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I’ve been doing some work on reputation management for agents online.  I was pleasantly surprised to see an article in SOLD magazine this month on this very topic.  Quite a few of my clients are amassing large numbers of negative reviews on sites like productreview.com.au and yelp.com.au and are not sure what to do about it.  It’s a really difficult question, because a large number of the reviews are from angry buyers and prospective tenants, both of whom aren’t actually customers of the agency.  Does an agent deserve a bad review if he/she gets a great price at an auction and some buyers walk away disappointed?  Probably not in most cases.

So how do you manage these reviews?  SOLD magazine suggests a proactive approach that involves actively responding to any complaints with accurate and timely information.  This seems to be solid advice for all internet related problems.  I’m excited to say that we’re working on a new product to help deal with some of these issues, but more on that later.