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Sign into your accountKeep Calm and Handle Bad Reviews
March 12 2015
Online reviews influence potential clients. Nineteen percent of buyers used online recommendations to choose an agent last year, according to the National Association of REALTORS® 2014 Profile of Home Buyers and Sellers, up from 12 percent in 2013.
So, what do you do when there's a negative review about your brokerage online?
Don't ignore it. Sure, poor recommendations can be unfair, exaggerated, or just untrue, says marketing expert Marc Gordon, but it's important to keep your cool and address the claim. Handling the review head-on will help your brokerage look professional and strengthen your online reputation.
Here are six tips to mitigate negative statements about your company:
1. Offer acknowledgement. No matter how negative a review is, Gordon says, it's important to thank the writer, acknowledge their feelings, and let them know that your company uses reviews to improve customer service. Tell the reviewer you want to rectify the situation and ask permission to contact them directly, Gordon suggests. Then, follow up promptly via e-mail or phone.
2. Do some research. Find out if the claims made in a negative review are true. If they're not, respectfully correct any misinformation in the review. If you have proof that a negative review wasn't written by a real client — or, if it's an attempt at blackmail — Gordon suggests contacting the review site and asking them to take it down.