The Silent Majority vs. The Vocal Minority: How Do You Keep a Stellar Reputation?

[Gia Hermosillo]

Let’s talk about something that every property manager has wrestled with—reviews.

In our industry, a good day means “no news” for tenants and owners. The heating works, the rent is processed, no emergencies pop up. But here’s the catch: when everything goes smoothly, most people don’t feel compelled to leave a glowing Yelp or Google Review about it. Why? Because we’re not in a business where positive experiences feel “extraordinary”—they’re expected.

But when things go wrong, even minor hiccups, people will often go out of their way to ensure everyone knows about it. They’ll find the time to write that review, share the frustration, and make their voice heard. And while feedback is important, it creates a visible imbalance where the vocal minority can easily overshadow the silent majority who are satisfied but not actively sharing their positive experiences.

It’s like being a referee in a sports game—when you do your job perfectly, no one notices. But the moment a call feels off, the whole stadium is on its feet.

So here’s my question to fellow property managers, realtors, and service providers: What are you doing to encourage your silent majority to speak up? How do you remind your happy clients and tenants that their feedback matters just as much as the complaints?

Let’s share strategies. Because in an industry where “quiet success” is the goal, maintaining a visible, stellar reputation requires intention, not luck.

[Michael Smythe]

You have to train your team to be proactive in asking for them when they do a great job!