1. Respond to all reviews, both positive and negative.
2. Recognize, empathize, and NEVER be defensive.
3. Focus on impressing and winning over prospective residents.
4. No generic responses - make each response unique to the reviewer's situation and demonstrate that we're proactively addressing specific issues.
5. Respond in a timely manner - the quicker we respond, the better chance we have of inspiring the reviewer to add stars to (or completely remove) a negative review.
6. Provide information on the community's schedules and policies.
7. Share updates about improvements/upgrades that are in the works.
8. Urge the reviewer to take the conversation offline.