When It Comes to Negative Reviews, Don’t React – Act!
Your mortgage business can provide 1,000 clients with exceptional service and you might never hear a word about it. But if just one of those clients was left feeling dissatisfied by your service, then you will hear it shouted from the rooftop.
Don’t stress yourself out about it, this is just the price of doing business. You can’t satisfy everyone all the time. The key is to know what to do when that unhappy customer starts dragging your name through the mud. What you do next will have an even bigger impact on your business’s reputation than what the unhappy individual is saying.
Think Before You Act
The last thing you want to have happen is for your business to get into a digital tussle with someone online. You might want to call the individual out and chastise them for spreading lies about your company, but this will never end positively.
Avoid responding immediately. Discuss the negative review internally and keep your emotions out of it. Ask yourself, is the bad review a personal attack or does the reviewer bring up a valid point?
Respond to the Review in Public
A lot of companies might choose to ignore the review or reach out to the unhappy party privately but doing so can do more damage than good. You want to respond to the negative review publicly, so others will see that you take a vested interest in your customers’ satisfaction. It shows how professional you are and how attentive you are to the wants and needs of your customers.
Empathize With the Reviewer of Your Mortgage Company
It can be tempting to respond in an angry or pacifying tone, but cooler heads always prevail. Instead, empathize with the reviewer and apologize for their lack of satisfaction. Then, offer the individual a solution or actionable item that might resolve the problem.
This last part is vital. If you don’t offer some sort of solution, then you’re wasting a valuable opportunity. When others see how you treat this angry customer, you will see an increase in new customers because they know you care about their satisfaction.
The Best Way to Respond to Positive Reviews
You shouldn’t only respond to negative reviews. After all, positive reviews are a form of automatic marketing. When someone takes the time to leave you a glowing review, respond by acknowledging their name, showing gratitude for their review, and offer them something of additional value.
Any mortgage company can choose to ignore good reviews, or post a static “thank you,” but by going the extra mile and making it a personal thank you and offering an added value, you will be setting your business far ahead of the competition.
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A mortgage company sometimes needs purchased leads to help round out its organic lead generation efforts. At RGR Marketing, we can provide you with verified, high quality and exclusive mortgage leads. Our lists are filled with prospects who are close to making a home buying or refinancing decision. We have over 20 years of experience connecting mortgage businesses with high-quality prospects. Give us a try today and see how quality leads can help improve your conversions.
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