Thank you Mr. & Mrs. Nasty for that Bad Review!

Real Estate Broker/Owner with Wendy Smith Real Estate

I’d like to share an interesting experience.  As professionals, we are cognizant of our online reputation and try to please everyone (though we know that's not actually possible).


Angry People thrive on Conflict

I believe that sooner or later, each of us will encounter toxic people whether the encounter is personal or in business. 

Hopefully, as we get older, our skills get better at recognizing toxic personalities and it’s easier to avoid the stress of any interaction.


 But sometimes, the Toxic Radar
gets fooled. 



I had the unfortunate experience of having  to deal with the aftermath of firing a toxic client (that’s another whole blog, recognizing when to fire a toxic client).

There were threats of filing complaints and leaving nasty feedback and it appears this couple is making good on the threats. 

This was new for me so I had to research how & what to do about damage control  – I’ve been fortunate to have the pleasure of working with many geniunely wonderful people.  With about 10 years of successful short sales, it has been extremely gratifying to help underwater homeowners navigate the crisis of losing their home. 

I already knew, and research confirmed, that a bell cannot be unrung and so it is with negative feedback.  Regardless whether the feedback is unfounded or not, it stays out there in the cyberspace of the World Wide Web. 


The remedy seems easy; simply dilute the negative feedback with positive feedback. 



I began by reaching out to past clients with a simple message asking for their support and a brief explanation of what was going on. 


Oh My Gosh!  The response was overwhelming.   While short sales are not the only type of transaction I handle,  at one time, over 90% of my real estate transactions involved a short sale.  Short sales can be grueling,  frustrating and sometimes you feel like throwing in the towel.  I am so thankful to have been a part helping good folks get to the other side of their housing crisis.  The responses received from my email asking their help in damage control confirms that those long, tedious hours handling those short sales were worth it on  levels much higher than just a paycheck.


Thank You Mr & Mrs Nasty!  Had you not been so nasty, I may not have had the opportunity to be  reminded of all the wonderful people who selected me for their real estate needs.





Posted by

Counting Blessings & Serving My Community,

Wendy Smith



Comments (3)

Debi La Rosa
Phoenix, AZ

Each and every one of us in business has encountered a toxic client.  It seems they come to the table with a hidden anger.  We know how important each and every customer is to our business and referral partners.  It seems, that to some people no matter what you do, how much you offer or what the circumstances were, they need a scapegoat. 

Your solution is a great way to overcome this unfortunate situation..

Jan 23, 2015 12:51 AM
David Popoff
DMK Real Estate - Darien, CT
Realtor®,SRS, Green ~ Fairfield County, Ct

So true Wendy, when future clients say they like to interview me little do they know that I am actually interviewing them.

Jan 23, 2015 12:53 AM
Tanya Van Blake-Coleman
Van Blake-Coleman Realty, St. Thomas/ - St Thomas, VI
Improving the Quality of Your Life

Very true Wendy. Glad you were able to find a way to counteract unnecessary negativity and reconnect with former clients simultaneously. When not generating new business former clients can become the life's blood that fuels your income in dry season. Good luck!

Jan 23, 2015 01:23 AM