When it comes to being a real estate agent, online reviews are an inseparable part of the business. People will leave online real estate agent reviews on places such as Google Places, Yelp, Rate My Agent, Homely, and social media. Research has shown that many people trust online real estate agent reviews just as much as personal recommendations. So positive client testimonials by buyers or sellers can significantly boost your online real estate agent profile and your career. On the other hand, negative realtor reviews can have very detrimental effects on your real estate agent ratings. However, when handled properly, bad real estate reviews can end up enhancing your real estate lead generation.
Here are some tips for dealing with negative real estate agent reviews and boosting your success as a real estate agent:
1. Be Proactive
Real estate clients usually post negative real estate reviews as the last resort after every other option fails. Therefore, the best way to minimize bad reviews is to deal with complaints from homebuyers and home sellers quickly. Provide a dedicated phone number and email address for your real estate agent business which your clients can use to leave complaints. These contacts should be posted everywhere- your business cards, social media pages, websites, and paid ads. Whenever customers share a complaint, be sure to resolve it quickly. Keep track of all the grievances and look for patterns that need to be addressed. This way, you can provide solutions even before problems emerge.
Real estate customers often leave negative real estate agent reviews and comments because they feel that they are not being heard or understood by real estate agents. They resort to an online outburst so that they can reach a wider audience. Others just leave negative reviews for the fun of it or as a deliberate attempt to malign your reputation. When you come across a bad review, the biggest mistake you can make is to ignore it. An unanswered negative real estate agent review will leave consumers with a negative impression of your business. Therefore, even if you don’t agree with the bad review, show real estate leads that you are listening. Let the reviewer know that you have heard them and that you value their feedback.
3. Respond Fast and with Kindness
When it comes to responding to negative real estate agent reviews, you need to be very proactive. Check your social media channels and industry reviews constantly. You could even set up a Google alert to get regular updates on what people are saying about your business. When you find a negative review, be sure to respond quickly and with kindness. Such professionalism will show customers and prospects that you care for them. An example could be:
‘Hello, George. I’m sorry that you had a bad experience during the home selling process. Our business has been around for 15 years, serving numerous buyers and sellers in our county. We always do our best to offer customers the best possible experience. I will get in touch with you for further discussion’.
Related: A Guide for Effective Communications with Your Real Estate Clients
4. Address the Problem Privately
Selling or buying property can be a very emotional process. Therefore, attempting to resolve negative reviews in public could turn out to be a never-ending back and forth argument. The best way to deal with bad reviews is to talk to the person on the phone or meet them in person to find out exactly what the problem is. Dealing with the issue offline helps protect their privacy and your own as well.
5. Leave Them with a Positive Experience
If the issue cannot be resolved after private discussions, consider doing something that will show customers that you care. This could be a simple gift such as a painting for their new home, a gift card or a set of movie tickets. Such a gesture will leave your customers with a good impression, even if you didn’t directly solve their problem. However, don’t offer the gift with any strings attached. For example, do not ask them to change their negative review in return. Such manipulations could land you into legal trouble.
6. Post an Update
If the problem has been resolved satisfactorily, you could ask the customer to update their real estate agent review. Alternatively, you can go ahead and post an update yourself. Explain what happened and what the problem was exactly. In addition, mention what you did to help fix the issue. If you made a mistake, be sure to own up. Such sincerity will help restore confidence in your customers and prospects.
7. Know When to Let It Go
You need to realize that no matter what you do, some people will never be happy. Even after you have posted an apology and done your best to address the problem, they will still be grumpy. It is better to lose one customer and enjoy peace of mind. Your prompt and friendly response in public will show customers and prospects that you are committed to improving their experience. A single negative real estate agent review cannot damage your brand. Move on quickly, offer the best service and continue growing your real estate agent career.
8. Have a System for Controlling Reviews
When customers have an avenue for voicing their complaints quickly, they are less likely to go public. Always ask clients for comments within seven to ten days of making a transaction such as selling or buying a house. Within this period, the details of the process are still fresh in their minds. This strategy will help you respond to bad reviews in a timely manner.
Related: 4 Real Estate Systems Agents Need to Have in Place
9. Use Good Reviews to Bury Bad Reviews
While responding to bad real estate agent reviews, don’t make the mistake of ignoring good reviews. When you come across positive reviews, mention your business name in the response and include keywords that will help improve your search engine rankings. You should also share such reviews everywhere as part of your real estate marketing strategy. When good reviews flood search results and social media platforms, your negative reviews will slowly fade away.
Related: 22 Real Estate Social Media Marketing Ideas
You should also consider claiming your Mashvisor Agent Profile and getting as many positive Mashvisor reviews as possible. The higher your rating, the higher you will appear on the agent list for your area. So even with a few bad reviews, good Mashvisor reviews will greatly enhance your chances of being found by Mashvisor users.
Interested in a free agent profile? Claims yours now.