It all starts with a negative online review. Sitting back and not engaging just isn’t an option. But how an agent responds will likely be more important than the negative review on its own. A public response is the opportunity for an agent to show who they really are, and how they address concerns.
Surveys have shown that a positive response to a negative review can be more valuable than a positive review from the start. Jay Thompson, past Director of Industry Relations and Social Media for Zillow Group joins us to discuss on-line reputation management, and the larger issue of on-line engagement. Apologies for the audio in spots here, it was challenging recording on Jay's end coming out of Spain, but his thoughts are so really important so please give it a listen.