%20-%20reduit.png)
In the real estate sector, online reputation management is crucial. Responding to customer reviews is an essential practice for maintaining and improving that reputation. This article offers 31 examples of responding to reviews in the real estate sector, helping you to perfect your business and strengthen relationships with your customers. Those templates can be used for Google, TrustPilot, OpinionSystem, Immodvisor, and yelp review.
.png)
When you receive a positive review, thank the customer for their glowing comments. A warm, personalized response shows that you appreciate their feedback.
Example:
Thank you so much [Customer name] for your kind comment! We are delighted to hear that you enjoyed our service. It was a pleasure working with you and we hope to have the opportunity to collaborate again in the future.
Highlight your team's hard work. This shows that your success is the result of a collective effort and boosts the confidence of potential customers.
Example:
Thank you so much [Customer name] for this great review! Our team is constantly working to offer the best possible service and we are delighted to see that our dedication is paying off. Thank you for placing your trust in us!
Gently encourage other satisfied customers to share their positive experiences, increasing your positive visibility on review platforms.
Example:
Thank you for your fantastic review, [Customer name]! Your satisfaction is our top priority. If you know of anyone who would need our services, please don't hesitate to share your experience with them.
- Personalised handling of customer requests
- Rigorous and professional follow-up
- Consistent quality of service
It's important to acknowledge the problem raised by the customer. It shows that you're considering their concerns and are willing to address them.
Example:
We deeply regret the inconvenience you have experienced, [Customer name]. Your feedback is invaluable and helps us to improve. Please be assured that we will be looking closely into this issue to prevent it from happening again.
We are very sorry for the inconvenience you have experienced, [Customer name].
Offering a solution or proposing follow-up to rectify the situation can help restore the disgruntled customer's confidence.
Example:
Thank you for taking the time to give us your feedback, [Customer name]. We are very sorry that you were not satisfied. Could you please contact us directly so that we can better understand what happened and rectify the situation?
To resolve certain delicate conflicts, it might be useful to invite the customer to discuss the matter in greater detail in private.
Example:
We are sincerely sorry to hear about your bad experience, [Customer name]. To better understand and resolve your issue, could you please send us a private message with more details? We want to make sure this is resolved as soon as possible.
Use the neutral review as an opportunity to ask for suggestions for improvement.
Example:
Thank you for your feedback, [Customer name]. We appreciate your honesty and are always looking for ways to improve our service. Please don't hesitate to tell us what could make your next experience even better!
Show that you value balance in the feedback received by acknowledging both the positive and negative points raised.
Example:
Thank you for sharing your experience with us, [Customer name]. We are pleased that you appreciated certain aspects of our service and are taking note of the points raised to improve. Your feedback is very valuable to us.
Inform the customer of the actions taken as a result of their feedback to demonstrate your commitment to providing a better service.
Example:
Thank you for your detailed feedback, [Customer name]. We have taken your comments into account and have already begun to implement corrective measures. We look forward to exceeding your expectations on your next visit.
Prompt and professional responses to reviews can greatly influence how current and potential customers perceive your company.
Example:
Hello [Customer name], thank you for leaving a review. Our teams do their utmost to respond promptly and thoroughly to each of your feedbacks.
Avoid generic responses. Personalize each message to show customers that their opinion really matters.
Example:
Hello [Customer name], thank you very much for your specific feedback. We value your feedback and ensure that it is fully taken into account in our ongoing improvements.
Example:
Hello [Name of customer], thank you very much for your specific feedback.
Even in the face of harsh criticism, ensuring a positive and constructive tone is crucial to preserving and eventually transforming a negative customer relationship into a loyalty-building opportunity.
Example:
[Customer name], we're sorry your experience didn't live up to your expectations. Thank you for your feedback, we will review it carefully to improve.
Include calls to action in your responses to encourage more feedback or to entice people to try your services again.
Example:
Thank you for your feedback, [Customer name]. Consider giving us a second chance to offer you an unrivalled experience. Contact us to arrange a new meeting.
1. Home Purchase
Client Review: "We found our dream home thanks to this agency. Impeccable service from start to finish."
Response: "Thank you so much for your positive feedback! We are thrilled to have helped you find your dream home. Wishing you lots of happiness in your new home."
2. Property Sale
Client Review: "The agency sold our house in record time. Very professional and efficient."
Response: "Thank you for your kind words. We are pleased to have sold your house quickly and efficiently. We are here for any future collaborations."
3. Apartment Rental
Client Review: "Excellent service for finding a rental apartment. Very responsive and professional."
Response: "Thank you for your review! We are delighted to have helped you find a rental apartment that meets your expectations. Feel free to contact us for any other needs."
4. Property Management
Client Review: "My properties are in good hands with this agency. Very satisfied with the service."
Response: "Thank you for your trust. We are happy to manage your properties and provide satisfactory service. See you soon."
5. Real Estate Investment Advice
Client Review: "Valuable advice for my real estate investment. An expert and attentive team."
Response: "Thank you very much for your feedback. We are glad to have provided useful advice for your real estate investment. See you soon for new projects."
6. Home Purchase
Client Review: "The house had issues that were not disclosed during the purchase."
Response: "We are sorry for this situation. We take your comments very seriously and will investigate immediately to understand what happened. We will contact you shortly to find a solution."
7. Property Sale
Client Review: "Selling my house took far too long."
Response: "We apologize for the delay. The market situation can sometimes cause unforeseen delays. We will review your file and contact you to discuss the next possible steps."
8. Apartment Rental
Client Review: "The apartment I rented was in poor condition."
Response: "We regret that the condition of the apartment did not meet your expectations. We will immediately inform the landlord and work to resolve this issue as soon as possible."
9. Property Management
Client Review: "Rents are not collected regularly, and communication is poor."
Response: "We apologize for these inconveniences. We will strengthen our follow-up and communication. One of our managers will contact you shortly to review your file."
10. Real Estate Investment Advice
Client Review: "The advice received was not suitable for my situation."
Response: "We are sorry that our advice did not meet your expectations. We would be happy to discuss your needs in more detail to offer better solutions. Can we schedule an appointment to talk about it?"
11. Customer Service
Positive Review: "The customer service is really responsive and friendly."
Response: "Thank you very much for your positive feedback! We always strive to provide the best service possible and are glad you felt it. See you soon."
12. Customer Service
Negative Review: "Customer service is hard to reach and unresponsive."
Response: "We are sorry to hear this. We will immediately review our organization to improve our responsiveness. A member of our team will contact you shortly."
13. Property Showings
Positive Review: "The showings were well-organized, and the agents were very professional."
Response: "Thank you for your positive comment! We are glad our showings met your expectations. Feel free to reach out to us for any other needs."
14. Property Showings
Negative Review: "The showings were poorly organized and often canceled at the last minute."
Response: "We apologize for these inconveniences. We will take steps to improve the organization of our showings. One of our agents will contact you to schedule new showings."
15. Website
Positive Review: "The website is very intuitive and easy to use."
Response: "Thank you for your positive feedback on our website! We are glad you find it intuitive. We will continue to improve it to offer you the best experience possible."
16. Website
Negative Review: "The website is slow and difficult to navigate."
Response: "We apologize for the issues encountered on our website. We are currently working on improving it. Thank you for your patience and understanding."
17. Documentation and Formalities
Positive Review: "The documents were clear and the formalities easy to handle."
Response: "Thank you very much for your feedback! We do our best to simplify administrative procedures. At your service for any other request."
18. Documentation and Formalities
Negative Review: "The formalities were complicated and the documents unclear."
Response: "We are sorry for the confusion. We will review our documents and procedures to make them clearer and more accessible. Thank you for your comments."
19. Home Purchase
Positive Review: "The follow-up after the purchase was excellent. They are always available to answer my questions."
Response: "Thank you so much for your feedback! We believe that service does not stop at the sale. We are always here to help you."
20. Home Purchase
Negative Review: "Once the sale was concluded, there was no follow-up."
Response: "We apologize for this experience. Follow-up after the sale is important to us. We will make sure to correct this, and one of our agents will contact you shortly."
21. Property Sale
Positive Review: "The follow-up during and after the sale was impeccable."
Response: "Thank you very much for your positive feedback! We strive to provide comprehensive follow-up to ensure your satisfaction."
22. Property Sale
Negative Review: "There was no follow-up after the sale."
Response: "We are sorry to hear this. We will review our follow-up procedures to improve this service. One of our agents will contact you to discuss your concerns."
23. Apartment Rental
Positive Review: "The follow-up during the rental is excellent. Always available to resolve issues."
Response: "Thank you for your positive comment! We are happy to assist you throughout your rental. At your service for any other request."
24. Apartment Rental
Negative Review: "There is no follow-up during the rental. Issues remain unresolved."
Response: "We apologize for this situation. We will immediately strengthen our follow-up and resolve the reported issues. Thank you for your patience."
25. Real Estate Appraisal
Positive Review: "The appraisal of my house was accurate and fast."
Response: "Thank you for your positive feedback! We are pleased to have provided a quick and accurate appraisal. Feel free to contact us for any other request."
26. Real Estate Appraisal
Negative Review: "The appraisal of my house was too low."
Response: "We are sorry that the appraisal did not meet your expectations. We can organize a more thorough evaluation to better meet your needs."
27. Real Estate Photography
Positive Review: "The photos of our house were beautiful and certainly helped sell it quickly."
Response: "Thank you for your feedback! We know that beautiful photos are essential for selling a house. Glad it was useful for you."
28. Real Estate Photography
Negative Review: "The photos of our house did not do it justice."
Response: "We are sorry that the photos did not meet your expectations. We will arrange another photo session with a different photographer."
29. Communication and Advertising
Positive Review: "The communication and advertising around our property were excellent."
Response: "Thank you very much for your positive review! We always strive to promote our clients' properties effectively."
30. Communication and Advertising
Negative Review: "The advertising for our property was insufficient."
Response: "We apologize that the advertising did not meet your expectations. We will review our strategy and intensify our efforts to better promote your property."
31. Overall Service
Positive Review: "A very satisfying overall experience with this agency. Highly recommend."
Response: "Thank you very much for your recommendation and positive feedback! We are delighted to have provided a satisfying experience. We hope to see you again soon."
Negative Review: "A generally disappointing experience with this agency."
Response: "We are sorry that your experience did not meet your expectations. We take your feedback very seriously and will do everything to improve our services. One of our managers will contact you to discuss your concerns."
.png)
