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Director of Client Performance
ApartmentRatings and SatisFacts
HEY THERE
Your Host
I'm a data-driven marketing communications
strategist with 25 years of multifamily experience.
My knack for simplifying processes and thoughtful
approach to leadership through education offers
a diverse and unique perspective on a wide range
of topics impacting community performance. C a r l a J . A l i c e a
Ep. 14: Ready, Set...Respond!
REPUTATION
EQUATION
The Asset Management
Perspective
That's My Job Guest:
Michaela Daniel Smith
Director of Asset Management
TruePoint Capital
At the end of the show, share what you learned by
commenting on our post on...
@satisfactseducation
@satisfacts
Comment before 5 pm PT today.
The education team will judge the submissions
and award the most insightful entry.
Get social with us!
Share your biggest takeaway for a
chance to win $50!
Celebrate RPM Careers Week
Shout out to your Teams on Social Media use the hashtags
#RPMMoments and #RPMJourneys all week!
Utilize Online Reviews
Asset management uses online reviews to assess the reputation of
apartment communities within their portfolio.
Research
new
acquisitions
01
Identify
training
opportunities
03
Focus on
areas for
improvement
04
Tap into
customer
experiences
02
Fostering Authenticity
The Role of Authentic Online Reputation in a
Competitive Multifamily Housing Market
Learn from the Negative
Turning Criticism into
Opportunities for Improvement
Avoiding Similar Incidents in the
Future
Surveys & Verified Reviews
Gathering Comprehensive
Feedback
Enhancing Credibility through
Verification
Selective Promotion
Highlighting Genuine Experiences
Balancing Positive and
Constructive Feedback
Renter Confidence
Q: ARE YOU CONFIDENT YOU CAN RECOGNIZE A FAKE ONLINE REVIEW?
Yes
0.00%
20.00%
40.00%
60.00%
80.00%
18-24 25-34 35-44 45-54 55-64 65+
Budget Outcomes
The correlation between reputation and budget outcomes
Reduced
Turnover
01
Decreasing
stress on
staff
03
Increasing
resident
referrals
04
Decreasing
turn costs,
vacancy
02
Pitfalls to Avoid
Not responding
to both negative
and positive
reviews and
generic
responses
1
Not knowing
your employee
and resident
satisfaction
levels
2
Pressuring
on-site teams
without the
proper level of
support
3
Let's Play...
FICTION
FICTION
OR
OR
Thanks for
joining us
today!
Up Next...
Register at satisfacts.com/webinars

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Ready, Set...Respond! [Ep. 14: Reputation Equation: The Asset Management Perspective]

  • 2. Director of Client Performance ApartmentRatings and SatisFacts HEY THERE Your Host I'm a data-driven marketing communications strategist with 25 years of multifamily experience. My knack for simplifying processes and thoughtful approach to leadership through education offers a diverse and unique perspective on a wide range of topics impacting community performance. C a r l a J . A l i c e a
  • 3. Ep. 14: Ready, Set...Respond! REPUTATION EQUATION The Asset Management Perspective That's My Job Guest: Michaela Daniel Smith Director of Asset Management TruePoint Capital
  • 4. At the end of the show, share what you learned by commenting on our post on... @satisfactseducation @satisfacts Comment before 5 pm PT today. The education team will judge the submissions and award the most insightful entry. Get social with us! Share your biggest takeaway for a chance to win $50!
  • 5. Celebrate RPM Careers Week Shout out to your Teams on Social Media use the hashtags #RPMMoments and #RPMJourneys all week!
  • 6. Utilize Online Reviews Asset management uses online reviews to assess the reputation of apartment communities within their portfolio. Research new acquisitions 01 Identify training opportunities 03 Focus on areas for improvement 04 Tap into customer experiences 02
  • 7. Fostering Authenticity The Role of Authentic Online Reputation in a Competitive Multifamily Housing Market Learn from the Negative Turning Criticism into Opportunities for Improvement Avoiding Similar Incidents in the Future Surveys & Verified Reviews Gathering Comprehensive Feedback Enhancing Credibility through Verification Selective Promotion Highlighting Genuine Experiences Balancing Positive and Constructive Feedback
  • 8. Renter Confidence Q: ARE YOU CONFIDENT YOU CAN RECOGNIZE A FAKE ONLINE REVIEW? Yes 0.00% 20.00% 40.00% 60.00% 80.00% 18-24 25-34 35-44 45-54 55-64 65+
  • 9. Budget Outcomes The correlation between reputation and budget outcomes Reduced Turnover 01 Decreasing stress on staff 03 Increasing resident referrals 04 Decreasing turn costs, vacancy 02
  • 10. Pitfalls to Avoid Not responding to both negative and positive reviews and generic responses 1 Not knowing your employee and resident satisfaction levels 2 Pressuring on-site teams without the proper level of support 3
  • 12. Thanks for joining us today! Up Next... Register at satisfacts.com/webinars