Online reviews of real estate agents on Yelp, Zillow, Trulia and Realtor.com shape public perception of service and competence. Online reviews also give agents the opportunity to resolve legitimate complaints, and strengthen rapport with clients. Here’s why managing your online reviews are so important!
The worst response to a negative review, is no response at all. A lack of reply makes you appear uncaring. Unfortunately, some negative reviews go without reply, not because an agent doesn’t care – but because they haven’t noticed them.
Even if the complaint seems groundless, you should acknowledge it and invite the reviewer to contact you directly. Moving the conversation offline at this point is a good strategy.
If the disgruntled client persists in posting negative comments, post your side of the story, briefly and courteously, and re-invite them to contact you. Showing tact and diplomacy when handling a “troll” will edify your professionalism.
Even a good review can include negative feedback. A four-star review might say, “Tony gave us a lot of good advice and helped us maximize our sale price. The only problem was, he could be hard to reach.”
Don’t let the comment end there! Apologize for any service disappointment, and thank the reviewer. A good response might be, “Thank you for the review, Mary! I apologize for the temporary delay in returning your calls. I take good service seriously, and appreciate your feedback! If you have any remaining questions, I’m here for you.”
An online review, whether good or bad, invites engagement. A review gives you a reason to reach out to a previous client, and further develop your relationship with them. Express appreciation for their review, and for their business!
Remind them you’re happy to help their friends and family. Reiterate that you’re here for future questions. Add them to your email database, and invite them to join you on your social media pages.
Speed of reply counts! A timely response makes a client feel important, and shows that you are never too busy for them. Conversely, a late reply to a negative review can add fuel to the flames. (Still, a late reply remains better than none.) Remember that your replies, or lack thereof, will be noticed by potential clients reading your reviews.
You are your own best service advocate. How you treat clients after closing affects your opportunities for repeat business and referrals! And by responding to online reviews and social media posts, you demonstrate good service to prospects who are looking for an agent. Give them reasons to pick you!
Of course, monitoring reviews and managing your online reputation takes time. Building up a page of reviews may also require some client outreach! In all cases, RealSupport can help you with online reputation management. Contact us today for personal assistance!
Bonita Breit
Copywriting & Marketing Specialist
RealSupport, Inc.
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