Online Reviews: The Do’s and Don’ts of Responding

AppFolio

Complete Solution Includes:

Web-Based Property Management Software

•Property management and accounting

•Online rent collection (free)

•Prospect / guest card tracking

•Marketing

•Website

•Payment processing

•Online applications

•Resident Screening

So You Run A More Successful Business

• Leading Education Provider

• Apartment-Industry Specific Training

• Vision Learning Management System (LMS)

• www.gracehilllearning.com

What we’ll cover

This live demo will cover:

- Who uses Yelp?

- Common myths about online reviews

- How to use your free review response tools

- Best practices for responding to your reviewers

- Why Yelp discourages review solicitation

- Q & A

Now More Than Ever, Consumers Rely on Online Reviews

The Yelp App: Coming to a Device Near You!

• Yelp mobile app is used on of 9.2 million unique mobile devices (Q4 2012)

• Approximately 45% of all searches on Yelp come from our mobile apps.

• Every second, a consumer generated directions to or called a business from a Yelp app.

•A photo was uploaded at least every 30 seconds from the Yelp app.

US Demographics:

Common Myths About Online Reviews

1. Reviewers Are All Anonymous

2. Consumers Are More Likely To Share Negative Experiences

3. Most Online Reviews Are Fake or Spam

Misconception #1

Misconception #2

FACT: 80% of Yelp Reviews are 3-Stars or Higher

Distribution of All Reviews

Critical reviews play an important role too:• A variety of experiences are consistent with real life• You can’t please 100% of your customers 100% of the

time

POLLING QUESTION

Is it possible for a PM to achieve a four or five star overall rating?

Is it Possible for Property Managers to be Highly Rated?

Misconception #3

“Every fake review the Texan bought was flagged by Yelp’s algorithms, though his fraudulent reviews remain up on the seven other sites.”

Why Reviews Come Down

All businesses are equal in this regard.(Advertisers & non-advertisers treated equally; filtered reviews

viewable.)

Start Here: www.biz.yelp.com

Connect with Customers

Tip #1: Post Public Comments You Can Be Proud Of…

Public Comment from Business Owner

Tip #2: Say‘Thank You’& State Your Policy

Initial Review: 1 Star

Review Update: 4 Stars

Tip #3: Respond Promptly & Take Appropriate Action

POLLING QUESTION

Do you currently respond to online reviewers?

Reputation Management: Achieving a Strong Online Presence

Do Let People Know You’re on Yelp,

But Don’t Ask For Reviews

Provide Great Service!

Update Your Email Signature

Create a Check-In Offer or Yelp Deal

In-Office & Newsletter Marketing

What we covered

To recap:

- Yelp has quality controls to protect business owners and

consumers.

- You’ve learned how to use Yelp’s review response tools.

- You know when to send a private message vs. public

comment.

- You understand why responding diplomatically is

recommended.

Questions?Biz.yelp.com/blog

www.yelp.com/contact