RAM Online Reputation Guide
Why are positive reviews important to your community?
90% of potential residents are reading reviews before deciding on their next apartment community.
Positive reviews on Google, Apartmentratings.com, Facebook, Apartments.com, and Yelp will greatly improve your online presence. Review volume and sentiment on Google directly impact your visibility on search results.
J Turner’s ORA score, the benchmark for online reviews is impacted by review rating and quantity.
The main benefits of maintaining a positive reputaton include:
Attracting Prospective Residents: A core reason to maintaining a strong online reputation is to draw in new residents. With 90% of apartment seekers relying on ratings and reviews to decide where to live, a positive online presence is crucial.
Growing your online organic search volume: Google rewards businesses that consistently receive positive reviews and respond to them promptly with higher search rankings, greater visibility, and increased traffic to their websites.
Gaining positive feedback to reinforce great service: Recognition for a job well done is highly valued. Positive online reviews not only boost team morale but also highlight the exceptional service provided by your community.
Standing out amongst competitors: When prospective renters are narrowing down their options to three or four properties to visit, having a strong positive reputation ensures your community is at the top of their list.
RAM’s Online Reputation Platforms
ACCESS THE DASHBOARDS
PARTNERS
Utilizing Your Platforms
Chatmeter
Chatmeter is your one stop dashboard to view and respond to all new online reviews (except apartmentratings.com), see your reputation performance, and monitor public sentiment.
BONUS: Chatmeter is also the dashboard to plan and schedule social media posts on Facebook, Instagram, and Google. Access From Yardi One!
PARTNERS
Utulizing Your Platforms
Opiniion
Opiniion is your dashboard to monitor internal feedback from residents and guests at key touchpoints including
Guest tours
Service requests
Move-ins
qQarterly general feedback
BONUS: Opiniion will prompt users to leave online reviews, but internal feedback should be leveraged by YOU to target reviews!
Access from Yardi One!
Apartmentratings.com is a significant place for potential renters to share feedback. It is a key site for RAM teams to generate new reviews.
Chatmeter does not allow for review responses for apartmentratings.com. You will login to this site is simply to respond to those reviews. Log in at www.satisfacts.com
Utilizing Your Platforms
Community Rewards
Community Rewards is your resident engagement platform. Use this to engage residents with communication, surveys, reviews, Smart Partners, and more!
Sign in through your Yardi Realpage unified login
RAM’s Review Generation Tips
LEARN HOW TO GENERATE POSITIVE FEEDBACK
touchpoints RAM PARTNERS
When is the best time to ask for feedback?
Resident Events
Honeymoon Phase
Resident move-in
During service requests
Service order callback
When are people most likely to be happy, during the beginning of their new life at your community. Generate reviews during the honeymoon phase
Social Media
In-office Visits
First Impressions (Tours)
The silent Majority
The guest tour the application the application approval The move-in walkthrough
RAM PARTNERS
Opiniion Follow -up
Positive internal feedback is being generated by Opiniion everyday!
Follow -Up Procedures
Routinely check the Opiniion Feedback
Dashboard for positive internal reviews.
Reach out to these residents and guests via phone, email, or even text to ask for a review on your target review site.
Use our review script (next page) to send them a person email and include your review link.
Any negative feedback that has customer comments should receive a response
RAM PARTNERS
Opin sit
Send a text/email request for feedback immediately following an in office visit.
Follow -up Procedures
When you have a positive interaction in your office with a resident, immediately send a text/email request for review. Let them know you are going to send the text and they can leave their rating. They will then be routed to an online review site to leave their feedback.
The Silent Majority RAM PARTNERS
Reach out to the resident you don’t see or hear from - they are probably HAPPY!
Follow-up Procedures
Residents that don’t often reach out to the office, are usually the happiest.
Check-in with them via phone or email to see how things are going.
Follow-up with a request for an online review to your preferred review site.
QR REVIEW CARDS
Order your QR Cards on the RAM Smart Store at www.ramsmartstore.com
Username: Manager email address xxx.mgr@ram-mgt.com
Password: ram5200
Tap to Review RF Sign RAM PARTNERS
Order your QR Cards on the RAM Smart Store at www.ramsmartstore.com
Username: Manager email address xxx.mgr@ram-mgt.com
Password: ram5200
Mobile Device to Review
CAMPAIGNS RAM PARTNERS
Monthly Graphical Themes Tips for monthly Graphics
Ask for reviews on Social Media using our monthly themes (stories/highlights/reels/posts)
Create resident events that tie in the graphics
Put in email signature
Add to email requests for reviews
Print and post throughout community
Create candy gift bags and attached graphics
Ask at important touchpoints
Create or customize these in your RAM Canva account
MONTHLY GOALS RAM PARTNERS
Each month, you will have see your reputation goals and prior performance.
The goals were put in place to drive the most impact to your online reputation. Goals include your most important “Target site” in which you should focus your review generation efforts.
Reputation Goals and Performance
RAM’s Review Response Tips
HOW TO RESPOND TO POSITIVE AND NEGATIVE FEEDBACK
Chatmeter AI
Use Chatmeter’s AI review response generator to assist in crafting the perfect response in seconds!
Review all AI generated responses and add any content and formatting as needed to match the sample template for a review response
Resources
LEARN THE VALUABLE TOOLS AVAILABLE TO YOU
Marketing Team
Jad Dersham
Director of Digital Marketing
Alyssa Olsen
Digital Marketing Manager
Gabrielle Pohlod
Marketing Analyst
Director of Marketing
Yanne Tang
Marketing Coordinator
Kate Bynum
Katelyn Hubbard
Marketing Cordinator
Marketing Coordinator
Bevan White Trent Jones
www.canva.com
www.chatmeter.com
Canva makes designing beautiful creative assets easy for everyone. From social media images, videos, flyers banners, and heaps more, Canva is an invaluable tool for helping you level up your design skills, even if you're just getting started.
Chatmeter is your reputation management platform to evaluate your community’s online reputation and respond to reviews. It can also help you to manage your social media and local listings such as Google and Bing maps.
RAM HelpDesk is a tool for your team to utilize when in need of marketing help. Please submit a ticket whenever you are in need of assistance or have questions. Once submitted, a member of our team will respond and help to resolve the case.
Join the #RAMily
RAM Talk
www.facebook.com/groups/ramtalk
The RAMtalk private employee Facebook group is growing! Have your entire team join to stay up to date with everything happening in the RAM family. You will have to use your personal page to connect to RAMtalk. But don’t worry this group doesn’t, in any way, connect your Facebook page to RAM or give RAM permission to view your personal page. It’s just a place to share positive ideas and meet teams from other properties.
Use the link above to request access and start posting team achievements, marketing ideas, maintenance hacks, or whatever you want!
RAMTalk
