Building Your Online Reputation: 3 Case Studies

Home | Press | ABoR Blog | Building Your Online Reputation: 3 Case Studies


Top producers share tips for managing your online presence.

This post was previously published in a September 2015 issue of REALTOR® Mag.

Get Endorsed

Name: Dawn Thomas
Company: Dreyfus Sotheby’s International Realty, San Francisco Bay Area

Thomas places a major emphasis on customer reviews—or “endorsements,” as she refers to them—allowing her customers to talk up her good work. When you search “Dawn Thomas real estate” on Google, it’s her client reviews that come up highest. One of the main drivers is her Yelp business page, which she uses to collect reviews. “I manage my reputation one client at a time,” Thomas says. “It’s a continual building of a foundation. I have 51 Yelp reviews, but that didn’t happen overnight.”


  • Set the stage for reviews. In her initial meeting with clients, Thomas tells her clients that her intent is that by the end of the transaction she wants her clients to be so happy with her performance that they’ll want to leave her an endorsement online to tell everyone they know about the great job she did. “I try to get them to buy into this immediately – that an endorsement is my intent,” Thomas says. She sends an e-mail post-closing asking for them to write a review on one of her profile pages at Yelp, Google+, LinkedIn, and so on.
  • Ask which reviews resonated. Reviews give Thomas greater insight into what is most important to new customers. She asks if they saw an endorsement about her online that prompted them to contact her. “That tells me what resonated most with them,” Thomas says. “Then, I know to hammer home on that piece.” That information also tells her what sites potential customers frequent. Customers are more apt to review you on a site where they already congregate, she says.

Commit as a Team

Name: Brian Copeland
Company: Village Real Estate Services, Nashville, Tenn.
There’s undeniable power behind a team, but teams face a risk of diluting their brand if they segment customer reviews and sales performance under different profile pages. That’s why many teams choose one central figure to serve as the face of the team. Brian Copeland, the Nashville and Beyond team leader, has the team’s business profiles and customer reviews all under his name. Still, his team – consisting of a listing specialist, buyer and investor specialists, and client care coordinator – work together to promote a positive online image through social media to find connections with those in the community. “Our goal is not to be the most reviewed agents. It’s more important to us to be the most relevant,” Copeland says.


  • Show that your doors are open. Copeland makes sure there are plenty of places for customers to review him and his team by completing profiles on Yelp, Google Places,®, and other professional and review sites. “Your picture should be there, your bio, and other photos should be uploaded,” he says. “If you see an avatar of a building—the Yelp default—or the Google ‘G’—Google’s default—that looks like a huge fail. It makes your business look closed when your profiles are incomplete.”
  • Give in order to get. Copeland urges his team to be active members in the review community online. He and his team members have earned a Yelp Elite badge, which is given to those who are active on Yelp in contributing well-written reviews. “In order to receive reviews, you must also give,” Copeland says. “We give positive reviews to other companies, especially those that are involved in our kind of business.” It’s even led to more real estate business. They left a review for a restaurant called “Batter’d & Fried” that he and his team eat at frequently. Recently, one of the waitresses there recognized them as the ones who posted a positive review online and asked them to sell her house.

Social Media Maven

Name: Megan Farrell
Company: Watson Realty Corp., Palm Coast, Fla.

For a new real estate agent, sales performance obviously can’t be the driver of your online reputation from the get-go. Even customer reviews have to be built over time. That’s why since starting in the business two years ago, Megan Farrell has made social media and forming relationships with prospects online her No. 1 reputation-building strategy. She may not have been in the business long, but she has found ways to connect. “My hope is that as people get to know me [through online channels], they’ll want to work with me,” she says. “This is a relationship business so I use social media to show myself as approachable and professional. Also, I want to keep people informed. The information is out there and they are going to find it one way or another. I want them to find it from me.”


  • Be authentic. Farrell has found videos to be a powerful way to connect online and ramp up her online reputation. For example, she’ll upload videos of her paddle boarding through the canals in Palm Harbor to show off the area. Or, she’ll have an education video with a home inspector talking about the importance of home inspections or a blog about how to boost your credit score. “Videos are powerful because people see me and they feel like they know me,” she says. “Then, when they meet me, they see I’m the same person.”
  • Find ways to get on others’ news feeds. Farrell will have photos taken of herself standing alongside her customers holding a “sold” sign that she’ll then post on social media channels, like Facebook and Instagram, on closing day. She’ll tag her customers on the photo. It’s a subtle way to get exposure in front of her clients’ social network. “They’re not going to keep you on their wall if they’re unhappy with you,” she says.

See more tips and case studies on REALTOR® Mag.


Please Log-in