Why does your company only have 2 stars?

By
Managing Real Estate Broker with Rickert Property Management

I had a potential client ask me that the other day and that is hard to understand and explain. So let me shed some light into the answer for not only me, but my industry in general.

 

We are property managers and our phones only ring for two reasons: either someone saw one of our For Rent signs and wants to know the price and bedrooms, or something is wrong. Either something broke, their payment is going to be late or they got a late notice, their neighbor is too loud or parked in their spot, or the trash company is late. And when we won't waive their late fee, or their cabinet door being loose is not an emergency after hours repair call, or we don't let them move out 3 months into a 12 month lease, they go online and give us a poor review. How do we defend that?

 

To complicate matters the phone never rings when tenants are happy with service. 10 year tenants who live in good units with good maintenance never call and say " I love this, you were great" as satisfied tenants simply are quiet. So we only get negative remarks...and not sure how we can get good remarks without gift cards or fake tenants. And the larger you are the more tenants the more chances for unhappiness.

 

So its not just us, its the industry. Don't judge us on unhappy tenants who didn't get their late fees removed or their application approved with their 5 dogs and 3 evictions, but by the silence. If we manage 200 units and have 3 complaints thats pretty good!

 

Its in the quiet lies the truth.

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Ambassador
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Harry F. D'Elia
Real Estate and Beyond, LLC - Phoenix, AZ
Investor , Mentor, GRI, Radio, CIPS, REOs, ABR

I totally agree with this post. We are not joining the BBB since we are bill collectors. Great post

Mar 05, 2017 06:04 AM #1
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Ed Silva
RE/MAX Professionals, CT 203-206-0754 - Waterbury, CT
Central CT Real Estate Broker Serving all equally

It makes sense that someone that is content will not pick up the phone.  Those that do call may just be looking for reasons to justify not paying a full rent

Mar 05, 2017 06:18 AM #2
Rainmaker
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James Dray
Fathom Realty AR LLC - Bentonville, AR
Exceptional Agents, Outstanding Results

Good morning Dennis.  Our agency does not offer property management.  I visit another office and have witnessed what you wrote about today.  I just don't see how you do it but my hats off to you.

Mar 05, 2017 06:37 AM #3
Rainmaker
2,362,342
Kristin Johnston - REALTOR®
RE/MAX Realty Center - Waukesha, WI
Giving Back With Each Home Sold!

Those darn reviews some time can hurt us rather than help us!

Mar 05, 2017 07:11 AM #4
Rainmaker
3,424,571
Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

I will bookmark this post and share with others. I had a tenant who said he would post a bad review if he did not get his entire security deposit back.

Mar 05, 2017 07:20 AM #5
Rainmaker
703,006
Troy Erickson
Diverse Solutions Realty www.ChandlerRealEstate.weebly.com - Chandler, AZ
Your Chandler, Ahwatukee, and East Valley Realtor

Dennis - I would have to agree that more often than not, you will only get reviews from those people who are not happy, and it is most likely because of something they are dealing with, not because you are an awful business. That just happens to be the industry that you are in, which is not easy.

Our daughter is in customer service, and all she does all day long is deal with customer complaints, so I understand where you are coming from.

Mar 05, 2017 08:59 PM #6
Rainmaker
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Lawrence "Larry" & Sheila Agranoff. Cell: 631-805-4400
The Top Team @ Charles Rutenberg Realty 255 Executive Dr, Plainview NY 11803 - Plainview, NY
Long Island Condo & Home Sale Specialists

You're so right. Happy tenants don't complain, but they usually don't write reviews either. You can't let the few negaive remarks from someone who is a bad tenant bother you...

Mar 06, 2017 05:25 AM #7
Ambassador
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Paul S. Henderson, CRS, REALTOR®,
RE/MAX Professionals. - Tacoma, WA
Tacoma Washington Agent/Broker & Market Authority!

 I absolutely agree Dennis Swartz  with your position on this post. I often go to the property management company yelp page that I use and give them five stars. The reason being is if you read most of the comments they're all disgruntled renters who have paid for damage  or late fees. My rental properties are my business and if somebody is not performing or is damaging my property I want my property manager to be a a$$hole.

Mar 06, 2017 06:59 AM #8
Rainmaker
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Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Dennis excellent post and needless to say your profession is dealing with people that have too much voice on Social Media.... in the old days if you were a "dead beat" you got a bad credit rating and had a hard time when you went to the next place because when they called for reference you burned them... now days you can not give bad references due to privacy act... and they can lash out at you....Endre

Mar 06, 2017 09:40 PM #9
Rainmaker
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Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Good morning Dennis. Your explanation makes perfect sense and should be understood by those who questioned the stars.

Mar 07, 2017 03:30 AM #10
Rainmaker
2,887,102
Joan Cox
Metro Brokers - House to Home, Inc. - Denver Real Estate - 720-231-6373 - Denver, CO
Denver Real Estate - Selling One Home at a Time

Dennis, that is sadly true, we don't get rav reviews without asking, but boy a negative review is posted right away.

Mar 19, 2017 06:15 AM #11
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Dennis Swartz

ABR, CRB, CRS, GRI, MBA...experience counts!
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