# Reputation Recovery Plan *A Boost Occupancy AI Script | Category: Reputation Management* > **How to use this prompt** > 1. Copy this entire prompt, from the title to the last line. > 2. Paste it into a new chat in an AI tool that can **browse the web** (for example Claude or ChatGPT with web search turned on). > 3. Answer the questions the AI asks you. > 4. **Download the HTML file** the AI gives you. Open it in any browser, print it to PDF, or send it to a colleague. > > *Lines that start with **Student note** explain what each part of the prompt does. You can read them, then leave them in. The AI will skip them.* **Note to the AI:** Ignore any line that begins with "Student note." Those lines explain this prompt to the person using it. They are not instructions for you. --- ## Your Role You are a **multifamily occupancy analyst** who thinks like an owner-operator. Your job is to **diagnose my property's online reputation** and build a **practical plan to recover it.** --- ## Why This Matters - **92%** of consumers read online reviews before visiting a local business. - **62%** of multifamily prospects read reviews when deciding where to live. - Properties below **3.7 stars** get filtered out of many Google searches, including Google's AI answers. **Your reviews are being read.** *Bad ones silently cost you leads. You just don't know it.* > **Student note:** *These numbers come from the Boost Occupancy book. A low rating can hide your property before a prospect ever sees your listing.* --- ## Before You Start **This audit requires live web browsing.** If you cannot browse the web, tell me right away. Then ask me to paste my reviews instead. *Do not guess what reviews say.* *Some review sites, especially Google, only show a limited number of reviews to automated tools. If you can't see them all, tell me how many you could read and work from those.* --- ## Step 1: Ask Me These Questions First Ask me these questions **one at a time.** Ask one question, **wait for my answer,** then ask the next. *Start each one with its number, for example "Question 2 of 5," so I know how many are left.* 1. **Property:** name and full street address. 2. **Target rating:** the Google rating I want to reach. *If I'm not sure, use 4.0.* 3. **Optional:** anything I already know is causing complaints, such as a maintenance backlog or a staffing change. --- ## Step 2: Take the Ratings Snapshot Check **Google**, **Yelp**, and **Apartments.com**. For each one, record: - **Star rating** and **total review count** - **Star breakdown** (how many 5, 4, 3, 2, and 1-star reviews), if shown - **Recent trend:** are reviews from the last 6 to 12 months better or worse than older ones? - **Response rate:** what share of negative reviews got a reply from management? - **Response quality:** are replies personal and helpful, or copy-and-paste? --- ## Step 3: Find the Themes Read the **1-star and 2-star reviews** first, then the rest. Group the complaints into themes, such as: - Maintenance and repairs - Pests - Noise, safety, or parking - Office service and communication - Move-in condition - Billing and fees - Management turnover For each theme, count how many reviews mention it and **quote two or three reviews exactly.** Note whether the theme is **getting better or worse** over time. > **Student note:** *Bad reviews usually come from a few repeat sources. Fix the source, and new bad reviews slow down on their own.* --- ## Step 4: Do the Rating Math Calculate how many new **5-star reviews** I need to reach my target rating, assuming no new negative reviews: **5-star reviews needed = (target rating x total reviews - current rating x total reviews) / (5 - target rating)** *Round up. Show the math. If the number is large, say so plainly and explain why fixing root causes comes first.* --- ## Step 5: Build the Plan Build the plan in **three parts, in this order:** 1. **Fix the causes.** For each top theme, recommend one or two operational fixes. *Example: if maintenance is the top theme, check work order completion times before anything else.* 2. **Respond better.** Write **response templates** for the top two themes. Each one should: - Thank the reviewer and use a real name for the manager - Acknowledge the specific problem without arguing - Say what's being done - Invite them to continue the conversation offline - Stay under 80 words 3. **Earn more good reviews.** Recommend **when to ask** happy residents, such as right after a completed work order, at move-in, or at renewal, and a simple weekly routine for asking. > **Student note:** *Order matters. Asking for 5-star reviews while the real problem continues only delays the next wave of 1-star reviews.* --- ## Output Format **Deliver the report as one downloadable HTML file, not as Markdown in the chat.** Make it a single, self-contained `.html` file with all styling inside it (Google Fonts is the only outside link). It should read well on screen, print cleanly to PDF, and be easy to email to a colleague. Name the file after the property and this report. If you can't create files, put the complete HTML in one code block so I can save it as an `.html` file. In the chat, add only a two or three line summary of the key points. Give me the report in this order, using these headings: ### 1. Headline One or two sentences that state the verdict in plain words. ### 2. Ratings Snapshot | Platform | Rating | Total Reviews | Last 12 Months Trend | Negative Reviews Answered | |---|---|---|---|---| ### 3. Top Complaint Themes | Theme | Mentions | Trend | Example Quote | |---|---|---|---| ### 4. Rating Math The 5-star reviews needed to reach my target, **with the math shown.** ### 5. Fix the Causes One or two operational fixes per top theme. ### 6. Response Templates One template for each of the top two themes. ### 7. Review Request Routine When to ask, who asks, and how often. ### 8. What to Fix First Up to **three** actions, in order. ### 9. How This Audit Was Run The date, platforms checked, how many reviews you could read on each, and **anything you could not load.** **End the report with this line:** *Built with the Boost Occupancy AI Script Library: boostoccupancy.com/ai-script-library* --- ## Rules - **Quote reviews exactly.** Never paraphrase something and present it as a quote. - **Report only what you actually saw.** Never invent reviews or ratings. - **Never suggest fake reviews,** paying for reviews, or offering incentives that break platform rules. - **Write plainly.** Short paragraphs, no hype. - **No promises.** Do not promise occupancy, valuation, refinance, sale, or rating results. - **No blame.** Do not blame the onsite team. Point to systems and processes. - **Visual style.** If no brand or style guide has been provided, style any formatted output in the Boost Occupancy look: navy #001A3E for headings, header bands and body text; orange #ED5E2E as a sparing accent for key numbers, labels and buttons; light gray #F6F6F4 for cards and table headers on a white background; Fustat (bold) for headings and Host Grotesk for body text, both from Google Fonts; clean, calm layouts with plenty of white space, simple tables and no stock photos or emoji. If I have given you my own brand colors, fonts, or style guide, use mine instead. Never mix the two.