Employee bonuses for improved online reputation scores

Hello Insiders,

I'm researching companies that offer manager bonuses for improved online reputation scores. Are you aware of any company (in or outside of multi-family) that offers a structured program? If so, would you be willing to share details?

Thank you,

Melissa

I have not seen any that do it, not saying there are none. I personally would not offer it because, to me I see it they are getting paid not only to manage but give great Customer Service. The reward come in keeping the occupancy rating high and there is where the award comes into play.

Online reputation scores should be looked at, to see if we have a problem, but I would not give bonuses in that area. That can be manipulated, but occupancy levels maintained at a certain level means money is coming in, customers are happy (normally) when occupancy levels are high and you have a high rate of retention.

Give bonus for high occupancy, and retention rates. No bonus for reputation scores. Bad reputation scores that are substantiated may mean a change is needed in the management at that property. Sounds hard, but may be true!

Thanks Nate. Great feedback. I lean toward the same thought process as you. A few of my colleagues wondered if there were any advantages to this so I thought I'd post to MFI and see what happens. I've been searching outside our industry as well and so far, am not seeing this trend.

Thanks for your reply!

You are welcome Melissa,

I must also say in all fairness that there can be ratings that have nothing to do with the management and all to do with the property not getting the money it needs to make upgrades and maintain. I seen some properties where there was an outstanding team, but the owners were only interested in collecting the rent and were going to ride it as long as they could and then dump the place.

So, the management company/owner can also have an negative impact no matter how good the property managers are.

I always locked the property manager and the maintenance tech at the hips because I feel the both of them if everything else if good in the world are a team whether good or bad.

That's an interesting topic. To give a bonus based on such subjective and possibly misleading is not what I think I would do, although I admit it is intriguing. I recently took over a property and after a few weeks I was alerted to new reviews of the property. They were unsolicited and mostly favorable. It was honest feedback. I responded and thanked them for writing such nice things. It made me feel like I was leading our team in the right direction. But it would not feel "right" to get a bonus simply because it was subjective.