How to respond to a mixed 3-star review for real estate agents
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to real estate agents
Never disclose deal terms, prices or the other party's details. Keep replies about your process, not the transaction.
- Common complaints
- slow replies, pressure to accept an offer, fees that weren't explained
- Common praise
- clear communication, negotiating a good price, making the process easy
Example reply
Clear communication was great, but slow replies really took away from it.
Thank you for the honest feedback. We're glad clear communication stood out, and we're sorry slow replies let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your real estate agency name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep