Check Your Learning: Trust-Building for CAM Firms: Reviews, Testimonials & Case Studies

Why do homeowner reviews carry significant weight with boards?

Because reviews directly reflect how homeowners experience management and boards want to avoid decisions that will create frustration or complaints

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Because reviews are always accurate and boards can rely on them as fact

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Because boards rarely have any other information to use in evaluating a management company

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Because reviews usually come from board members themselves, making them more credible

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With a 4.2 Google rating, what’s the best way to show reviews on your site?

Embed a live widget on the homepage immediately

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Feature a small set of your strongest, relevant reviews while you work to lift the average

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Hide reviews entirely until you reach 4.9–5.0

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Only show anonymous quotes without star ratings

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What’s the biggest opportunity in reviews for HOA management companies?

Competing with polished case studies

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Standing out in an industry where competitors often have poor reviews

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Collecting only perfect 5-star reviews

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Avoiding negative feedback entirely

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Why is responding to negative reviews important?

It hides the review from public view

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It shows professionalism, empathy, and accountability

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It makes the reviewer delete their comment

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It guarantees a higher star rating

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You can request removal of malicious or irrelevant reviews from platforms like Google or Yelp to protect your credibility.

True

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False

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What’s the primary difference between reviews and testimonials?

Reviews are usually written by homeowners, while testimonials usually come from board members

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Reviews are unfiltered and organic, often prompted by strong emotions, while testimonials are requested, polished, and curated

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Reviews are more visible online, while testimonials typically appear on a company’s website or materials

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All of the above

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Which testimonial is most effective?

“Great company, very friendly staff.”

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“Our financial reports used to be late and confusing. Now they’re clear, accurate, and always on time.”

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“Highly recommend!”

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"Our meetings run super smooth now ever since Jenny started managing our community."

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Testimonials are most impactful when they…

Offer vague praise, like “They’re great to work with!”

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Highlight a real pain point, the solution, and the benefit

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Come from anonymous board members

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Are extremely short, with no context

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What adds credibility to a testimonial?

Using the person’s full name, role, and community (with permission)

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Leaving out identifying details for privacy

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Keeping it under one sentence

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None of the above

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Which testimonial format can be especially powerful?

A quote with no context

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A review copied from Google

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A video testimonial showing tone, emotion, and sincerity

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An internal staff member describing their own work

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Where should case studies be placed for maximum impact?

Only in a hidden section of the website

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On a dedicated Case Studies page and woven into proposals or service pages

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Exclusively in internal training documents

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None of the above

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What’s the “sweet spot” length for a case study?

One to two pages, or a short video

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A few sentences—about the same as a testimonial

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Ten to fifteen pages for full detail

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Case studies should have no length limit

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Why do case studies matter more than testimonials alone?

They show a full story of challenge, solution, and results

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They include measurable details and outcomes

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They allow boards to see themselves in similar situations

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All of the above

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Beyond reviews, testimonials, and case studies, which of the following can also serve as strong trust signals for boards?

Years in business

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Industry memberships & certifications

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Awards & community involvement

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All of the above

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What’s the best way to maximize trust signals overall?

Leave reviews on Google and hope boards find them

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Collect trust signals once and never update them

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Actively repurpose and place reviews, testimonials, and case studies across websites, proposals, emails, and presentations

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Focus only on testimonials and ignore reviews

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Trust-Building for CAM Firms: Reviews, Testimonials & Case Studies

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Check Your Learning: Trust-Building for CAM Firms: Reviews, Testimonials & Case Studies

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