Feedback is the core component of an agent’s reputation. Buyers will use and exchange feedback with one another to guide them towards trustworthy agents. With feedback being so vital to buyer experience, it is easy to understand why receiving negative feedback can feel devastating to an agent, especially the first time.
Read on to find out how to deal with negative feedback as a real estate agent:
- Act Professional
Negative feedback can feel like a personal attack but it is crucial to maintain composure when dealing with the issue. Getting upset or angry is perfectly normal, but you should remain calm and collected during any communication with your buyer. If you feel that your buyer is trying to provoke a certain reaction, take a step back and avoid giving an immediate response.
- Try to Resolve the Issue
Keep in mind that you may be required to cut your buyers some slack when doing business. It is impossible to win every battle, but sometimes it is best to resolve the situation quickly (even if it means a loss of profit) and move on. Contact your buyer and ask how you can help to resolve the situation. Sometimes you may need to bend the rules a little to accommodate your buyer’s request.
- Reply to Feedback
In the worst case scenario that you are unable to solve a negative feedback you received, the most you can do is to respond to the feedback. The manner of how you respond to the feedback will greatly reflect your character and reputation as an agent so ensure you make the effort to think properly before responding.
- Move On
Unresolved negative feedback can be annoying but it is not often that we can find solutions for it. The final step to dealing with negative feedback is to just move on. Most people will only leave negative feedback if something went wrong during the transaction. Don’t let bad buyers ruin the purchasing experience for you and all of the other genuine and interested individuals.
You should be careful when eliciting feedback from your buyers. It is against the rules for agents to require and demand that a buyer leave positive feedback in exchange for giving excellent service. You are, however, allowed to ask your buyers for feedback after settling a transaction so that you know how well you have performed. As long as you are honest and your listings are accurate, there is no reason why you shouldn’t receive positive feedback.
