Episode 308: Effectively Handling Negative Reviews

Episode Timeline

Episode 308: Effectively Handling Negative Reviews

On the 308th episode of Mail Right Show, Jonathan Denwood and Robert Newman discuss the best tactics for responding to online reviews. Robert Newman is the founder and CEO of Inbound REM, an inbound marketing agency, and a 14-year real estate SEO sector veteran. On the other hand, Jonathan Denwood is the founder and CEO of Mail Right, a platform that combines a range of digital tools into a streamlined, user-friendly package. The episode discusses how to deal with negativity on social media.


What if something terrible happens within your business?

Reputation management and ways to protect your reputation, mainly when something goes wrong or is about to go wrong. Jonathan points out that expertise does not indicate a person’s level of focus and commitment. Real estate agents relate to the fact that being a service provider entails relying on other service providers; servicing your client is the second reason each person brings an element to the relationships that could go wrong.

How to respond to negativity on social media?

Making things possible requires having a person with an unbiased perspective respond to client concerns and complaints. Robert explains that some clients come from an emotional place and that something false triggers their mood. Acknowledging their emotions and complaint in and of itself demonstrates professionalism. Sometimes, people commit a mistake, but you need to accept the fact of admitting your mistakes. Real Estate Agents always want to provide quality services, especially to close a good deal. Sometimes we cannot control people’s perspectives. Individuals submit critical comments and ratings on social media when they believe they are not being heard. They believe their complaint is being ignored or is being brushed aside. They are either attempting to warn their pals or are aware that lashing out in a public internet arena would garner the attention of a brand.

Although your business is a part of you, it’s always advisable to put yourself in the shoes of the person who had a bad experience with your product or service when responding to a negative review. Don’t take it personally or aggravate the situation by aggressively defending yourself or your company. Avoid making excuses for why anything happened to the irritated consumer. They might be correct, but your buyer doesn’t seem to mind. It will just appear like you are attempting to blame them rather than the company.

Even if you disagree, the rule is that “the customer is always right,” and your response should reflect that. Any engagement with them will only fuel their trolling and post even more negative comments and reviews only on our site. Any engagement with them will only fuel their trolling and have them posting even more negative comments and reviews on your site. You could need verification, account information, or details about their experience that should not be shared publicly. Tell the customer to message you privately with their contact information to exchange details and resolve their issues. Communication is essential. Let the client feel that you addressed them and not show them that you reject or ignore them.