How to Get Great Resident Testimonials for Your Apartment Community
WHY ASK FOR RESIDENT TESTIMONIALS?
Think of resident testimonials for your apartment community like an insurance policy on your marketing initiatives. They provide a guarantee to your prospective renters through the “testimony” of others that who you say you are is who you really are. This powerful social proof reduces the risk of making the wrong buying decision for your prospects. And studies show that what others say about you can be 10 times more powerful and persuasive than what you say about yourself.
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So while good marketing gets them in the door, powerful testimonials help close the sale.
If crafted correctly, testimonials can take down the toughest objections for you by letting your happy customers do the talking...aka the heavy lifting.
WHEN TO ASK FOR TESTIMONIALS?
Timing is important. You really want to gain that fresh energy and that insight and enthusiasm.
Different times in the leasing process
Before, during, after events
After solving a difficult situation
After renewals
Upon move out
WHAT TO ASK?
What were you nervous about before choosing _________ Apartment community to be your new home?
This draws out some common objections, maybe past frustrations with other products or services and it also may give you fantastic material for the rest of your marketing in your product development.
What has been your experience since living here?
What is your favorite part about your home?
to provide some concrete information about why your product or your service rocks and these answers will help prospects who are checking you out actually imagine themselves using your product or service, which is a very subtle and powerful conversion tool because you’re activating their imagination and they’re getting to hear from people who have already purchased your product or service what it’s like.
Would you recommend our community?
Is there anything else you’d like to add?
MOVING IN:
Was there anything that pleasantly surprised you during the move-in process?
EVENTS:
What do you enjoy about the events that we host? What’s been your favorite so far?
AFTER SOLVING A DIFFICULT SITUATION:
We recently had ___________________ (describe situation). And I know that caused some frustrations. What was your experience in coming to a resolution together?
RENEWAL:
Why did you choose to renew?
PRO TIPS:
Testimonial should include:
Name
Length of time living at your community
Any other personal details are helpful (ex. Place of work)
Bonus points for adding a picture
Video testimonials are hugely powerful
Screenshots of direct testimonials on FB or from other online accounts work well
BURY THE BAD REVIEWS WITH KINDNESS
Resident appreciation: Small things that make a big difference like candy at their door, sodas at the gate, etc. Create more positive moments in person first before it will translate online.
Get More Positive Reviews: Drown out the negative with positive reviews. remind residents daily to review with signage in high-traffic areas, on social media, and simply ask them in person.
People are quicker to write a review when their experience is negative. When things are good, they move on and don't write a review because that is what is expected.
You have to go above and beyond and constantly remind people in the good times to make them take that extra step to review you.
