Whether you are a realtor, property manager, hard money lender, or other industry leader, in today’s day and age much of managing a real estate business is maintaining an online presence. Inevitably, with an online presence comes online reviews, which can often mean negative reviews. When you get a negative online review, stay calm and follow these three steps, which apply to any platform (Facebook, Yelp, Zillow, etc.):
- Quick responses don’t just show the negative reviewer you care; they show everyone you are concerned and take customer issues very seriously.
Take the conversation offline.
- The entire internet does not need to know details of one customer’s bad experience. Simply respond something generic such as “Thank you for bringing this to our attention. We are very sorry about your experience and will do everything we can to fix it. We have responded to your concern in a private message.”
If resolved, ask customers to take down their reviews.
- Sometimes, you will be able to work things out, and make the customer happy. In these cases, you can ask the customer to take their reviews down. At the end of the day, you can’t please everybody, which is why it is important to show other potential customers that you handled and cared about the concern.
Don’t forget to promote your positive reviews, and thank your customers for them! For more Online Reputation Management tips, visit HubSpot. For more real estate marketing tips, see the “Real Estate Marketing” section of our blog or our Real Estate Marketing Page.
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