never publicly pretend you know?
What are the complete facts/details surrounding interactions that occurred under previous management?
The reviewer owes $2,437.18, has been sent to collections, and calls your company "money hungry." You know exactly why they owe it. How much of that balance belongs in your Google response?
What is none of it?
The review contains profanity, insults to your manager, criticizes maintenance, and makes an accusation you believe is completely false. What's usually the worst thing your team can match?
What is the reviewer's tone?
A prospect asks, "Would I fit in here? I'm looking for somewhere with people like me." Your leasing agent knows exactly what they're asking--but shouldn't describe resident demographics. Where can you redirect them instead?
What are objective information and resources—such as apartment features, amenities, location, nearby businesses, transportation, and other neutral community information?
I beep and beep when I'm low on energy. I always need a yearly check-up.
What is a Fire Inspection?
Someone leaves a 1-star review for a community with a similar name; they're name does match an existing resident. What's your first move?
What is call the resident to ensure they're not in need and to determine if they left the review.
A reviewer leaves a 2-star review because they didn't receive a refund of the holding fee. Why are they expecting a refund?
They mistook the holding fee for the admin fee.
An upset resident is sending threatening emails to the resident services inbox through a spoof email. How do you proceed?
What is ask the team if anyone was upset and if this email matches another email to identify the resident.
A handicapped resident requests a reasonable accommodation during a service visit. What should the maintenance tech do with the request?
What is inform the Property Manager immediately.