Third: Respond to — but don’t hide — those bad reviews
No one likes to receive a bad review, especially after spending hours working for the individual that just threw a dagger at your heart. Take solace in knowing that all service professionals are likely to receive a negative review at one point or another.
The best option in such a scenario is to post a thoughtful response, without disclosing any borrower-specific information. This allows your high-road professionalism to shine through.
It also awards you the opportunity to potentially shift the perspective of new customers by shedding clarifying light on the situation. It might be that the customer was upset about something outside of yours or your company’s control. Without your input, the reader of the negative review is left to wonder.
The formula works
Customer reviews are a source of pride when your hard work is reflected online. Mortgage Educators, at the time of this writing, has precisely 6,295 reviews on TrustPilot, with a 4.9 out of 5-star rating. Yes, we’re pleased with that number, but I still read every negative review and believe me, even though I would love to make them disappear, they’re all there.
Our company’s answers for negative reviews are the same answers I’ve shared with you; we strive to maximize the opportunity for positive reviews each day, and we address all negative reviews in a professional and insightful manner.
Considering the CFPB’s stance on consumer complaints and reviews since its inception, it comes as no surprise that the bureau is interested in protecting the integrity of each consumer complaint.
Several mortgage companies have discovered through audits that the audit regulators want to know how companies respond to complaints. If you have not done so recently, we highly recommend performing searches online to find any reviews that you may be unaware of. We also recommend performing searches for individual MLOs, and their personal reviews, in order to respond to all reviews that are affiliated with your company. We encourage you to make this a regular practice.
Use negative reviews to build a better, stronger company that your borrowers can trust.