The Dreaded BAD Agent Review

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The Dreaded BAD
Agent Review

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Dan Ranck
(717) 271-2400
NMLS # 140989
Dan.Ranck@
HomesaleMortgage.com
James Ream
(717) 286-9703
NMLS # 1598468
James.Ream@
HomesaleMortgage.com

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Sarah Tompos
(717) 587-7666
stompos@homesale.com
Sheri Kelly
(717) 669-2065
skelly@homesale.com

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National Pi Day
Celebration
Monday, March 14th
11:30 AM – 1:00 PM
RSVP to Marion by Friday, March 11th
• Attending?
• Bringing a pie? (not required)

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James White
(717) 575-4014
JamesWhite@Homesale.com

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• Gift Cards – I don’t need any. Neither do any of our
managers or leadership team
• Wire Fraud – Stay vigilant in your transactions
• Fraudulent Offers – Be wary of out-of-town agents
submitting offers on your listings and wanting to extend key
dates in the contract
o Circle Real Estate Team or Offers@circle.realestate

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Mark McManus
Senior Sales Executive

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MooveGuru
Helping you stay connected
long after the sale
BUILD LONG TERM CONNECTIONS, CLOSE MORE REPEAT
CLIENTS
Before During And Long After
connections that last from one move to the next

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Keeping You
Informed
EMAIL ON
CLIENT
ACTIVATION
SEE EVERYTHING ON
YOURAGENT DASHBOARD
ON DEMAND ANYTIME
THROUGH HELPDESK
*don’t forget to mark movers@mooveguru.com
as a “safe sender”

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Mover Concierge
Agent Branded Utility and Home Services Set Up
Internet
Moving Trucks
Home Security
Insurance
Electric
Phone
Gas
Television
Water

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8-10
Emails
Your clients will receive 8-10
email offers brandedto you
100 Days
Before the move,during,
and after
Mover Engage

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National Brands provide discounts to your customers Keeping
your customer engaged before, during and after their move.
Our
Partners

Staying connected w ith
past clients can be hard.
MooveGuru makes it easy.
93% of consumers
say they will use
their real estate
agent again.
In reality, less than
13% actually do.
C O N V E R T M O R E
R E P EAT B U S I N E S
S
100
80
60
40
20
0
1st Time Repeat
Customers Customers

Customer For
Life
Local and national
brand offers based
on where they live
Emails are sent once
per quarter.
Branded to agents
helping them to stay
top of mind.
Nurture Your Past Clients & Stay Top of Mind
With Your Entire Sphere of Influence.
Fill the gaps & maintain your open rates with your other marketing
efforts. Your clients get money saving email offers, brandedto you
to help you stay top of mind.

SET IT UP, LET IT RUN, AND YOU’RE
DONE.
DATA
Your brokerage’s transaction
data and closing date
triggers everything.
Just 3 Fields
All we need is client name,
phone, and email address.
We take care of the rest.
Email Marketing Done For You
Client emails are sent from Day
1 until they either opt out or
move again.
EASY
It’s that easy. If your client
information is complete, we
handle everything else.
YOU ENTERC LIENT IN FO & WE D O EV ERYTHIN GELS
E.

See Past Clients
Access to every past client
who’s been enrolled
Track Emails
See each email that clients
have received
View Activity
Track your clients’ activity
over time.
Your Agent Dashboard
Update your social links, headshot, and contact information to
optimize your client emails

GREAT FOR AGENTS &
AWESOME FOR
CLIENTS

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Inflation surges 7.5% on an annual basis,
even more than expected and highest
since 1982
February 10, 2022

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U.S. Inflation Charges Higher With
Larger-Than-Forecast Gain
February 10, 2022

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Inflation Hits 40-Year High,
Pushing Stocks Lower
February 10, 2022

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“This inflation thing is
really a concern to me
right now. I think I’ll
wait until it calms
down a bit.”

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7.1%
5.6%
3.0%
2.6%
1.8%
1.4%
6.8%
9.9%
5.5%
4.0%
2.3%
4.9%
9.2%
18.0%
1970s 1980s 1990s 2000s 2010s 2020 2021
Source: NAR, Corelogic, Consumer Price Index
Home Price Appreciation vs. Consumer Price
Increases Over the Decades
Inflation Rate Home Price Appreciation
Real Estate is a GREAT
hedge against inflation

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14%
12%
10%
8%
6%
4%
2%
0%
-2%
-4%
Source: iProperty Management and U.S. Inflation Calculator
Core Inflation Rate
Rental Price Appreciation
Rental Price Appreciation and Core Inflation
Rate from 1973-2020
Rental rates usually
outpace inflation

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62.5%
43.3%
23.7%
Source: Home Price Expectation Survey
Optimists All Panelists Pessimists
Cumulative House Appreciation by 2026
As forecasted in Quarter 4, 2021
Sale Price (today)
$260,000
Sale Price (5 years)
$372,580
Equity Position
$112,580

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“I can’t
believe how
much rates
have gone up.
I think I’ll wait
until they
come down a
bit before I
buy.”

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8.86%
12.70%
8.12%
6.27%
4.09%
Source: Freddie Mac
Current Mortgage Rates Compared to the Last
Five Decades
current rate as of
February 24, 2022
3.89%
1970s 1980s 1990s 2000s 2010s

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“This foreclosure
situation is terrible.
The pandemic
really caused a lot
of people to lose
their homes.”

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279,040 277,520
129,000
29,160
2017 2018 2019 2020 2021
(through Q3)
Source: New York Fed
290,260 (average 2017-2019)
Short
161,260
Foreclosures Short
261,100
Foreclosures
Number of Consumers with New Foreclosures
Over the Last Five Years
314,220

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The Dreaded
Agent Review
BAD

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Jay Thompson
• Owned boutique brokerage in
the Southwest United States
• Worked for Zillow as their
Director of Industry Outreach for
6 years
• Inman News guest columnist

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Let’s Put Things
Into Perspective
Most consumers find the agent they work
with through referrals or a previous
experience*
BUYERS: 50%
SELLERS: 68%
SOURCE: 2021 NAR Profile of Home Buyers and Sellers

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The Basics
• Don’t be defensive
 Understand the problem and what
it will take to fix
 Don’t blame others

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The Basics
• Own it
 If the reviewer made a
mistake, help them understand
without belittling them

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The Basics
• Be empathetic
 Remember – the home buying
and selling process is
emotional

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The Basics
• Don’t take it personally
 It’s usually a transactional
issue not a personal one

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The Basics
• Be professional
 Others are watching how you
react in times of stress

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Getting Rid of a Bad Review
• Most sites won’t delete a bad review regardless of the
authenticity of the reviewer
• Spend your time addressing it

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Making a Public Response
• Think before you type – the internet never forgets
o Includes refraining from responding after two glasses
of your favorite adult beverage
• Respond to every negative review – it’s an additional
opportunity for you to exhibit your professionalism
• Don’t get into a back and forth – one response is adequate

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The Anonymous BAD Review
“We cannot connect this review with any
individual. Please reach out to us at (717) 587-
6600 or tblefko@homesale.com as we would
like to address your concerns directly.”
This shows you are willing to take ownership
and correct issues

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The ‘Blamed for Something Out of
Your Control’ BAD Review
• We’re the face of the transaction and an
easy target
• Educate
don’t
Eviscerate

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The ‘Fake’ BAD Review
• Most platforms won’t delete the post
• “We cannot connect this review with any
individual. Please reach out to us at (717)
587-6600 or tblefko@homesale.com as we
would like to address your concerns directly.”

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Actual Reviews and Responses:

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• You know what’s wrong with this
response? There is no response!
• To many consumers, no response
makes it either appear like this
happens regularly or that you just
don’t care what people say about
your business.

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As you can see from all our positive reviews, we take pride in doing our
job well. We’ve researched what was presented in this review and cannot
find any connection to an actual client. Would love for the reviewer to
reach out to us directly, or respond to the review, so we can address any
issues they may have had.
Actual Responses:
Looks like my profile has been hacked.
This story is obviously fake and have
never heard or met this person.
This review is complete bullshit.

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Response from XXXXXXXXXXXX
Luci I’m so sorry for this misunderstanding.
Everything you’ve said is accurate. It happened.
Unfortunately I was caught off guard and
mistook you for a solicitor who had called me
repetitively from the same area code. The fault
is all mine and it’s a hard lesson learned.
XXXXXXXXXX is a very welcoming community
and I’m sorry to have made a terrible first
impression on behalf of all of us in our
community.

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Thank you for your feedback. Our team has a long
history of success and a very high bar for excellence
as evident by the 85+ glowing reviews that we’ve
received and the numerous deals that we’ve
successfully completed with our many happy clients.
I would not and could not be in the top 1% of all real
estate brokers in the state of XXXXXXXXXX otherwise.
I’m very sorry that your experience was less than our
normal standard and I want you to know that we’ll
use your feedback as a teaching opportunity for our
entire team. I’m glad to hear that you’ve found such
a great home and wish you and your family many
years of joy and happiness in it.

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Thank you so much for the review. We pride
ourselves in the network of professionals we’ve
chosen to partner with (after years of vetting). I’m so
glad you found their services, and ours, so
wonderful. And thank you for the feedback regarding
our communication. Unlike most agents, we perform
a lot of proactive communication with our clients
and, sometimes, phone calls can become a bit
overwhelming; especially with the amount of
detailed information we like to share. That said, I
understand your comment and we’ll strive to ensure
the preferred method of communication is used for
each of our client’s. Thank you for trusting us with
the sale of your home.

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Be so good at what you
do that no one will
believe the negative
things said about you

Presenter Contact Info
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Tom Blefko
Associate Broker
REALTOR®
Director of Operations
North Pointe Office
Berkshire Hathaway HomeServices Homesale Realty
Office: (717) 560-9100
Cell: (717) 587-6600
Email: tblefko@homesale.com

The Dreaded BAD Agent Review

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