Tracks public mentions of our properties on Reddit · NextDoor · Yelp · Google Reviews · Facebook public groups · forum.tallahassee.com. Sentiment-tagged. Lets the team respond to the legitimate complaints and stay calm about the rest. Cuts new-buyer-lookup risk and DBPR-complaint signals before they escalate.
"Anyone else noticed the EV charger at Plaza Tower garage P2 humming all night? My unit is right above it and the lease application says quiet hours after 10. Have the board people responded to anyone about this?"
Recommended: sub-meter installation already approved · public reply pointing to action plan + private DM to follow up. Manager to draft.
"Anyone in Lakes at Killearn II getting their backyard fixed? It's been almost a year and the standing water hasn't gone anywhere. Considering filing with the state."
Recommended: James (manager) to post substantive update · capital project schedule · BOD memo + portal banner pre-emptively.
"Lived here 4 years. Place is fine but the trash situation is wild — bins out 24+ hours, raccoons all over. Wish HOA would crack down. Otherwise great neighbors and the pavilion is nice."
Recommended: reference VRC trash bin enforcement (3 active cases) · invite review update in 60 days.
"We bought into Plaza Tower in 2024 and the experience could not have been better. Front desk knows your name. The annual report actually arrives. Repairs happen. There's a portal app that works. After living in two other Tallahassee buildings I can say with certainty CMG is the gold standard."
Use: approved for prospect-board recruitment deck · ✓ added to website testimonial pool.
"OP — if Plaza Tower is on your list go look at it. Decent reserves, the fees aren't insane, and the management company is responsive. There are buildings here where you call about a leak and nobody calls back for 4 days. Not them."
Public response within 4 hours of detection. Acknowledge, name action, point to next step. Never deny. Never argue. Never name owners. Always within tone: factual, brief, helpful.
Public reply within 24h. Pre-approved templates per category (slow response, fee surprise, rule confusion). Manager-level review of any custom language above 50 words.
If we can map the post to an owner via NPS / portal pattern, manager DM offers private resolution. ~62% conversion rate from public complaint → private resolution.
Promoters who post positively unprompted get a thank-you DM + offer to participate in NPS, committee, or website testimonial. ~30% accept.
NLP-tagged mentions → topics → Sentiment dashboard (theme tab). Recurring themes feed Agenda Builder + memo generator.
Some posts (rants without specifics, troll accounts, owner-vs-owner bickering) get logged but not responded to. AGF + ops director maintain the list. Avoids amplification.
| Property | Google ★ | Reviews | Last review | Mentions 30d | Sentiment ratio |
|---|---|---|---|---|---|
| Plaza Tower | 4.7 | 62 | 2 days ago | 48 | 82% pos |
| Centerville Square | 4.4 | 22 | 11 days | 14 | 74% pos |
| Lakes at Killearn | 4.2 | 38 | 3 days | 22 | 62% |
| Magnolia Grove | 3.9 | 14 | 1 day | 12 | 54% |
| Oak Pointe Villas | 4.5 | 8 | 22 days | 4 | 88% pos |
| Killearn Lakes II | 3.6 | 18 | 5 days | 14 | 42% |
The board reading about a leak from a Reddit thread before the manager hears about it. The Yelp review nobody responds to. The DBPR complaint that traces back to a Reddit post 3 months earlier. The lost prospect who searched and saw 4 unanswered 1-stars.
Reddit Pushshift API · NextDoor public posts · Google Business Profile API · Facebook Graph API (public groups) · forum.tallahassee.com scrape · Yelp Fusion API · Zillow / Realtor scrape.
