IGNORING BAD ONLINE REVIEWS CAN DAMAGE AGENTS’ REPUTATION AND LOSE POTENTIAL INSTRUCTIONS

Despite the massive growth on online reviews, agents are still handling bad reviews  inappropriately, which is resulting in a damaged reputation and loss of potential instructions, according to Chatty Imp, specialists in delivering social media campaigns in the property market.

According to recent research from search agency BrightLocal, more people are reading reviews on a regular basis (50% vs. 33% in 2015), with 91% of consumers regularly, or occasionally, reading online reviews.

Their survey also shows that 84% of people trust online reviews, as much as a personal recommendation, 90% of consumers read less than 10 reviews before forming an opinion about a business and 74% of consumers say that positive reviews make them trust a local business more.  A further 58% of consumers say that the star rating of a business is most important.

Google is also placing more emphasis on reviews and ratings. The search engine recently took the step of displaying reviews and ratings from trusted third-party review sites within a businesses’ Local Knowledge Panel, which appear underneath the information that has been submitted to the Google Business Page, titled ‘Reviews from the web’.

Peter Watson, Managing Director of Chatty Imp comments: “Unfortunately, bad reviews are a fact of life for agents. There will always be occasions when a client is unhappy about the service they have received and will take to the net to complain about their experience.

“The important thing for agents to remember, is how they respond to the bad review is very public.  Potential new clients will check out reviews and look at how bad reviews are handled.  This gives them an indication of how good the agent’s customer service is.

“If an agent handles a review inappropriately, it can damage their reputation and lose potential new instructions. So it pays to take the time to handle a complaint in a professional and fair way, replying promptly to stop the issue from escalating.  It is also worth asking the disgruntled reviewer to send more details in a private message, to remove the issue from the public eye.

“Online reviews offer a great opportunity agents to enhance their reputation online and convince potential vendors to make contact. They can also be used across all on and offline marketing channels, including social media. We incorporate positive reviews in our campaigns, highlighting the most positive ones, along with specific testimonials which mention excellent service provided by staff members.”

Chatty Imp is an independent social media agency, with offices in Lincoln and Cambridge.   Chatty Imp builds strategic campaigns to help estate agents connect with those looking to sell their property through targeted, social media marketing. By doing nothing but social media, Chatty Imp understands what is working and what isn’t, therefore maximising the ROI for its clients. Chatty Imp creates the most advanced social media advertising sequence used in the estate agent market, with a proven track record.

For further information, please visit www.chattyimp.com or call 01522 716171.

EAN Content

Content shared by this account is either news shared free by third parties or sponsored (paid for) content from third parties. Please be advised that links to third party websites are not endorsed by Estate Agent Networking - Please do your own research before committing to any third party business promoted on our website.

You May Also Enjoy

Breaking News

Breaking Property News – 24/04/24

Daily bite-sized proptech and property news in partnership with Proptech-X.   Smart Spaces delivers the world’s first implementation of HID’s mobile credentials in Google Wallet at Workspace Mobile access control integration makes entry to The Light Bulb building effortless for customers London, April 23, 2024 – Smart Spaces announces today that it has partnered with trusted identity provider,…
Read More
Love or Hate Rightmove
Breaking News

An average rate of 6% for the first time since November – Rightmove’s weekly mortgage tracker

Headlines The average 5-year fixed mortgage rate is now 4.89%, up from 4.45% a year ago The average 2-year fixed mortgage rate is now 5.29%, up from 4.75% a year ago The average 85% LTV 5-year fixed mortgage rate is now 4.82%, up from 4.42% a year ago The average 60% LTV 5-year fixed mortgage rate is now 4.36%, up from 4.15% a year ago The average monthly mortgage payment on…
Read More
Property for sale
Estate Agent Talk

Understanding Property Valuation: A Simple Guide

Ever asked your self, “How a amazing deal is my house simply simply well worth?” Whether you’re thinking of promoting, thinking of searching for, or just simple curious, identifying a property’s rate can experience like navigating a maze without a map. Yet, do not agonize. This sincere guide will stroll you via the necessities of…
Read More
Love or Hate Rightmove
Breaking News

Aberdeen is cheapest city to be a first-time buyer

New analysis reveals that Aberdeen is the cheapest city to be a first-time buyer with an average asking price of £102,602: The average monthly mortgage payment for a first-time buyer in Aberdeen is £406 per month, assuming the buyer has a 20% deposit, and a mortgage term of 35 years Data from UK Finance shows…
Read More
Breaking News

Breaking Property News – 23/04/24

Daily bite-sized proptech and property news in partnership with Proptech-X.   Agents urged to review AML policies following recent HMRC fines Recent substantial fines issued by HMRC are a harsh reminder to agents to ensure that their Anti-Money Laundering (AML) policies are up to date, and they have control testing in place. This is according…
Read More
Breaking News

Spring activity boost pushes asking prices close to new record

The average asking price of property coming to the market rises by 1.1% (+£4,207) this month to £372,324, just £570 short of the record in May 2023, while the annual rate of price growth is now +1.7%, the highest level for 12 months: A key factor behind this growth towards a near-record average price is…
Read More