Have you ever faced a bad review? If not, you will at some point in business. It's inevitable.
So, what's the game plan when it happens?
Here's a nugget: 94% of consumers, according to a recent study, let a bad review sway their decision to avoid a business.
You've probably done the same on Yelp or elsewhere. The key? It's not just the bad review itself, but how many positive reviews balance it and whether the business responded.
Surprisingly, 53% of consumers expect a business to respond to a bad review, yet 63% say businesses rarely do. Here's the kicker: 45% of consumers are still open to doing business with a place that got a bad review if the business responds.
The response is crucial.
So, how do you handle it?
Never argue, never say they're wrong. Instead, respond and swiftly take it offline.
For instance, "Thanks for sharing your feedback. Sorry your experience didn't meet expectations. Let's discuss this offline." Or, "Feel free to reach out with further comments. We're sorry it didn't work out. Would love to chat in person."
The goal? Move the conversation offline fast.
Most review systems allow one response, and that's it. By responding positively and taking it offline, you close the loop, turning a potentially damaging situation into a chance to make things right.
Always respond to every review, good or bad. It's a game-changer.
Why do Brokerage Owners, Office Leaders, Team Leaders, and Solo Agents choose Jim to be their coach?
+ 32 Years of Real Estate Sales, Management, and Coaching Experience
+ Top 1% REALTOR Himself (he has been in the trenches)
+ Opened his First Real Estate Company at 23
+ Grew his Real Estate Company to 17 Offices (largest in Oregon)
+ His Current Team Closed $1.4 Billion in Sales in One Year
+ He is a Current Real Trends Top 500 Broker
When you work with Jim there is no "team" of coaches - you are being trained by Jim and tapping his knowledge and experience.
When your office or team joins our brokerage coaching platform, every agent at your firm will tap into our training and coaching resources.
These benefits include:
20 Weeks of On-Demand Lead Generation Coaching: Access our extensive coaching program, offering daily guidance for 20 weeks, empowering your agents with proven lead generation strategies.
Extensive Downloads Library: Gain access to a vast collection of resources, including scripts, texts, emails, drip campaigns, checklists, systems, forms, and more, all designed to enhance your agents' productivity and success.
Marketing Assets: Stay at the forefront of real estate marketing with new social media and digital assets delivered to your team on a weekly basis, ensuring you have the latest tools and strategies to effectively reach your target audience.
Live Monday Coaching: Kickstart your week with our live Monday coaching sessions, where we deliver the biggest and brightest ideas in the industry. Gain invaluable insights and stay ahead of the curve.
Live Wednesday Coaching: Join our tech and marketing experts every Wednesday as they dive into the hottest real estate tech and trends. Discover innovative tools and strategies that will give your agents a competitive edge.
Live Friday Coaching: Tap into our live podcast series, where we interview some of the biggest names in the real estate industry. Learn from the best and gain inspiration from their success stories.
At eRealEstateCoach.com, we are committed to helping you and your team thrive. Productive agents become raving fans helping you attract the top talent in the industry.
Visit https://www.erealestatecoach2.com/explorecoaching to learn more.