The Best Way to Deal With a Bad Review
“You deal with a bad review two ways: respond with responsibility—and stack up great reviews.”
- Dan Rochon
Episode Summary
If you’re in real estate long enough, you’ll eventually get a bad review. It’s part of the business. The question isn’t if you’ll get one—it’s how you’ll handle it.
As a real estate coach and agent, I’ve learned the hard way. In 2020, I received a scathing Zillow review from a client who felt neglected and frustrated. They called me “pathetic,” said I “never returned calls,” and warned others to “stay away.”
Here’s the truth: the review wasn’t just about their experience—it was about my communication. And that’s where I dropped the ball.
Instead of ignoring it or firing back, I chose two strategies:
Appropriately Respond and Take Responsibility
I didn’t reject their perception. I acknowledged it. I explained the facts (two offers during a tough market), admitted where I fell short (poor communication and failure to explain how my team worked), and took full responsibility for their poor opinion of me.That’s the power of ownership. When you accept responsibility instead of running from it, you show integrity—and clients notice.
Outweigh the Negative with Positives
At the time, I had about a 50-to-1 ratio of good reviews versus bad ones. When future clients saw one negative but fifty positive reviews plus my thoughtful response, they discounted the complaint.One bad review doesn’t kill your reputation. But silence—or defensiveness—can.
The Lesson for Real Estate Agents
Bad reviews happen. What matters is how you position yourself after.
Communicate clearly from the start.
Respond to complaints with humility and responsibility.
Build a foundation of positive reviews so one negative doesn’t define you.
In my CPI Certification, we train agents on how to handle situations exactly like this. Because at the end of the day, you can’t avoid every negative opinion—but you can outweigh it and turn it into a moment of trust-building.
