How to handle negative reviews online for your real estate business – RISMedia
Online reviews are essential for real estate professionals today. Whether you are an isolated agent or run an entire brokerage firm, your reputation and that of your agents are essential to your day-to-day operations. In fact, these reviews can affect not only the acquisition of new prospects and customers, but also the relationships with your existing customers.
But like any business that provides services and works with customers, reviews are inevitable, both positive and negative. No matter how hard you work, everyone has different experiences. This may be because of the lack of a personal connection they felt with you as an agent, or they may be upset by something that is completely out of your control, such as a bad inspection or not receiving a loan – de Either way, it’s important for real estate professionals at all levels to know how to handle negative reviews to maintain success in today’s market.
While you might consider removing these reviews at first glance… don’t. Instead, use the following tips to deal with negative reviews, keep yourself (in the best way) in mind, and prove that you are a dedicated, consumer-focused real estate professional.
Respond in public and private
No matter where that review is, whether it’s on Google, Facebook, your blog, or your website, it’s important to publicly respond to any negative reviews as a first step. This will not only show that you care enough about responding to the reviewer, but also all existing and potential prospects and customers. Acknowledge the problem, give your opinion and let them know that you will be contacting them privately. If the review is anonymous, have the reviewer contact you privately to discuss further and resolve the issue. Just be sure to keep your response positive, even on the most negative comments.
Then contact them privately, either by email or private messaging. This will show your commitment to them as a customer and that you are ready to take reviews, accept comments, and make any changes as needed to avoid the same issues in the future. Be transparent, admit any mistakes you may have made, and keep the conversation light and positive. If, however, they don’t respond, consider sending a friendly follow-up that underscores your continued commitment.
Leave them a positive experience
In real estate, a positive reference can go a long way. Sometimes a conversation with an unhappy customer is not enough. Instead, consider giving a small gesture or gift to show how much you really care about their experience with you. A gift card to a local restaurant, a connection to local services, an item for their new home, or even movie tickets can help change their perspective on you as an agent and maintain your good reputation.
Remember, you are trying to connect with an unhappy customer and change their mind about you, so don’t ask them to delete or edit their review. This gesture or gift must come without any conditions.
No answer? Let it go
If you’ve reached out to the customer who gave you a negative review, including a follow-up, and you still haven’t received a response, don’t worry. One negative review won’t destroy your entire business. A public response that treats the comment with calm and respect will show future customers that no matter what, you are committed to improving the customer experience. One negative review won’t hurt your brand, so don’t dwell on it. Go ahead and continue to serve your customers with the best possible service.
Right answer? Request an update
On the flip side, when you follow these steps to reach out and make improvements and changes, and the customer leaves a satisfied customer, ask them for an update on their initial review. Guide them to respond to the original review with an update on how you handled their concerns to show your improvements and strive to deliver the best service, communication and experience, even to customers before unhappy. If they choose not to, however, don’t hunt them down. Just go ahead and keep improving the experience and service for your future customers.
Cultivate more positive reviews
While you can’t completely eliminate negative reviews and often can’t remove them from public view, you can eliminate them with an influx of positive reviews. Communicate with former clients and ask them for feedback on a regular basis. Direct them to your Google Business page, Facebook, and website via email, text, phone, or Zoom chat. The more reviews you get, the better you can understand where you can improve and identify issues or concerns before they arise in the form of a negative review.
Be proactive about future comments
In addition to asking for reviews and testimonials from past and current customers, implement a strategy to gauge customer satisfaction. This could include submitting testimonials for a contest or giveaway, a monthly video testimonial to post on your social media, or a quarterly survey. The more information and feedback you can gather from satisfied and dissatisfied customers can not only help grow your brand, but give you and your team a better understanding of what you can do best, how. you can improve your reputation and promote the success of your agents, businesses and services.
It is important to actively monitor all incoming reviews, whether positive or negative. Make sure you know where they live and how to react. Always say “thank you” to customers who leave reviews and make sure they know you are up to date, listening, and doing what it takes to improve the experience and satisfaction. Your online and offline reputation is vital to your business. To lead your business to success, remember these steps for dealing with negative reviews online.
Paige Brown is the content editor for RISMedia. Send him your ideas for real estate news by e-mail at [email protected].