SatisFacts & ApartmentRatings

Whether you are an attendee or an exhibitor, The Florida Apartment Association's annual conference never disappoints. The team really knows how to put together a well-organized event and the education sessions are always top-notch. I'm looking forward to presenting 2 topics that are extremely relevant to where our industry is heading. There's still time to register: https://lnkd.in/gTPfh6_f Check out the expert lineup! Lori Agudo, CAM®, NAAEI Faculty, Ricardo Alicea, CPM, Stephanie Anderson, Melania Armenta, Lucas Bourgeois, Christopher Conlon, AIC, PRC, Victoria Cowart, CPM, NAAEI Faculty, Adanise Cross, Stacy Day, Kristi Fickert, Rue Fox, Marci French, CAM, CAPS, Janel Ganim, Matthew Hoch, Alexandra Jackiw, CPM®, CAPS, C3P, Devin Lusk, Leslie Mathis, Ryan McCain, Pat A. Patterson, Pam Pederson, Paul Rhodes, Bonnie Smetzer CPM, John Sons, Russ Webb, CAE, Lisa Weinstein, Michelle Fording Wood

If you missed the latest Reputation Risk Management webinar with Jay Harris and Carla J. Alicea, the free recording is now available. Below are some common practices happening in the industry that Jay and Carla spoke about in the webinar that could be putting your Reputation at Risk: 1️⃣ If you don't know what your onsite teams are posting on social platforms in regards to review generation requests/tactics, it's time to start educating them on Best Practices from this webinar. In our research, we have found that there are many social media forums and groups (Facebook, Reddit, etc.) where leasing agents, maintenance techs, and even property managers, are asking for reviews from employees of other properties and management companies. As we have learned in this webinar, asking people who have not used the product or service to write a review (especially a 5-star review), is a deceptive review practice according to the FTC. Are you ensuring your teams are educated on What Not To Do? At the end of the day your company is liable for the actions of your employees (and you as the employee committing the fraud could be liable too 👀). 2️⃣ If any of your communities are offering any incentives (enter to win, raffles, gift cards, swag...anything) for any type of online review, it SHOULD be disclosed by the reviewer. While this is not yet a rule according to Jay Harris, it is a guideline from the FTC, and is the most ethical practice as a consumer-facing organization to be transparent about incentivized reviews. 3️⃣ Review distortion includes practices like filtering/sorting higher reviews at the top, hiding or suppressing (or keeping "negative" reviews as internal feedback) less than favorable reviews, and incentivizing (or threatening) people to remove or update negative reviews. 4️⃣ Using employee structured incentive or bonus programs to generate reviews is not in the FTC rules or guidelines. However, such programs can contribute to added pressure on the onsite teams, ultimately leading team members to use fraudulent methods to gain more reviews (see 1️⃣ ). It may be time to re-evaluate your customer experience bonus structures. 💡 An alternative option: utilize automated internal survey feedback for bonus programs. Then have a review generation automation tool in place (such as our Verified Review Program) to increase reviews generated after surveys. Not only does this help your company understand it's strengths and weaknesses through resident survey data and historical trends, it also takes pressure off of your team members to not have to ask reviewers to "mention them by name" and not have to meet a quota for reviews leading to potential review fraud and risk to your reputation. ❓ Ask about our leasing agent and technician reporting tools to update and improve your internal bonus structure programs. Are you managing your reputation risk effectively? ▶ https://lnkd.in/gQWn6Gxg

Here are two things we can all agree on. The dangers of online review fraud are real, and 5-star mandates can backfire. Are your on-site teams in compliance or simply winging it? Expert help is here to guide you on protecting your reputation while helping you understand the latest updates from the FTC and HUD's new advertising guidelines surrounding the use of new technologies, such as AI, on digital platforms.

Mastering Professional Connections

This Thursday❗ Join Jay Harris, Attorney for Hudson Cook LLP, and Carla J. Alicea, as they embark on a journey to help the multifamily industry better understand the legal policies and guidelines for transparent and truthful review cultivation and marketing strategies. Learn how to mitigate reputation risk and streamline your online reputation across the web to attract and retain residents. Click Attend on the event below or Register at the link in the comments.

Stop by booth 143 and chat with Wesley Yates at the Greater Nashville Apartment Association Trade Show! 📚 Learn how to leverage your resident satisfaction against your competitors using our comprehensive survey and online reputation solutions. 💡Don't just take our word for it - hear from a few of our client partners about how they have reduced vacancy by 30%, generated 1,700 verified reviews, and increased their epIQ score by 34 points with a 775% increase in review volume in just 60 days. Check out our Client Success Stories here: https://lnkd.in/ggW9juRU See you there! 👋 #apartmentratings #satisfactseducation #multifamily #residentsurveys #residentretention #epIQ #residentsatisfaction

You won't want to miss our Director of Research and Performance, Carla J. Alicea, as she dives into unlocking the secrets to fostering a highly engaged workplace and leading your team effectively! Key Takeaways: ✍️ Examine the external and internal factors that contribute to employee disengagement ✍️ Understand the impact employee disengagement has on operations 💡 Learn simple strategies that ignite team dynamics 💡 Develop effective communication techniques to foster a culture of open dialogue, promoting collaboration and team productivity Register through San Antonio Apartment Association: https://lnkd.in/gPNR-hyC #multifamilyeducation #employeedisengagement #workplacewellness

Following the FTC's latest policies and guidelines on consumer reviews and the insights from our recent Biennial Online Renter Study highlighting renter skepticism towards review reliability, the SatisFacts & ApartmentRatings Education & Research team undertook a qualitative analysis to delve deeper into resident opinions of online reviews. 1️⃣ How renters perceive and prioritize online reviews during their search 2️⃣ How review fraud influences trust in the reliability of positive vs. negative reviews 3️⃣ What aspects of reviews renters find most valuable or concerning 4️⃣ Practical steps for multifamily operators to enhance transparency, build trust, and effectively manage reputation risk Download the free report to understand how renters perceive online reviews in the face of increasing review manipulation and what this could mean for multifamily operators. ➡ https://lnkd.in/gM2D2rqH Join the webinar with attorney Jay Harris to understand the latest updates from the FTC and HUD's new advertising guidelines surrounding the use of new technologies, such as AI, on digital platforms. ➡ https://lnkd.in/dEkbxcY #onlinereviews #reviewtransparency #reviewfraud #reviewgeneration #renterperception #reputationmanagement #reputationriskmanagement #multifamily

Such a great session presented by our own Director of Research & Performance, Carla J. Alicea, at the TAA ONE conference this year: Market Relevance: The Unicorn Everyone is Chasing. 🦄 Thank you to Joani Schumaker📶 at The Revenue Method for this recap of the session with your own valuable takeaways! 🙏 Our education team is always on the move, presenting at client conferences, education and tradeshow conferences, and virtual webinars for associations. If you're looking for an education speaker, connect with Lia Nichole Smith or Carla J. Alicea to learn more! 📚 💡 #multifamily #multifamilyeducation #customerexperience

On the 100th episode of Multifamily Chronicles, Adrian C Danila CAPS, CAMT sat down with Lia Nichole Smith and Carla J. Alicea from SatisFacts & ApartmentRatings. Lia, the Senior VP of Education and Performance, and Carla, the Director of Client Performance, shared their extensive knowledge and experience in the multifamily industry. Key Highlights: ✅ Biannual Online Renter Study: Lia discussed the evolution of the study, which began in 2011 to capture renters' online behaviors. Initially focused on product-heavy questions, the study now emphasizes digital information and technology, reflecting the shift in renters' search behaviors. ✅ Adapting to Change: The importance of staying ahead of trends and continuously updating survey questions to align with current renter expectations was highlighted. Carla's fresh perspective brought in new questions about fee transparency and renter perceptions, adding valuable insights to the study. ✅ Social Media's Growing Influence: Social media's role in renters' search processes has grown significantly. Carla emphasized using social media to showcase life at the community, focusing on content that isn't available on other platforms like ILSs or community websites. ✅ Authenticity in Reviews: Renters value authentic reviews and responses. Both Lia and Carla stressed the importance of genuine reviews and timely responses to build trust and set realistic expectations for prospective renters. ✅ Retention Strategies: With home ownership opportunities potentially increasing by 2025, retaining residents is crucial. Both Lia and Carla emphasized the need for transparent communication, strong customer service, and creating a sense of community to retain residents and employees. To watch the full podcast, click on the link in the comments below.