Be able to exclude certain comments from feedback when showing to owners.
We’ve had a few showings where we got bad feedback on the agent, but where we were friendly, polite, on-time/early, welcoming, answered all questions etc. We all know that people’s opinions differ, and this info is helpful in managing agents. But owners many times think this feedback shows that we aren’t doing our best for them. We know that these are usually outliers rather than the median response, but when owners face a multi-month vacancy, they may not accept that the property needs work, required rent may be too high, etc. This has happened 3-4 times to me. I own the company and set the standard for how we greet and treat our prospective tenants. Sometimes the entire review is bad. We as property managers can exclude this review from our planning because it is not realistic or accurate (fully renovated clean home “showed poorly,” highly discounted rent $200 below market is “too high,” etc), but an owner can see that review as evidence of a failure. If I get 10 feedbacks that the rent is too high, and one that it is a great deal, I know the rent is too high, vice versa, and I know we are priced right. I exclude the outliers.