The hardest part of responding to your reviews is when a negative review appears and it indicates you sold their house well under what they wanted.
When you started they wanted $1m for their house, yet it was run down, didn’t have a roof and the only bathroom didn’t have a toilet. This example I hope has never happened to anyone, but you get the idea.
Not everyone knows the finer details of the sale though and so it is easy to get annoyed and respond harshly.
The first step is to stay calm and be polite. If you feel yourself getting angry then leave the comment for 24 hours and return tomorrow.
In your response, it’s okay to mention differences, relevant policies or inaccuracies only in a calm in a polite manner though.
If you’re worried about your tone, have a colleague or family member read your response.