Remember, selling or buying a home can be a very emotional time. Ask yourself:
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, it's part of being human)
Responding Constructively To Negative Reviews
When potential clients view your profile, a mix of positive reviews and the occasional negative one (especially when paired with a thoughtful response) adds credibility. It reassures readers that your reviews are genuine and provides helpful context for your overall performance.
Keep the following best practices in mind when responding to your clients:
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
Please note: Public replies to reviews are available only to subscribed agents. If you don’t have a subscription, try contacting clients directly to address their feedback.
Why Bad Reviews Can Be Positive
1. Build Trust
Clients don’t expect perfection. Handling negative reviews calmly shows how you respond to challenges and builds confidence in your professionalism.
2. Enhance Credibility
Balanced reviews make your profile feel authentic. Negative feedback alongside positive reviews reinforces that your testimonials are genuine.
3. Create Opportunities
Negative feedback highlights areas to improve. Some mistakes are outside your control, but responding thoughtfully demonstrates accountability and commitment to client satisfaction.
How To Reply To A Review
How To Reply To A Review
For detailed guidance, please click here see how we recommend you reply: How to reply to a review
How It Can Help Your Business
How It Can Help Your Business
Please click here to read our blog on why negative reviews are good for business.
Can I Have The Review Removed?
Can I Have The Review Removed?
No, agents and agencies do not have the ability to hide, edit or remove any reviews from their profile. However, there are situations that may warrant removal. Click here to learn more.