In today’s digital world, your Google Reviews aren’t just feedback – they’re your business’s first impression. Think of reviews as your brand’s digital store window: they’re often the first interaction potential customers have with your brand, and we all know how crucial first impressions can be.

The Power of First Impressions

BoardroomPR’s skilled Social Media Team helps countless clients transform their online reputation from concerning to compelling. Reviews are essential for building and maintaining a strong online reputation.

According to BrightLocal’s 2024 Local Consumer Review Survey, 81% of consumers read Google Reviews for local businesses, with comments directly influencing search engine rankings. This means that positive, thoughtful reviews not only increase visibility but also attract more qualified leads, making it easier to fill vacancies and enhance your brand’s image.

For example, when one of our multifamily clients in Miami received a string of negative reviews, BoardroomPR’s award-winning team put together a comprehensive guide to mitigate negative comments and encourage positive reviews. Here’s what we did.

Rebuilding Digital Trust

Build Your Reputation From Within: A strong online reputation begins with the foundation of your team. Exceptional customer service, clear communication, and a proactive approach to your clients’ concerns are key to creating a positive experience that encourages satisfied customers to leave glowing reviews.

1. Overcommunication is Key
   • Train the sales team to provide extensive communication to residents
   • Increase notices/signage for maintenance, construction, or service interruptions
   • Send frequent email blasts informing residents of changes
2. Proactive Review Management
   • Respond to online reviews (both positive and negative) in a timely and professional manner
   • Create a culture of transparency and responsiveness

Implement Solutions: While managing your reviews begins internally, there are several proactive steps we recommended to minimize negative feedback and encourage positive reviews from both current and prospective residents.

1. Gather Continuous Feedback
   • Conduct frequent resident surveys with open-ended responses
   • Create multiple channels for residents to address concerns
2. Simplify Review Process
   • Set up iPad or QR code stations at front desks
   • Implement a review service that:
     • Directs negative reviews to the leasing team
     • Encourages positive reviews on Google
     • Automates review requests at key touchpoints in the leasing process

The mission of gaining, and maintaining, more stars is ongoing, but having a comprehensive plan and working with a skilled team will give you an advantage over your competition.

At BoardroomPR, we understand that maintaining a positive online presence isn’t just about damage control – it’s about building and protecting your brand’s reputation. Our team of digital media experts works tirelessly to help clients navigate the complex landscape of online reviews and transform negative feedback into opportunities for growth.

Is your company getting negative reviews? Let us take you from 1 to 5 stars.

Lindsey Robison

Social Media Specialist