Negative Google Review Response (Suggestions Needed)

[topstorageco]

A customer left a negative review because he failed to provide notice of move-out within the required timeframe on the rental agreement. Does anyone have a suggestion on how to frame the response to the review on Google My Business?

[Paperstrawwrappers]

It would be helpful to know what the customer wrote. In these situations I think being careful not to give too much info about the specific situation online is a good idea to cover yourself in terms of privacy. I'd cite your lease rules- "Most storage facilities, ours included, require move out notice so you can be post-paid upon move out or so we can ensure you don't get auto billed for a full month."

We tell customers up front we can't refund payments (or that its a tedious process), so we prefer to post-pay after notice is given. This has prevented a lot of trouble with that sort of situation. Upon no-notice move-out we'll remind them that we aren't usually able to process refunds on paid rent, then ask whether the tenant wants to continue using the space for the remaining days they've paid for, or pass on them.

[lady5563]

Please tell us what the review said so that we can respond accordingly.

[helenatim]

Online reviews are tricky. Most businesses have them and sometimes there are negative ones regardless of your business policies and how you treat your customers. Hopefully, this particular review is one negative one in a sea of positives. My policy is to never engage the review online. Take the high road. Apologize that the tenant had a negative experience and request that the tenant contact you directly to achieve resolution. Ideally, but probably unlikely, the tenant contacts you and changes their review. Most importantly, you have demonstrated to others reading the reviews that you are paying attention to your customers and want them to have a good experience.
The next best course of action is to solicit positive reviews from your tenants and bury that bad one as quickly as possible.

[Desertgypsy]

We have a sign and ask every customer for google reviews when they are in office.

[topstorageco]

The exact review is below. We have a 5 day notice period for the facility.

After cancelling on the 28th, I’m still being charged for another month. Calling for assistance did nothing, as I was met with, “I’m just following a process” over and over. When I asked to speak to someone who could provide more feedback, I was repeatedly shot down with “I’m just following a process.” This company shows no regard for proper handling of transactions.

[helenatim]

Maybe reply with " We are sorry that we did not explain our cancellation policy clearly enough to you. Please contact our facility directly to clear up this issue." And then make sure this tenant is able to talk to you.
Those end of month move-outs are tough. You want the tenant to leave happy, but the tenant wants their money. I tend to waive the 5 day notice if they move out before the end of a month.

[AngelaESSTX]

We explain and it's in our lease, that we require a 10 days written notice or email. However....if they do give any notice at all, I disable their autopay so it doesn't automatically run after midnight. If their lock is still on the unit on the 1st, we manually run it. Now, if they don't give any notice and they're on autopay...that's a different story, because how were we supposed to know you were vacating??

[GM - StacieJ. - BSS]

Our lease states a 5 day move out notice is required. Seeing that we do daily lock check, basically as long as they vacate the unit 100% and have personal lock off prior to the new rent generating, we just move them out.

[Willar]

"As we discuss with every renter, advanced notice of move-out is required in order to ensure billing is stopped at the proper time. Advanced notice is critical due to payment processing procedures and timelines required by processing services. Late notice of departure makes it impossible for us to stop billing that was already scheduled. Please contact us at 555-555-1234 so we can discuss your situation and resolve your issue. Thank you!"

Point at why they created the problem without directly calling them out of stating their exact details. Make an offer to resolve the issue with the agreement that, if you change your rules and give them a refund, they must remove the poor review.

[SimonSez]

Someday, someone will design a process to review customers on their social media sites. "So-and-so never paid as lease on time, always had some excuse when asking for the late fee to be waived, then moved out leaving junk behind as if we were a trash store."

Their response to that type of review for them would be interesting, Then, it would be a fair fight. Reviews are laughable, and in the end, are pushed to be important by those who work in the review industry.

[helenatim]

Someday, someone will design a process to review customers on their social media sites. "So-and-so never paid as lease on time, always had some excuse when asking for the late fee to be waived, then moved out leaving junk behind as if we were a trash store."

Their response to that type of review for them would be interesting, Then, it would be a fair fight. Reviews are laughable, and in the end, are pushed to be important by those who work in the review industry.

Ha! Reviews of customers would be great. We can only wish for such a thing. That said, Google reviews are a huge driver of business for us.

[KrisinCali]

VRBO does reviews of customers, so does Uber. Self storage should be next...lol

Review-company won't let me hang out all day. I got kicked out, they are terrible.

Us: you were a terrible tenant who peed behind the building and left crap all around. That and you hanging around when we told you that you couldn't is why we kicked you out. You are now on our naughty list.