Learn from Director of Asset Management, Michaela Daniel Smith, how asset management uses online reviews to assess the reputation of apartment communities within their portfolio, the value of authenticity in review management and response, and the correlation between reputation and budget outcomes.

1. Get ready for...

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

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5. Celebrate RPM Careers Week
Shout out to your Teams on Social Media use the hashtags
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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

11. Let's Play...
FICTION
FICTION
OR
OR

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