Online Credibility and Recognition

Real Estate Broker/Owner with MBA Broker Consultants CalBRE Broker #00983670

What are people saying about you online?  If it’s not what you want to say, how do you change that?  Do you even know?  Is your online reputation a good one that attracts clients, or a bad one that scares clients away?

Online credibility is important because we want to boost positive brand recognition and gain clients instead of repelling them.

We need to boost our business credibility because clients and vendors are going to check you out online.  They’re going to put your name in the search engines and see what comes up.  They’re going to find out as much as they can about you.  They’re not really seeking information about you because they have your information.  They’re seeking confirmation that you are a business professional of integrity, and the confidence to affirm their decision to work with you.

Use online credibility to your advantage to see what people are saying about you.  As you step away and take a wider survey of your business, you may be surprised at how your business from others’ viewpoint.  Finding out others’ opinions can be an important tool that you can use to manage your business.  And also, it’s a tool you can use to discover what customers think.

How do you respond to negative reviews if you happen to get one?

  • Determine if the complaint is legitimate.  Is it a customer who had a bad experience with your company or with you?
  • Apologize.  Don’t be afraid to use the phrase “I’m so sorry.”  A little bit of apology goes a long way.  But then move on, don’t dwell on the mistake.
  • Make it right.  Do what you can to fix it.  Offer to correct the mistake if possible, or show another type of generous gesture.
  • Be kind and show you are a real person that cares.  Always act out of a sincere and genuine heart to help others.  They will know you are authentic!

What do you do when you get negative reviews?

  • Make people feel good about themselves even if the customer is wrong or if they made a mistake, don’t put them down.
  • Build trust over time.  When customers see that a product has 2 bad reviews but 100 good ones, they realize a pattern of mostly great products.
  • “Show, don’t tell” means that instead of just saying, “Oh, we offer great service!”  You should show how you’ve gone out of your way, and bent over backwards, to over that great service.
  • Dispute the review with the web provider if possible.  Note that this can be a long and arduous process which may never be resolved.

What NOT to do?

  • Do NOT respond to mentally unstable people
  • Do NOT be arrogant or egotistical
  • Do NOT call names or insult others
  • Do NOT spend negative energy on people who don’t matter

Remember the 3 M’s:

  • Monitor your online reputation.
  • Manage any negative reviews.
  • Maintain your online credibility.

Be proactive and keep up your positive image so that you stay at the top of the search engines as a positive company.  If there are negative reviews, be proactive and get a lot of positive reviews so the negative reviews will sink down to the bottom and become irrelevant.




Posted by

Regina P. Brown
Broker, Realtor®, M.B.A., e-Pro, GREEN
California DRE # 00983670


Text copyright © 2011-2018 R.P. Brown, All Rights Reserved

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Comments (6)

Harry F. D'Elia III
WEDO Real Estate and Beyond, LLC - Phoenix, AZ
Investor , Mentor, GRI, Radio, CIPS, REOs, ABR

This is a great post for any real estate agent in the business. A good name is worth protecting. Are you checking Yelp and other web sites for the public to make comments.

Jun 02, 2013 11:40 PM
marti garaughty - Montreal, QC
a highly caffeinated creative type...

garaughty, abstract art, graphic design, WordPress consultant

Jun 03, 2013 02:14 AM
Andrew Capelli
Troy, MI

Regina: Great post!  I give occasional talks on social media marketing, and I agree with you- I tell people that even if you don't use the internet to advertise, potential clients will still use it to authenticate you.  So, your advice is exceedingly relevant- Thank you for sharing!  :)

Jun 03, 2013 02:54 AM
Debbie Reynolds, C21 Platinum Properties
Platinum Properties- (931)771-9070 - Clarksville, TN
The Dedicated Clarksville TN Realtor-(931)320-6730

Regina, This is excellent an a step by step way to correct any allegations. People are checking for the good and the bad.

Jun 03, 2013 02:55 AM, powered by Inc. - Industry, TX
A leader in real estate education online

In marketing, improving your online visibility and recognition also means putting your best face forward, esp. in real estate.

You want to earn your clients' trust?

You want to be credible?

You want to manage and ensure you have a good reputation?

Again, the best marketing strategy in real estate marketing comes with your own people skills. Being smart ain't just enough. Clients love to talk with agents that are easy to talk with and they are more likely to share their insights into the market and into the business.

Jun 03, 2013 11:57 PM
Regina P. Brown
MBA Broker Consultants - Carlsbad, CA
M.B.A., Broker, Instructor

Harry, the best way to check your client comments is to set up a google alert.

Marti, I appreciate the feature!

Andrew, thanks for sharing your thoughts too.

Debbie, that's 100% true!

Mark, thanks for dropping by and leaving your comments.

Jun 04, 2013 01:20 AM