Review response guide

How to respond to a negative review for a Real Estate Agent

Real estate reviews reflect a big, personal transaction, replies should feel personal and reinforce trust and communication.

A negative review is public, and it's read by far more people than the one who wrote it. Your reply isn't really for the upset customer, it's for the next hundred people deciding whether to trust you. Handle it well and a bad review can actually win you business.

Use four beats: acknowledge the specific problem, apologize without making excuses, say what you're doing about it, and invite them to continue offline. Keep it to a few sentences, stay warm, and never get defensive.

Example

The review

“Hard to reach during the most stressful part of my sale.”

A reply that works

Being hard to reach during a stressful closing is exactly when it matters most, and I'm sorry I dropped the ball there. I've changed how I keep clients updated throughout. I'd value the chance to talk, please reach out directly.

Tip: Own the communication gap specifically; responsiveness is the top real-estate complaint.

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