How to Turn Negative Comments into Clients

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As of September of this year, Facebook has over 1 billion daily active users on average. Not to mention the 894 million mobile users scrolling through the site on a daily basis. These numbers are huge. And the audience? They are there. They are present. And they are paying attention.


If your business is active in the Facebook community, or any other social community for that matter, then you know it comes with positives and negatives. There is endless opportunity for content sharing, advertising and promotion. But with the publicity comes opportunity for negative comments.


Here at BoomTown, we’ve seen the best and the worst of responses when it comes to negative feedback, on Facebook in particular. However, when you get the hang of responding in a positive way, it is amazing how quickly a negative comment can turn into a lead opportunity for now or down the road. Below are a few examples of how to best handle negative feedback on social media:


The “Why Do I Have to Sign-In?” Comments

Comment: “As soon as you look at a few pictures, a pop-up blocks you from looking at more, unless you give your personal information. A terrible way to advertise!”


Response #1: “Try logging in, the worst thing that happens is we call to see how you’re doing!”


Response #2: “[Name], I can set you up with a personal account so you can have a look without anyone bothering you. Let me know if that interests you and I will send you a PM.”


Tactic: The second response allows you to reach out through a private message and gather the client’s email address. It also allows you to provide more personal attention and explain the added value they receive for giving their email: access to photos, e-alerts, etc.


The “Bad Agent Rating” Comment

Comment: “I have had a terrible experience with this company and my agent. I unfortunately do not have anything good to say.”


Response: “[Name], I’m sorry to hear this. We try to give our clients the best experience every time, but I’m sorry this has not happened here. I would love to chat with you and see how we can do better in the future.”


The “This Area is Terrible/Too Pricey” Comment

Comment #1: “I’ll never be able to afford a house in this neighborhood!”


Response #1: “Well, [Name], we’re here to help when that day comes!”


Comment #2: “This neighborhood was terrible the last time I drove by!”


Response #2: “We’ve been watching the neighborhood grow and now the home values are rising at a steady pace. There is also a new park to check out down the street!”


For more information about social media best practices in real estate, check out the BoomTown Library. Filled with videos, assets, and real life examples, the BoomTown Library is a handy guide on how to thrive in today’s industry. Check out the full list of BoomTown’s social media video’s here.




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Sham Reddy CRS
H E R Realty, Dayton, OH - Dayton, OH

Thanks for sharing your experiences and how to turn negative into positive

Dec 09, 2015 07:59 PM #6
Mark Neighbor
A O Home Solutions - Sell House Georgia - Buy House Georgia - McDonough, GA
Sell House Fast In Georgia

Welcome to Active rain. Interesting first Blog Post. Looking forward to reading more. Great way to turn negative comments into business.

Dec 09, 2015 08:54 PM #7
Barbara Todaro
RE/MAX Executive Realty - Retired - Franklin, MA
Previously Affiliated with The Todaro Team

Good morning, BoomTown ROI how to make lemonade out of lemons.... good first post...

Dec 09, 2015 09:43 PM #8
Barbara Todaro
RE/MAX Executive Realty - Retired - Franklin, MA
Previously Affiliated with The Todaro Team

and welcome to ActiveRain....this is a great place to learn, share, market and network.... and I hope you benefit from this platform....

Dec 09, 2015 09:45 PM #9
Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

Welcome to active rain. Thank you for the post.

Dec 09, 2015 10:21 PM #10
Tony and Suzanne Marriott, Associate Brokers
Serving the Greater Phoenix and Scottsdale Metropolitan Area - Scottsdale, AZ
Haven Express @ Keller Williams Arizona Realty

Welcome to Active Rain!  As REALTORS who have been here (on and off) for more than 9 years, it's well worth it!


Dec 09, 2015 10:53 PM #11
Mery Fernandez Empire Network Realty Luxury Brokerage
Empire Network Realty INC. - Orlando, FL
The Rise of An Empire, Let's Build Yours!

Welcome to the world of Activerain, may your blogging  create a whole new chapter in your Real Estate Career.

Dec 09, 2015 11:51 PM #12
Les & Sarah Oswald
Realty One Group - Eastvale, CA
Broker, Realtor and Investor

Welcome to ActiveRain. You are going to be a huge asset to this blogging platform. Following you.

Hope you consider becoming a Rainmaker so your posts can be visible to the public.

Dec 10, 2015 03:34 AM #14
Captain Wayne - Rowlett Real Estate School
Rowlett Real Estate School - Panama City, FL
Rowlett Real Estate School / Owner and Instructor

Some really good situational responses Kelly. I have used a few as well. It's always better to let them feel they have an out, I don't like to use high pressure sales.

Dec 10, 2015 06:38 AM #15
Captain Wayne - Rowlett Real Estate School
Rowlett Real Estate School - Panama City, FL
Rowlett Real Estate School / Owner and Instructor

Welcome to ActiveRain,  it's great to have you aboard.  I look forward to reading more of your posts.

Dec 10, 2015 06:38 AM #16
David Alan Baker Laveen & South Phoenix Realtor
Keller Williams Realty Phoenix - Laveen, AZ
Your local Expert

Good post and yup.  Good idea to think up responses, even if they sound coined.

Dec 10, 2015 07:27 AM #17
Praful Thakkar
LAER Realty Partners - Andover, MA
Andover, MA: Andover Luxury Homes For Sale

Nice way to turn negatives into positives Kelly at BoomTown .

Dec 10, 2015 02:10 PM #18
Bob Crane
Woodland Management Service / Woodland Real Estate, Keller Williams Fox Cities - Stevens Point, WI
Forestland Experts! 715-204-9671

Important advice Kelly, I just watched your video on this a few days ago.

Welcome to Active Rain, looking forward to reading many more of your posts, let me know if there is anything that I can do to help as you get started here.

Dec 12, 2015 03:27 PM #19
David Alan Baker Laveen & South Phoenix Realtor
Keller Williams Realty Phoenix - Laveen, AZ
Your local Expert

Always need to be on the look out and on the ready to turn a negative to a positive.

Dec 21, 2015 04:27 AM #20
Joan Whitebook
BHG The Masiello Group - Nashua, NH
Consumer Focused Real Estate Services

Welcome to Active Rain and thanks for these tips.  It is important to know how best to handle these things should they arise.

Dec 21, 2015 09:38 AM #21
LuxurySoCalRealty Compass San Diego
Compass - La Jolla, CA
San Diego Partner - The Private Client Network

Congratulations on your first blog post.  Welcome to Active Rain.  Wishing you a successful 2016 Kelly at BoomTown 

Jan 03, 2016 12:05 PM #22
Inna Ivchenko
Barcode Properties - Encino, CA
Realtor® • Green • GRI • HAFA • PSC Calabasas CA

I agree, you have to try to understand where the person is coming from, especially if that negative commented posted online.

Feb 05, 2016 03:37 PM #23
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

If we stay positive and calm the person making the complaint is usually receptive if we are quiet and let them voice their issue(s) and once they are done by starting with "If I understand you correctly," and then proceed to summarize their complaint and bring positive facts and remedies.  It works!  In more cases than not, the person making the complaint just wanted to be heard.

Feb 08, 2016 09:52 AM #24
Rebecca Gaujot, Realtor®
Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

Just read about your February contest. Stopping by to welcome you to the RAIN!

Feb 08, 2016 11:55 PM #25
Kevin Morris
Berkshire Hathaway HomeServices Hodrick Realty - Danville, PA
Real Estate agent serving danville and surrounding

Welcome to Active Rain. I think that once you are able to over come a negative comment that can be golden. 

Apr 06, 2016 04:19 AM #27
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