Joe Downs explains how property owners should handle public complaints and reviews. Don't litigate online, respond fast and professionally, and move disputes offline. Use AI to draft replies by feeding it full context, then review and finalize them yourself before posting.
Chapters
And this is why. You know, it's funny, I covered that in, in, uh, Problem Tenants was, was one of the, um, uh, one of the topics of, of one of the days in the last 2 weeks. And that is what we, we talked about is, you know, at the end of the day, I didn't really say it in the video. I was thinking about adding it, but it's 100 some days. So folks, here's, here's what I would have added, and Sydney just nailed it. Um, don't litigate this in public regardless of how ridiculous their claim is. By the way, back to Airbnb, same thing. Every now and then you get a complaint and it's ridiculous. A quick response is warranted, a professional one. Never attack back. Feel free to disagree, but offer to settle it out of the public sphere or communicate or whatever, offer another medium, anything but litigating online. And whatever online means, whether it's Airbnb or in your Google reviews or whatever, you, you look unprofessional as a facility owner if that's how you respond to, uh, your customer, no matter how ridiculous the claim is. Refute it firmly, but politely, politely and respectfully. And I would absolutely tell anyone and implore you, and I don't care which AI you use, but use AI. Copy the post and tell give it the context you want. Give it the full story. Not you want. Give it everything and ask how it how you should reply. publicly in your Google review and even say in your Google review, because that context matters. The AI you're using needs to know where this is going, what is appropriate. How Google scores your response might be different than how Facebook scores your response. So that context matters. But don't you do it, have AI do it.
