How to respond to negative reviews – a to do list

As a real estate agent, you already know the gravity of both online and offline reviews. They play a significant role in your business and public perception, and it’s important to know what to do if you receive a negative review.

 

While receiving a negative review can be disheartening, take it as an opportunity for growth and improvement. In this article, we’ll guide you through the do’s and don’ts of responding to negative reviews and explain why accepting all kinds of feedback (not just five-star ratings) is essential for your success.

DO: Embrace All Feedback

It’s natural to feel apprehensive about seeing a negative review on your profile. But when you embrace all feedback, whether positive or negative, you’re showing your current and future clients that you genuinely care about their feedback. 

 

Plus, there’s a silver lining to negative feedback. A study from Fera.ai¹ found that it helped increase e-commerce conversion rates by up to 85%. Don’t be afraid to display that sour review like a badge of honour. It’s all about how you respond – and that’ll speak volumes about your character.

DO: Respond Promptly and Professionally

When you’re faced with a negative review, it’s essential to respond promptly and professionally. Take the time to understand the issue raised, empathize with the client’s experience, and address their concerns respectfully. 

 

This demonstrates both your commitment to resolving their issues, even when the experience was negative.

DO: Be Solution-Oriented

While it’s tempting to be defensive when confronted with criticism (no matter how big or small!), it’s crucial to approach negative reviews with a solution-oriented mindset. Acknowledge the problem and propose practical ways to address it. By providing thoughtful solutions, you showcase your problem-solving abilities and a genuine commitment to client satisfaction. Below we have put an example of a one star review and an example of the response.

1. Personalise Your Responses

Avoid generic or automated responses when replying to negative reviews. Instead, personalise your responses to show that you value each client’s unique experience. Tailor your reply to the specific concerns raised. Use empathetic language reassuring the client that their feedback has been heard and is taken seriously. Below we have made two examples. The first one doesn’t show any empathy. Whilst the second, thanks the client for their honest feedback, and shows understanding of the situation.

 

2. Learn from Negative Reviews and Showcase your Growth

Negative reviews can be valuable sources of insight. Rather than dwelling on the disappointment, focus on the lessons they offer. Analyse common themes in negative feedback and use them to identify areas for improvement in your business practices. By continuously learning and adapting, you can refine your approach and make your future client’s experience even better.

 

Remember, we’re not perfect, so even though we strive for creating exceptional client experiences at all times, there will be moments when we do make a mistake or leave a less than expected impression. But by embracing all types of reviews, including negative ones, you can transform dissatisfied clients into advocates for your brand. It’s not just about the five-star reviews—it’s about your commitment to continuous improvement and delivering exceptional service as much as possible. 

 

Let RateMyAgent help you get every review from every client through our automated review request tool – Easy Reviews. With RateMyAgent by your side, we can empower you to showcase your dedication to client satisfaction and transparency to the world.

If you already have a RateMyAgent profile. Log in to your dashboard and activate Easy Reviews so we can take care of requesting every review for you!

Have more questions on this? Check out this intercom help article.

¹*Fera.ai