The first step is, don't panic!
Remember, selling or buying a home can be a very emotional time!
Is the client just letting off steam?
Is there any constructive criticism in the review?
Did I drop the ball on this one? (we all do sometimes, its part of being human)
Step two: turn the bad into a good with a public reply
Do:
Be positive and polite
Address all of the concerns mentioned in the review
If there are parts of the review that are not correct, address them respectfully
End the reply with an offer for them to contact you if required
Don't:
Be defensive or aggressive
Disclose potentially private information (this includes the client's name and details)
Ignore key points
Shift blame onto your clients
Why bad reviews can be positive
Don't give negative reviews a bad name - they are powerful
When a prospective client looks at your profile and, in the midst of your great reviews, sees a bad review with a well-worded reply, it will also add validity to all of the positive reviews that they have on your profile. A negative review is an opportunity for your future customers to see how you deal with difficult situations which is part of the job.
Negative reviews contrast against Positive reviews.
Negative reviews make your positive reviews shine! Naturally consumers will compare positive reviews to negative reviews. If you receive a negative review its highly likely that consumers will believe all the positive reviews.
2. Negative reviews make you trustworthy.
Nothing is perfect, no agent, no product, nothing. You should never try to hide something that went wrong. Consumers will more likely trust you if you show that you are not perfect. If you had a squeaky clean record, they may think something's up and that your reviews are not genuine.
3. Negative reviews create opportunities.
We need to know our weaknesses in order to improve. If something goes wrong, you can use it. Sometimes things go wrong that are out of your control but sometimes we make mistakes. Negative reviews are a good opportunity to help you learn and nail it the next time. Respond to your clients, show them that it’s as important to you as it is to them. How to reply to a review
Please click here to read more about how negative reviews can help your business.