While a positive online review can do wonders for your self-storage business’ reputation, a poor one can wreak havoc, especially if it causes your overall rating to plummet. Because consumers put a lot of stock in reviews these days, you must pay attention to those posted about your facility and respond when necessary. Just be careful how you answer those that are less than stellar—even if they’re completely off-base.
In a recent thread on Self-Storage Talk, the industry’s largest online community, a member is grappling with how to address a bad review. Should she post a response on the review site? If so, what should it say? See what others have to say and share your advice.