Oh No! I Got a Bad Yelp Review!

In today’s technology-driven world, broker reviews are easy to find. And although most brokers work hard to perform well for their clients, even the best brokers get a bad review once in a while. However, knowing how and when to respond can mitigate negative reviews and could even turn them into a positive for brokers. Whether good or bad, word of mouth recommendations carry a certain level of authority among consumers, with nearly 90 percent of consumers saying they trust online reviews as much as word of mouth recommendations.  If you want to know how to get more online reviews, we’ve got you covered.

While 17 percent of consumers say they would write a review after a positive experience with a brand, many reported that they would be more likely to write a review after a bad experience. Once something is posted online, it’s there forever; as a result, many agents worry that a bad review would be detrimental to their business. That’s one of the reasons why building a strong collection of online reviews is a smart way to set yourself up for long term success and part of this strategy is managing negative reviews by addressing them quickly.  

Responding to negative online reviews 

If you don’t regularly monitor and take care of your online reviews, you are risking sending a potential client straight to one of your competitors. But it’s not just the review itself that’s important — how you respond to that review is often just as important, if not more, than the review you received.  

And keep in mind that improperly responding to a negative review can often be just as detrimental as not responding at all. And just like the review, your response will live online for all to see — anyone who searches for you will likely come across your response, so always remember that there’s a huge audience for whatever you post.  

When it comes to responding to negative online reviews, a good rule of thumb is this: simply handle your response the same way you would in person. Even if the customer is in the wrong, begin your response with a sincere apology.  

Here are some other tips for responding to negative online reviews:  

  • Don’t let your ego or pride get in the way. 
  • Always keep your response professional — don’t be defensive and let your feelings take over or get the best of you.  
  • Be empathetic and try to imagine things from your client’s point of view. It can help to think of the client as a friend or relative — respond to the review as if you were talking to someone you care about.  
  • Do your best to try to resolve any issues and help the client — offer them an easy way to contact you directly to resolve any outstanding issues and to get the problem taken care of.  

Lastly, remember that people are looking at how you respond, so it’s always in your best interest to show that you are trying to be as understanding and helpful as possible.  

Using Yelp to Grow Your Real Estate Business 

For real estate agents, having a Yelp profile can give you the edge to help you get ahead of your competition. You may already have a strong online presence marketing your real estate business on social media platforms, such as Facebook and Twitter, but if you’re not actively promoting your business on Yelp, you may be missing out on a valuable source of referrals.  Starting a newsletter or blog is another great way to build your referral network.

Many agents are getting referrals and growing their business through Yelp. To learn more about how Yelp can work for real estate agents, how to set up your Yelp profile, how to regularly get reviews, and how to respond to negative reviews, sign up for our course Yelp for your Real Estate Business today.  

AgentEDU® is a platform where agents at every level can come to watch 10-minute video courses for the many situations that successful agents must master. From essential to advanced level and everything in between, AgentEDU® courses help agents become top producers with increased earnings and a plan for continued growth. 

AgentEDU® is an Agent Publishing brand. For 18 years, Agent Publishing has been committed to providing residential real estate professionals with the information and training required to build successful and meaningful careers in their local markets. Agent Publishing’s influence extends to every career stage and reaches agents across print, digital, events and online learning. 

8 Tips for a Great Headshot

As the saying goes, you never get a second chance to make a first impression. First impressions are extremely important for real estate agents, because when people see your ads, business cards or your website, what’s going to draw their eye first is your smiling face.

First Impressions are Important

In this blog post, you’ll learn the eight tips every agent needs to use when creating and deciding on a headshot.

Tip 1: No selfies

Most selfies look unprofessional. Leave those on your personal Instagram where they belong.

Tip 2: Style matters

Keep your look simple.

  • No clothing that distracts
  • No glamour shots
  • No pictures taken at a wedding or event
  • No sold signs, no phones, no cars, no props
  • No thumbs up or high fives

Tip 3: Practice your pose

You are posing, not performing. Practice your facial expressions and poses in the mirror before your photo session. The way you look best may not be the way that feels best. It’s the look you’re trying to get right, even if the pose isn’t totally comfortable.

Carol Collins, Broker Associate at Jameson Sotheby’s International Realty, has a great pose in her headshot.

Tip 4: Vertical vs. horizontal

You’re better off using a vertical shot than a horizontal shot. Have the shot taken with several angles. Keep in mind that if the angle is slightly high, it will make you look slimmer and accentuate your eyes, which should be the focal point.

Tip 5: Pose on an angle

Ever wonder why people gain 10 pounds in front of the camera? It’s because we cut out their entire environment around them, forcing them to take up more room in the frame. Instead, do a two-thirds turn away from the camera. Turn your head slightly to show more depth, and don’t look squarely at the camera.

Many people will have the natural instinct to lean backwards in a photo. By bringing your chin down, you can open your eyes up.

Tip 6: Lighting matters

Position yourself so that the light goes across you instead of right at you. This is important so that the viewer sees depth and texture. Crossed arms or hands in pockets can help create texture.

Tip 7: Cropping

Cropping can help a photo by allowing you to select the focal point of the picture. Have your photographer show you several crops to see which one you think looks best.

Kelly Angelopoulos, the Vice President of Sales at Jameson Sotheby’s International Realty, has a great example of a well-cropped headshot.

Tip 8: Size for print and web

You’ll need copies of the photos for printing your business cards and other materials. The size requirement online is different from what it is in print. Make sure your photographer sends you 300 dpi for print and 72 dpi for web. If it’s not right, you’ll end up with grainy photos in print, or pictures that are too big to upload to your website.

Only Part of Your Overall Image

A good headshot is only part of the image you will want to build for yourself, and once your headshot draws someone in, it’s your bio that will tell prospects about you. To learn more about how to develop your professional image, start your seven-day free trial of AgentEDU today and watch the full course, “Developing Your Professional Image.”

We also want to give a shout-out to our cover models in this week’s blog. Thanks to Michael Bencks, Senior Mortgage Banker of Neighborhood Loans, David Porter of the Porter Group and Heather Lange of Lange Property Partners for allowing us to highlight their fantastic headshots in our cover photo.

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AgentEDU® is a platform where agents at every level can come to watch 10-minute video courses for the many situations that successful agents must master. From essential to advanced level and everything in between, AgentEDU® courses help agents become top producers with increased earnings and a plan for continued growth. For a 7-day free trial sign up here.

AgentEDU® is an Agent Publishing brand. For nearly two decades, Agent Publishing has been committed to providing residential real estate professionals with the information and training required to build successful and meaningful careers in their local markets. Agent Publishing’s influence extends to every career stage and reaches agents across print, digital, events and online learning.