What to Do About Bad Reviews

Keeping in front of the competition is crucial for agents, and real estate agent reviews create an excellent after-sale line of communication with your clients in addition to being excellent real estate agent marketing tools. Giving clients the opportunity to comment on your skills, service and experience shows them that you appreciate their business, care about their opinion and want to improve you customer service. Overall, it's a great first step in solidifying your long-term client relationships.

Some of our more active ReachFactor agents have given us feedback on how to get client reviews. One example is Eugene Mills, who shared with us that gathering real estate testimonials is part of his closing process. And we have also profiled San Antonio REALTOR® Scott Myers, whose utilization of social media has helped him generate a staggering 81 real estate agent reviews.

However, most agents probably feel that they don't have the time to add another step to an already detailed and time-consuming process. Also, considering that a home sale can often be an emotional event for people, some agents might not want to open themselves up to negative feedback from an unhappy client.

So, what happens at the end of a sale when you receive a negative testimonial from a buyer or seller, especially if nothing could have been done in that situation to satisfy the unhappy customer? ReachFactor member Robert Diamond--whose verified 5-star reviews give him high marks for service, communication, trustworthiness and professionalism--admits that not every client review is going to be a knockout.He says negative reviews have only happened to him twice in his career, and both times he followed the same procedure, which would work for just about any agent who's gathering testimonials and reviews to market themselves online.