Oh No! I Got a Bad Yelp Review!

Marci Sepulveda Leave a comment

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. 

Real Estate Technology Tools for Teams

Marci Sepulveda Leave a comment

As a busy professional, the sheer amount of new technology that is served up to you on a regular basis can sometimes leave your head spinning. As real estate itself is getting smarter, the pressure to adopt new technologies in your office increases. New platforms and software programs promise to save you time, deliver better leads and automate many of your processes — but they’re not all created equally, and not all of them are created with the real estate professional in mind.

We often hear about the state of technology for consumers, but yet relatively little about how brokerage-specific technology is evolving. For example, overseeing real estate teams requires not only people management but also tracking and evaluating workflow and productivity. As a business owner and a team leader, you have to understand how your team is using their time, communicating with one another, engaging with brokerage clients and prospects, and how paperwork is being completed. You also need to understand how commissions are earned and how leads are being generated.

Smart real estate software provides your agents with everything from lead generation to video editing, as well as open house management software and help with tracking their expenses. The right technology tools can not only help streamline your listings and closings by simplifying transaction management, but they can also help to lead to greater agent satisfaction and retention. Of course, it’s good to know what tools can help you achieve greater productivity within your team.

A mobile-compatible video marketing tool

One of the first things your agents should do is to create a video profile, on top of a written bio, to use with their website. Not only does this allow prospects to feel like they’re getting to know your agents, but it is also proven that video is a more engaging tool than just photos. 

While anyone can create a quick video on their smartphone, using this type of program will allow you to create a more polished and professional-looking video, complete with filters, headers, logos, music, and more.

Try it: WeVideo, BombBomb, Animoto

CRM software designed with real estate in mind 

While CRM programs are certainly nothing new, you might want to consider using one with real estate-specific capabilities. While any CRM is capable of keeping track of your prospects, clients, contacts, and appointments, something that goes beyond the basic canned email message for things such as your clients’ anniversary or notes of congratulations can be instrumental in scaling up your business.

Real estate-specific CRMs also tend to come with relevant add-ons, like website templates, email drip campaigns, and even the ability to integrate directly with your existing social media accounts for a seamless experience. 

Try it: BoomTown, Wise Agent, kvCORE, Commissions Inc, Contactually

A tool for scheduling that works with your calendar

Wouldn’t it be nice if your clients were able to find out quickly when you’re available and book time with you on their own? Imagine all of the back-and-forth communication that could be saved. Fortunately, there are tools and apps that allow your clients to tap into your calendar and book appointments with you directly — saving you time and making the process easier for your clients and prospects, as well. 

Try it: Calendly, ShowingTime

Want to learn more? 

It’s important to keep in mind what real estate technology will help you connect best with your clients. To learn more about the tools that every team needs to manage time, clients, paperwork, commissions, and leads to keep a team running smoothly, sign up for our course The Tech You Need to Manage a Real Estate Team 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.