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Google reviews for an estate agency: asking, replying, looking after your listing

Selling, renting or buying a home is a heavy moment, and reviews about an agency are about availability, communication and trust. Public replies must stay discreet: a file, an address or a price is personal information.

Situations that come up

  • The lack of reply or follow-up

    This is the most frequent complaint: a client who heard nothing. Apologise without hiding behind your workload, and offer to get back in touch by phone or message.

  • The valuation judged too low or too high

    Don’t justify a price in public and don’t mention any address. Simply say you are available to go through the valuation method again with the owner.

  • The viewing that went badly

    Missed appointment, a property quite different from the ad. Acknowledge the gap without blaming the owner or the visitor, and invite a private exchange.

  • The thank-you review after a sale or a rental

    Stay sober: a thank-you, a word about trust. Don’t mention the property, the price or the parties.

Three reply templates to adapt

Fill in the fields (optional)

An empty field stays in square brackets in the text: fill it in before publishing. Read it over and change a few words, a reply that looks written for this person beats a copy-paste.

  • Lack of follow-up

    The client complains about hearing nothing.

    Hello [first name], thank you for your feedback. We are sorry for the lack of follow-up you describe, [problem], and we are reviewing our organisation with the team. Could you write to us at [contact] so we can get back in touch with you? [business name].

  • Disputed valuation

    The client disagrees with a valuation.

    Hello [first name], thank you for taking the time to write to us. We understand your reaction, in particular [problem]. Out of discretion we do not go into a file here, but we are available to talk about it: [contact]. [business name].

  • Thank-you

    Positive review.

    Thank you [first name] for your message! Knowing that [specific point] satisfied you touches us. The whole [business name] team thanks you for your trust.

Other cases (fake, unfair, no comment reviews): the twelve general templates.

Where to put your review QR code

  • At the handing over of keys or the signing of the deed, when the process ends well.
  • In the email closing the file, with the direct link to your listing.
  • At the agency reception, on a small stand, for visitors and owners passing by.

The direct link, the QR code and an A4 poster with your name are made here: Google review link and QR code (free, no account). The same QR code for all your customers, with no sorting.

To check on your Google listing

  • The agency’s hours, the viewing days and a number that gets answered.
  • The neighbourhoods and towns you really work in.
  • Photos of the agency and the team, with their agreement.

To go through the rest: the 17-point listing check-up. A complete listing doesn't guarantee a better ranking, it mostly keeps you from losing a customer over wrong info.

To avoid

  • Naming an address, a sale price or the parties in your reply.
  • Contradicting a client by publishing elements of their file.
  • Asking only clients whose sale went well: Google forbids sorting.

Google's rules change: read its official help from time to time. More details: getting more Google reviews, honestly. These tips are practical, they don't replace legal advice.

A review to deal with now?

With a free SwimUp account, you paste the review and get a tailored reply draft (3 per day). Always read it over before publishing. No bank card. SwimUp also offers paid services around Google reviews, shown on the home page.

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