Real estate customer reviews: how to respond?

[boxacak129]

Customer reviews have become very important in the purchasing process because they have strong credibility with prospects. In fact, 88% of consumers trust online reviews as much as personal recommendations 1 .

The real estate sector is no exception to this rule and potential buyers research agencies before making contact. Did you know that 30% of individuals who contact a real estate agent first consult customer reviews of professionals in the sector 2 ? In addition, 1 in 2 customers are wary of the lack of customer reviews on an agency 3 .

Managing customer reviews in the housing sector is therefore luxembourg mobile phone number list essential to developing your business. But how do you respond to customer reviews in real estate ? Discover our advice.


1. Why respond to customer reviews in real estate?
2. Real estate customer reviews: positive reviews
3. Real estate customer reviews: negative reviews
Conclusion


Why respond to reviews in real estate

1. Why respond to customer reviews in real estate?
First of all, because performing effective review management will allow you to manage the e-reputation of your agencies and increase your turnover. As proof, 25% of the market value of a company is directly attributable to its reputation 4 . Logically, if a consumer reads positive comments about your welcome and your professionalism, they will be more likely to contact one of your real estate agents.



positive real estate customer review

Example of customer review in real estate



Responding to your customer reviews also allows you to demonstrate that you take your consumers' opinions into account . You highlight your ability to question yourself to meet their needs. Moreover, 95% of French Internet users who read customer reviews online also read the professional's responses 5 . If you are criticized for high commissions, you can respond that you are sincerely sorry but that they correspond to the market rates practiced by all the players. This will reassure a future customer.

Managing your customer reviews also allows you to improve the local SEO of your agencies. Indeed, your response rate directly influences your position in Google search results. Generally speaking, know that 16% of Google ranking is determined by your customer review management 6 . Hence the importance of implementing a strategy!

Responding to customer reviews in real estate generates many benefits that all converge towards the same objective: increase your agency traffic and therefore generate business !



Real estate customer reviews: positive reviews

2. Real estate customer reviews: positive reviews
Our tips for responding to positive customer reviews in real estate
Let's start with the most sympathetic customer reviews : those from satisfied customers who leave a positive comment. First of all, don't neglect them and take the time to respond to them . It might be tempting to think that a consumer who has just purchased a product will not use your services again anytime soon. That's true. But responding to their customer review allows you to build loyalty, create positive word-of-mouth and impact your online reputation .

So thank your consumers who took the time to leave you a positive review and personalize your responses by incorporating elements of their messages.



positive customer review response to real estate

Example of a response to a positive customer review



At the end of your response, re-engage your consumer on a future collaboration. You can offer a promotion to their loved ones if they come from them or encourage them to call on you for their second home.

Finally, take advantage of your response to place your long tail keywords and act on your local SEO . For example, write “Our real estate agency in South Rennes is delighted to have met your expectations”.



Example of a response to a positive customer review
Let's take the example of a couple who just bought their first home with one of your real estate agencies in Nantes. They leave you a customer review thanking you for the support of your staff, their patience with them and for finding them the home of their dreams.

You can answer:

" Mr and Mrs xxx, we thank you for your comment which goes straight to the heart of the entire team at the Dupont real estate agency in Nantes Nord. We are delighted to have supported you in the purchase of your house and to have met your needs.

We wish you and Rox 7 a good move ! Don't hesitate to come back to us if you want to diversify your assets in the years to come.

Aurélie, real estate agent ”.



Real estate customer reviews: negative reviews

3. Real estate customer reviews: negative reviews
Our advice for responding to negative customer reviews in real estate
Now for the less enjoyable part: how to respond to reviews from dissatisfied customers.

First, although it may seem obvious, respond to negative reviews. This is important. Consider that 60% of consumers admit to being turned off by negative reviews, but 30% are positive about a business that publicly responds to online reviews 8 . This can help mitigate the impact on your online reputation .

Another tip: respond quickly . Ideally in less than 72 hours. Imagine a tenant who is unhappy with the accommodation he visited with one of your real estate agents. If you don't respond quickly, he risks multiplying negative customer reviews . A first comment complaining about the accommodation could quickly turn into several criticizing the fact that you are ignoring his dissatisfaction.



negative customer review response to real estate

Example of a response to a negative customer review



Next, don't take things personally and take a step back . There are many reasons why a customer is unhappy and you don't have control over all of them. Don't try to justify yourself and apologize . Let's take the example of a consumer who blames you for not responding to him on a Sunday and for missing a sale because of you. Respond that you are sorry, that your opening hours, even if they are flexible, must allow your employees to rest but that you will do everything possible to find another buyer quickly.

Then, direct the customer to another complaint channel to get out of the public sphere. Offer to contact you directly on your email or call customer service.

Finally, don't panic . Keep in mind that a perfect score is suspect and that, according to an Opinion System study, 50% of respondents say they find reviews more credible when they are neutral or negative 9 .