How to Protect Your Park or Resort From the Negative Online Reviews Created By The #1 Cause of Negative Reviews…

Hi, it’s Jason Ayers, and in today’s video, we’re going to talk about the number one reason for bad reviews for your mobile home or RV park or RV resort. And this is a video in our Revenue Killer series.

And the reason why bad reviews are a revenue killer is because people are showing a greater and greater tendency to look at online reviews before they make a buying or renting decision.

So if someone’s driving into your area and they see two parks and one park has two star reviews and another has four star reviews, which park are they more than likely going to choose?

It’s easy. They’re going to choose the park with the best reviews, which means bad online reviews and good online reviews are becoming a crucial part of the mobile home and RV park business. And it’s something that you really can’t afford to ignore anymore.

So by the end of this video, you’re going to know the number one reason for bad online reviews and what you can do about it.

So make sure you watch all the way to the end. So before we get started, let me just give you an introduction to who I am and why I’m qualified to talk about this.

My name is Jason Ayers. I have a company called Send More Leads, where we make mobile home park, RV park, and RV resort marketing simple.

I grew up in the mobile home and RV park business. Three generations of my family were in the business. I worked in management, operations. I worked in taking care of maintenance. I’ve really done the full spectrum of jobs, but what I chose to focus on is the marketing.

How do we attract people to your park? How do we convert them into tenants? And how do we make sure they enjoy their experience and have a great time at the park?

So they’ll do things like leave you great online reviews so you end up getting more and more business. So let’s talk about the number one reason for bad reviews. And we’ll kind of get into a little bit of psychology here, but it’s not that complex.

So what causes you to be unhappy? Well, what happens is, as human beings, we have expectations. And when our expectations are met, we end up being happy or neutral. But when our expectations are not met, when something happens to crash our expectations, what happens?

We end up being unhappy or angry at the situation. And this is the number one reason for bad reviews. People have a certain level of expectation and there’s something that you can do about this to make sure that their expectations are met.

So in many cases, those expectations are created by promises and those promises usually show up on your website. And it’s a lot about how you talk to people and what message you convey to them that forms these expectations.

So one thing you want to do is go through and review your website to make sure that your actual park is delivering on the expectations that are being created in the website.

Now the next area of focus is the customer experience that they have. When they arrive at your park, what’s the experience that they have with management? What kind of experience do they have checking in? When they go to park their unit, what kind of an experience do they have there? Are they happy or are there things that are missing that are causing them to miss expectations? So that really comes down to customer service.

And customer service is greatly influenced by how your part manager and your staff are trained and how you manage them, right, what you expect of them when you do a review with them, for example.

If you do a quarterly or semi-annual or annual performance review, are you tracking things like customer experience and how happy the customers are and what kind of reviews people are leaving online. So that’s also very important.

Now the next thing and it ties into the website is your park itself. So one of the things that I advise in Mobile Home Park Classroom, which is an online training program for park managers and for owners, and it’s really a program that really smart park owners use to train their current and their future managers to make sure that everything is covered and to make sure that they have a systematic way to train people, is to go through regularly with checklists and review different items in your park.

You want to make sure that your park is in tip-top condition, is in the best condition possible, and that it’s delivering both on the things that are in the website and the things that people expect when they come into your park.

Now there are some things you can do if your park has some issues, and this is kind of an advanced technique. So put it right here and it’s called pre-framing. Now pre-framing is very useful if you know that you have a negative about your park. So let’s say that the video quality of this video that I’m shooting with you right now was not very good, right?

And you had an expectation that the video quality would be good. Well, I might start by telling you, “Listen, I know the video quality is not very good, but the information contained in this video is very valuable and will help you make more money. So please excuse the low video quality and just enjoy the great information that’s included in this video.”

So what I just did is I pre-framed. I knew that there was a negative and I took care of it by addressing it upfront. So I changed the expectation. So now you might be, let’s say the video quality was bad, you might be expecting the video quality to be bad. Therefore I meet your expectations and you’re happy. So that’s one example of how you can use pre-framing.

So these are four areas that you really need to look at to make sure that your customers, tenants are having a good experience to where their expectations are being met so that you can end up with happy tenants that will leave you these positive online reviews instead of negative online reviews.

If you’d like to find out more about Mobile Home Park Classroom, you can click the link below to find out more.