Dealing with a Negative Review

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)

Are Negative Reviews Really That Bad?

Don't give negative reviews a bad name, they're more powerful than you might think. Feedback, even the difficult kind, is useful. Here's why;

1. They make your positive reviews shine

Consumers naturally compare negative reviews against positive ones. If you receive an occasional negative review, it actually makes readers more likely to trust and believe all your positive reviews.

2. They build trust and credibility

Nothing is perfect — no agent, no product, nothing. Clients don't expect perfection, and trying to hide the fact that something went wrong can backfire. A profile with only glowing reviews can look too good to be true, making people question if it's genuine. A mix of positive and negative reviews (especially when paired with a thoughtful response) reassures readers that your reviews are authentic and gives helpful context for your overall performance.

3. They create opportunities

We need to know our weaknesses to improve. Sometimes things go wrong that are outside your control, and sometimes we make mistakes — either way, negative reviews are a chance to learn and do better next time. Responding thoughtfully shows clients that their experience matters as much to you as it does to them, and demonstrates your accountability and professionalism.

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

Check out some replies other agents have used here, here, and here.

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.

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

Please click here to read our blog on why negative reviews are good for business.

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 some situations that may warrant removal. Click here to learn more.