What can a one-star review teach us about customer experience in multifamily housing? In this raw and revealing episode of CX Unplugged, host Gabrielle Gonzalez unpacks a scathing resident review—not as a rant, but as a roadmap to the real issues that too often go ignored.
From maintenance accountability to the emotional weight of security deposit deductions, Gabrielle breaks down what property managers can learn when residents speak out. This isn’t about finger-pointing—it’s about listening, learning, and leading with empathy. If you’ve ever wrestled with the gray areas of move-out charges or wondered how small decisions impact big reputations, this episode is for you.
What’s covered in this episode:
Why do negative reviews deserve more than just damage control?
What move-out policies and communication practices can make or break resident relationships.
The smallest charges—like for scuffed paint or overlooked items—can leave a lasting negative impression.
How transparency, empathy, and follow-up improve trust and reduce future complaints.
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