We aim to give Costa del Sol property buyers and sellers a five-star service, and respecting their privacy is part of that service. That is why we choose not to ask our clients for Google reviews.
Sometimes privacy matters more than another five stars
From time to time, people ask us why we don't ask our clients to leave Google reviews.
Reviews can help people form an initial impression of a business, and a collection of five-star ratings can provide useful reassurance.
We have simply chosen not to ask for them, and the main reason is respect for privacy.
When somebody leaves a public review for an estate agent, they may be revealing more than whether they were satisfied with the service. They may also be announcing that they have bought or sold a property, moved home or made a significant financial decision. Not everybody wants that information on an open website under their own name, where it may remain searchable for years.
Of course, a client can decline. But asking can still place them in an awkward position. Somebody who is pleased with the way we have helped them may feel obliged to do us a favour, even if they would prefer to keep their property business private.
The marketing benefit would belong to us. The lasting public record would belong to them. That has never felt like a particularly fair exchange.
Privacy is a personal choice
Buying and selling a property is not a secretive process, but how much somebody chooses to share should be entirely up to them. I prefer to keep my own property ownership and financial affairs private, and I believe we should treat other people’s privacy with the same care we would want for our own.
It is also why we would not take clients to view properties in a car covered with our name and logo, or arrive outside somebody’s home in a vehicle announcing to the neighbours that an estate agent has come to see them. Our preference has always been to fly under the radar. We are there to help with the transaction, not to make ourselves the most visible part of it.
Reviews are one indicator
This does not mean that Google reviews are worthless. They can be useful, but I do not believe they should take the place of personal judgement.
When choosing an estate agent, I would place far more importance on speaking to the person. Do they listen? Do they answer questions directly? Are they prepared to say that a particular property may not be right for you? Do you feel under pressure? Do you trust their advice? A star rating cannot answer those questions.
My own reviewing habits also remind me that reviews give only part of the picture. I generally ignore requests, and occasionally write something when an experience has been exceptionally bad or unexpectedly good. The majority of perfectly satisfactory experiences usually receive nothing.
I would rather rely on my judgement after speaking to somebody, or on a recommendation from a person I know and trust. For me, a personal recommendation carries more weight, and I can also ask questions about what actually happened.
A deliberate choice
We understand why businesses ask for reviews and why buyers and sellers look at them. We have simply never felt comfortable asking clients to make their property business public for the benefit of our marketing. Repeat business, private recommendations and somebody feeling comfortable coming back to talk to us carry more meaning for us than accumulating public ratings.
Our aim is always to provide both buyers and sellers with a five-star service. We will do the best we can to make sure they are properly looked after, keeping their privacy in mind at every stage.
For us, respecting that privacy is part of the service.
If you are buying or selling property on the Costa del Sol and would like to talk about the process or have any queries, please call us on (0034) 952 90 52 00, WhatsApp us, or email info@michael-moon.com. We look forward to hearing from you.
