Negative reviews stink. And they’re easy to take personally, given all the time and effort you pour into your business, but that’s not the best way to handle one. Before you lob one back, take a look at these simple real estate marketing tips for managing bad publicity:
Out There for the Whole World to See
Because 84% of consumers trust online reviews as they would personal recommendations, timely response to a negative review is essential. Equally important: diffusing the situation and attempting to turn the negative review into a positive one.
Simmer Down Now
Take a deep breath and think before hastily responding. Firing-back when you’re angry is a bad idea. If you don’t have any already, keep a couple of ‘canned’ responses on-hand as starting points on the path to a solution. Customize your response to customer feedback, and don’t use the same one over-and-over.
Take a Swing
Ignoring a bad review is not an option. It shows you don’t care. Responding boosts advocacy. In many cases, a response is all a customer wants, and soothes the situation. In fact, if you resolve a problem with a customer at first-contact, customers are twice as likely to patron your services again. 70% of the buying experience is based on how the customer feels treated, and responding with care shows them the love.
Get a Second-Opinion . . .
. . . from an impartial third-party before posting your response to ensure it won’t be misinterpreted. Calling rather than posting in potentially explosive situations is ideal.
Bust-Out Your Toolbox & Fix It
Simply responding isn’t enough. This may mean online, telephone, or in-person contact. Fixing the issue makes the offended customer happier, and shows potential clientele how important your customers are to you.
Ask for a Second-Shot
Request the negative review be taken-down.
Safeguard your reputation and your business with the help of these and other essential real estate marketing tips and technology from Properties Online today.