Once in a while you might experience a negative real estate agent review. But negative reviews aren’t all bad.
The good news? real estate leads actually trust business reviews that aren’t too perfect! If someone gives you a review (whether it’s good or bad) the best thing to do is respond. A response shows engagement, and someone who truly cares about their clients/customers. It also shows that you are taking their concerns seriously.
Here are a few things we recommend when responding to a negative real estate agent review:
Personalize the response
Address the real estate customer by their name when possible. This shows them that you are speaking to them directly. It’s important for the response to seem less of a generic/ robotic response that’s been copied and pasted but more of a personalized response. Acknowledge their concern, show them that you understand, and be authentic in your response. This really shows them and potential real estate leads that you took the time to think about the situation and that you care.
Thank the reviewer
Yes, thank the real estate customer even when they’re angry and you disagree. Thank them for taking the time to leave you feedback and mention that you always want to improve your business. This establishes psychological safety with your reviewer and real estate leads and communicates gratitude for their willingness to leave valuable thoughts.
Try to provide a solution
Apologize, and move the conversation offline. Let the real estate customer know that you take their feedback to heart and want to make things right. Offer to move the conversation offline so you can sort this out. Real estate clients are looking for you to take ownership of the perceived mistake and how you’re willing to make things right.
Keep it short and sweet
Spare the details and the excuses. Unfortunately, some real estate customers won’t be content regardless. They might be looking for vengeance, they might be looking for anger/ anxiety reduction, or they might be looking for a solution. Regardless, too much detail and excuses won’t make things any better. Be short, sweet, and sincere. Move the conversation offline and sort it out if you can. If you can’t then at least you kept it professional and as sincere as you could. Your real estate leads will see that and see that you care.
Here is a template example that you can use to respond to these types of negative real estate agent reviews:
Hi [Reviewers Name],
[Reviewee Name] here, I’m the [real estate agent] at [brokerage name].
I’m so sorry we let you down.
We’ve taken your feedback and the feedback of other reviewers to heart. Please send me a direct message at your convenience, as I’d really like to make this up to you.
I completely understand if you’re upset and simply looking for space/closure. However, I’d like to make things right if I can.
Are you open to this?
[ Agent name | contact number]
Bottom line, it’s essential for you to know when there’s a negative agent review about your brokerage/ business published. Review monitoring is going to be the first step in your review management real estate marketing strategy. You can’t fix a problem if you don’t know it exists.
Use Postamo’s Reputation tool to keep track of your real estate agent reviews, and request reviews from your real estate clients. You can easily respond to a review and jump on it when the opportunity arises. If you want to learn more about why reviews are important click here. You can also learn more about the Reputation tool features by clicking here.
If you have any questions please let us know by submitting an email to us at support@postamo.com or by calling/texting us at 855-494-7776.
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