So much of reputation management revolves around maintaining a well-established brand. However, in the multifamily industry, there are just as many established property management companies as there are management companies that are emerging and/or acquiring other properties. Reputation management is just, if not more, important for properties who have just acquired and/or have been acquired by another property management company.  What’s also crucial is that residents are not left in the dark during transitions such as these.  In the process of crossing the t’s and dotting the i’s in the office, resident needs may be overlooked, resulting in resentment and distrust with new management.  Rather than seeing a new acquisition as daunting, property managers and leasing professionals can use this as an opportunity to fix what may be broken and strengthen the line of engagement. 

Many times, acquisitions allow the new property management team to establish trust and provide high-quality customer service to residents that may not have existed with previous management.  The way to a resident’s heart is by delivering on promises made. 

Using social media to shift negative sentiment and preconceived notions is key to winning prospects and retaining residents. Reputation Management allows you to gauge resident sentiment in order to craft your approach.

Coming into a new property as the designated social media or marketing manager offers the opportunity to create a positive community culture and brand voice. Authenticity is most important, as residents may be reluctant or hesitant to accept the change.

Property mangers can rely on social media to help lighten the load for themselves and additionally, add convenience to the lives of residents. Using the Facebook Business page as the central hub of information keeps the office quieter and allows residents to grab their info on the go. Sharing real-time, up-to-date information also promotes transparency that prospects find refreshing.