Stop dealing with your reputation on the back-end. Reputation monitoring tools are like credit monitoring tools -- some damage can be reversed but it's a long, painful, and oftentimes ineffective process.

Start managing reputation on the front-end! Aptly can help you facilitate a total online reputation management effort.

Watch the full webinar on this topic complete with video demonstrations on the below processes.

1. Gain Conversation Visibility

If you're explicitly aware of all complaints that come into your business then you can monitor the conversation providing coaching and guidance to the team member dealing with the issue along the way. 

Here's the problem:

Staff may sweep an issue under the rug or not take a gripe as seriously as they need to. Maybe a complaint never gets a response because the team member getting a complaint is on vacation. This is facilitated, in part, by private inboxes and inaccessible text messages on your team's cell phones.

Here's the solution: 

Create a Shared Inbox and incorporate Aptly Phone lines. Shared Inboxes have visibility and accountability benefits -- especially in Aptly where emails can be assigned to team members. And like Shares Inboxes, Aptly Phone Lines also provide visibility to channels that would otherwise be inaccessible to the team, like text messages on a cell phone.

Follow Complaints by pinning the Complaint Topic to your Favorites in the left side-bar providing laser-focus visibility of all complaints coming into your business -- text message escalations included. Then, follow the conversation using the @mention feature to coach your staff and see the issue through. 

💻 See an expanded example in the below video at 2:23.

2. Track Issues and Collaborate for a Resolve

We all have good intentions about seeing an issue through. But, day-to-day property management is a straight-up whirlwind and complaints -- with their intended resolve -- sometimes get lost in the storm. 

Here's the problem: 

You're aware of a complaint, good first step. Now you have to trust your team follows through. You can check in with the team member on the issue, if you remember. You can follow up with the complaint submitter yourself, if you remember. You can follow through with your responsibility that has been delegated to you in the matter...if you remember. 

Here's the solution: 

Create a staged-based Complaint Ticket Board to 1. remember the issue and 2. see -- at a glace -- what stage the issue is at any given time so you and/or your team know the next steps.

💻 See an expanded example in the below video at 2:23.

3. Send (and Respond to) Customer Satisfaction Surveys

CSATs offer the chance to get a real-time pulse on the sentiment of your contacts. CSAT's also provide an alternative medium in which contacts can express negative feedback potentially mitigating the desire to post that feedback online -- provided you attend to them in a timely fashion. 

Here's the problem: 

You're either not requesting CSATs and/or you're not prioritizing responses to the negative CSATs when they come in. 

Here's the solution: 

Enable CSATs and CSAT notifications in Aptly and add negative CSAT notifications to your Complain Ticket Board (see #2) to track, manage, and reconcile the negative feedback. Consider enabling CSATs for contacts outside of residents to include prospects (who leave a considerable amount of negative online feedback) and -- if single family -- owners. Provide as many feedback opportunities as you can!

💻 See an expanded example in the below video at 2:23.

In data we trust. Aptly offers comprehensive Insights with key identifiers demonstrating poor experience. There are several tools that make rectifying poor experience seamless and effective. 

Here's the problem:

You don't know what metrics are important to monitor. You're overwhelmed by the numbers. You don't have a a solidified system in place to improve the number. 

Here's the solution: 

Review the Resident Breakdown report and identify contacts with long response times and/or low CSAT responses. You may also want to look into any contacts who have an unusually high amount of messages which may be indicative of an ongoing issue that might be better resolved with a phone call or managerial intervention. Finally, add a Contact Alert to any high-risk contacts telling your team to be extra attentive to this person.

💻 See an expanded example in the below video at 2:23.

5. Send a Timely, Consistent, and Meaningful Responses

What do people want when voicing a complaint (besides a resolve to the issue)? Empathy. Ownership. Acknowledgement. Validation. Confidence. Sincerity. Defiantly don't respond with spelling errors. Defiantly don't respond with a non-personal template that doesn't use their name. Defiantly don't not respond at all. 

Here's the problem:

Not everyone can gracefully respond to a complaint with a clear expression of empathy and ownership. Those who can my not be able to do so without speeling errors. Perhaps they're great at spelling and relaying empathy but they're awful with time management and have no idea they need to prioritize this conversation.  

Here's the solution: 

Take some time to formulate a thoughtful, sincere, and professional complaint response communication template. Your staff will use this template for a response ensuring consistency in communication. Add a strict Response Time expectation and make sure you're notified of any emails that are of this topic in breech by subscribing to breech alerts. 

💻 See an expanded example in the below video at 2:23.

6. Target Positive Feedback Requests

Targeted communication efforts gracefully asking the right contacts (at the right time) can effectively improve your reputation especially if you make this feedback effort easy for the contacts to complete. 

Here's the problem: 

Most of the time, business simply don't ask for good feedback. And, if they do, it's the wrong person at the wrong time. 

Here's the solution:

Add a Topic called "Positive Feedback" and use some associated keywords like thank you, awesome, wonderful, the best -- you get the idea. Contacts who send in "Positive Feedback" might get a tag called "happy contact." Send a bulk email or SMS to those with a "happy contact" tag once a week asking these folks to share their experience online and link them to your social review pages.

Also be sure you have your social sites configured on positive CSAT reviews. Contacts who score you 4 or higher will be directed to post the same feedback on your configured sites linking them directly to the page.

💻 See an expanded example in the below video at 2:23.

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