Every real estate professional is aware of the advantages and influence of favorable online reviews. Reviews play a significant role in both our online life and offline decision-making. However, a bad real estate review might stand out like a sore thumb no matter how many great ones you've received. It's fair to say that some customers have unreasonable high expectations and can never be pleased by even the best service, but that won't stop them from leaving an ardent, critical review if given the opportunity. After all, one of the most significant and sentimental investments a person will ever make is in real estate.
Fortunately, a bad review isn't necessarily bad; it can demonstrate to viewers the realtor's sincerity and the fact that no one is flawless, no matter how hard you want to fulfill your client's wishes. Unfortunately, a bad review can seriously hurt your position on some review sites, and neither websites nor customers are always prepared to agree to have them removed.
We'll start by looking at the most popular review sites and their policies before discussing exactly how to respond to unfavorable reviews in each situation.
Review Removal Guidelines And Common Real Estate Review Sites
Your Website For Real Estate
It goes without saying that compared to other platforms, your website gives you more control over your reviews. It's not advisable to go through your reviews and erase every unfavorable one, though. Customers will get even more irate than before and look for other, more obvious ways to evaluate you (on Google My Business, for example). If you carefully respond to each unfavorable review, the reviewer might agree to have it removed from your website (more on that later).
My Business On Google
Google frequently allows companies to delete reviews but only if they are in violation of the site's rules. Harassment, fraudulent reviews, the use of personal information, and other actions are prohibited. It is not authorized to delete a review merely because you disagree with it. Google won't go above and above to verify the veracity of your client's experience because it is really difficult to do so.
There is currently no quick solution to remove unfavorable Facebook reviews. If a review is spam or violates Facebook community standards, company page owners do have the opportunity to report it.
Looking for more intriguing Facebook business applications? See how some of the best real estate agents in the country are utilizing Facebook in the list below.
Zillow does not let agents to remove bad reviews, but they do offer guidance on how to respond to them on their platform. If everything else fails, Zillow also advises contacting their mortgage support staff.
Each review is carefully screened by Realtor.com before being added to your profile, going above and beyond. By doing this, offensive or spammy comments can be stopped before they are posted. Negative reviews alone, however, are unlikely to escape and remain on your profile. Your best chance to maintain face in this situation is to respond with thought and intention. You have the option to delete your overall rating from your profile on realtor.com if the review has a significant negative impact on it.
There are several excellent strategies to address a negative review that has been written about your real estate company. The following advice will show you how to respond to unfavorable real estate reviews like a pro and earn new clients as opposed to losing them.
How To Deal with Unfavorable Real Estate Reviews
1. Verify The Review
Some people simply like posting unfavorable reviews to upset business owners. There are measures you can take to have the review deleted if it isn't from a client or otherwise violates community guidelines. To avoid giving the wrong impression to other viewers, if you feel the need to respond, politely state in your comment that they are not yet a client.
2. Recognize The Problem
When responding to a bad review, you should start by recognizing the customer's problem and frustration. Clients want assurance that you thoroughly comprehend the issue before attempting to resolve it so that they can be confident you will take the necessary steps to do so.
3. Avoid Reacting When Angry
You put a lot of effort into giving your customers the experience they want, so a public review of your shortcomings may seem insensitive to you personally. Never respond to a bad review when you're upset or feeling emotional. Prior to drafting your response, take the time to prepare professionally and attempt to understand the situation from the client's point of view.
4. React Speedily
It's preferable to react promptly to a bad review before other potential customers hear about it because bad news spreads quickly. Quick responses convey to all of your customers that providing superior service is your top concern. After all, someone deserves your prompt reaction if they are irate enough to take the time to post a verified unfavorable review.
If the unfavorable review accuses you or your brokerage of a major offense, there may be an exemption to this requirement. You might wish to get legal counsel in that situation before responding online.
5. Avoid Becoming Defensive
It could be challenging to come across as contrite and sympathetic in your reaction if there was a complete breakdown in communication. Remain focused on the main objective, which is to restore peace and make everyone happy. Again, it can be beneficial to put yourself in your client's position.
6. Establish A Routine Checking Process For Your Review Pages
If you don't know where to look for it, you won't be able to respond to criticism. Make a plan for how you or your team will verify and respond to reviews on each of your review platforms on a regular basis. On occasion, you might wish to Google your name to see if there are any reviews of you that you were unaware of on message boards.
7. Move Important Conversations Offline
If a negative review requires more discussion or other action, do so gently on the review platform before attempting to get in touch with the reviewer personally. Leave your contact information at the bottom of your answer and ask the reviewer to get in touch with you if they want more information on how the problem may be fixed if you are unable to locate their contact information.
8. Prepare For Unfavorable Reviews
When a real estate customer has exhausted all other options to reach you, they frequently resort to leaving nasty reviews. Make sure your contact information is current on all of your platforms and respond to direct grievances from house buyers and sellers as soon as possible to prevent later seeing them surface online.
9. Highlight Positive Reviews
You should make it a routine to share your favorite real estate reviews as part of your real estate marketing plan. They won't have as much of a negative effect after your viewers are used to seeing favorable reviews on your website, social media platforms, and other forums.
Remember to ask clients to post evaluations after you've worked with them if you don't currently have enough. Including a review prompt or CTA in your thank you emails and letters is a fantastic idea. Ask people you know to submit glowing character reviews of you if you haven't yet sold many homes in order to establish your reputation.
10. Always Express Appreciation And Thankfulness
Be appreciative that someone took the time to criticize you. Take it into consideration if it's constructive feedback, and examine how you can fix that flaw. In your response, be sure to thank them and note that action is being taken to remedy their specific issue.
11. Include Some SEO advantages
Did you realize that reviews and responses might help your SEO? Your overall search engine rating may be enhanced by mentioning your company name and the services you provide. If you can do so organically and rationally, incorporate pertinent keywords into your comments to both favorable and negative reviews.
It's not necessary for negative reviews to have a significant impact on your company if you know how to respond to them effectively. Depending on the circumstances, there may be more than one appropriate response to a bad real estate review; nonetheless, professionalism and taking action are usually always advantageous.