Consumers are Relying More on Online Reviews
It’s no secret – online reviews hold serious sway over buying decisions. In fact, a whopping 67.7% of all purchasing decisions are influenced by reviews. And it doesn’t stop there. 84% of people trust online reviews just as much as personal recommendations.
Think about that for a second.
Ignoring your online reputation? That’s a costly mistake.
How costly?
Let’s break it down with some eye-opening numbers. For each negative review:
- One could drive away 22% of potential customers.
- Two could increase that loss to 44%.
- Three will turn away up to 59%.
- Four might send 70% of your leads running.
Yikes. But it’s not all bad news! Positive reviews can be a huge boost to your business. 74% of people are more likely to trust a company with positive reviews. And even better, for every one-star bump in your Yelp rating, you could see up to a 9% increase in revenue.
With commercial vacancy rates already through the roof, you can’t afford to ignore this. Managing your online reputation is crucial.
One surefire way to do that? Keep your tenants happy.
Happy Tenants = Positive Reviews
Satisfied tenants are much more likely to leave glowing reviews. Plus, a well-maintained facility can really elevate your reputation. Want to know how? Let’s explore the details.
Facility Maintenance: Proactive and Preventive
Managing a facility is no walk in the park. Between responding to tenant concerns and handling daily upkeep, the task list seems endless. And every missed step? A chance for those dreaded negative reviews.
A solid facility maintenance strategy isn’t just about keeping things running smoothly. It’s also key to turning tenant feedback into an opportunity for growth and positive reviews.
So, what goes into a successful facility maintenance program? At the core, it’s about improving tenant communications, addressing issues quickly, and staying on top of routine maintenance.
Proactive Maintenance: Stay Ahead of Issues
Handling tenant requests quickly and efficiently is your first line of defense against complaints. It all starts with great communication.
Automating the process with a software solution allows tenants to submit maintenance requests online. That request is then tracked from submission to completion, ensuring nothing falls through the cracks. The best part? After the job is done, the system can follow up to see if the tenant is satisfied, removing any doubt that their needs were met.
This kind of smooth communication holds your maintenance team accountable for responding promptly – a big deal when it comes to customer service.
Your maintenance crew should be able to tackle a wide variety of repairs, but they also need to have the right customer service skills. After all, the way your team interacts with tenants directly reflects on your management.
A poor service experience could end up as a one-star review, but fast and professional service? That’s where the five-star ratings come in.
The reality is, every facility will run into issues. The difference lies in how you handle them.
Preventive Maintenance: Avoid Issues Before They Happen
While addressing tenant concerns is essential, preventing issues before they arise is even better. That’s where a preventive maintenance program comes in.
There are two key pieces to any solid preventive maintenance plan: periodic inspections and scheduled maintenance.
Inspections: Catch Problems Early
Regular inspections are your best friend when it comes to spotting and fixing potential issues before they become full-blown problems. Whether it’s plumbing, electrical, or janitorial, routine inspections are your first line of defense.
And here’s a pro tip: Inspections are also a great way to strengthen your relationship with tenants. Be professional, listen to their concerns, and use this time to show you care about their experience. This is a prime opportunity to nip any potential negative reviews in the bud and build rapport.
Scheduled Maintenance: Stay on Top of Repairs
Scheduling maintenance is another smart way to keep tenants happy and avoid those frustrated calls. Regularly scheduled checks prevent costly breakdowns and major repairs – and nobody wants to deal with those, right?
You’ll need to schedule items based on both time and usage intervals. For example, plumbing, HVAC, and safety equipment require regular attention. Vehicle inspections, such as changing fluids and checking belts, should be based on usage.
Managing all these tasks manually can get tricky – especially if you’re using paper records. A better option? Use the same system that tracks tenant repair requests to handle inspections and scheduled maintenance too. This way, everything is in one place, easy to manage, and harder to overlook.
In fact, Forbes called systems like this a “game changer” for commercial property managers. And they’re right. Whether you have a high-tech solution or not, regular inspections and preventive maintenance are critical to keeping tenants satisfied.
Protect Your Online Reputation
Your online reputation can make or break your property management business.
Want to stay competitive? Focus on boosting your ratings on review sites. The key? Keep your tenants happy by:
- Improving communication.
- Handling repairs promptly.
- Conducting routine maintenance.
By including these essential elements, you can build a strong reputation management strategy that sets you up for long-term success.
At Servi-Tek, we provide comprehensive facility maintenance solutions designed to keep your tenants satisfied and your reputation intact.
Contact us today to learn more about our full range of services and how we can help elevate your property management game.