Like it or not, agent reviews are a fact of life. If someone doesn’t like your services or your attitude, chances are he’ll use social media to tell the world about what a terrible agent you are. What can you do to fight back?
Yelping about Yelp
t reviews may be harmful to your business
First, it’s important to realize that younger buyers and sellers are much more likely to believe your reviews if some of them are negative. To them, having all “five star” reviews is questionable. Consequently, don’t be too concerned about a single negative review. A series of negative reviews, however, can be a serious issue since it represents a pattern.
How not to handle a negative review
One of the most surprising consumer reviews described a series of events that illustrates how not to handle a negative review. A seller posted a Yelp review that described her listing agent as being completely unresponsive throughout the transaction process. The client was in the midst of a party when the irate agent showed up on her doorstep. The agent demanded that the seller let her in. The seller politely asked the agent to come back later since she was entertaining. The agent became irate and demanded to be let in. The seller again refused. At that point, the agent barged through the door and started screaming at the seller in front of her guests. Needless to say, the client posted the entire episode the next day on Yelp.
How to handle negative reviews
Getting into an online fight with a client who has posted a negative review will only create more problems for you and your business. Instead, a better approach is to contact the client offline and ask if there is anything that you can do to fix the problem. If so, take steps to do so immediately. Most reasonable people will remove the negative review if the issue has been addressed or will at least post an update saying that you contacted them and dealt with the issue.
If the person is unreasonable, at that point you can post your own response. Avoid getting into any discussion about the details or trying to defend yourself. Instead, post something like this:
“Ms. Client, I would really like to fix this situation. Would you please contact me so we can work this out?”
The best strategy to avoid negative reviews
A simple way to avoid negative reviews is to do a post-closing survey. Tell your buyers and sellers upfront about this process. Also, invite them to contact your manager if they have an issue with you or something you’ve done. That way, any issue can be resolved, and, with a little luck, you will never have any reason to complain about The Yelp Mafia.
Source: Inman News