Reputation

How to respond when a seller says 'I heard about you from someone who had a bad experience'

When a seller tells you he or she heard about a bad experience from someone else, acknowledge the comment calmly without becoming defensive. This is an opportunity to directly address his or her concerns and differentiate yourself.

October 29, 2026 · 3 min read

Acknowledge without defensiveness

The moment a seller brings up a negative comment he or she heard about you, your immediate reaction might be defensive. Take a breath. Acknowledge what he or she said calmly. You might say, "I appreciate you bringing that up, and I am sorry to hear that was his or her experience."

This approach disarms the situation and shows you are willing to listen. It turns a potential confrontation into an open conversation about his or her concerns.

Ask for specific details

If appropriate, ask for more details. "Would you be comfortable sharing what specifically he or she said happened?" or "Could you tell me a little more about what you heard?"

This helps you understand the specific accusation or misunderstanding. It also buys you time to formulate a thoughtful, honest response, rather than guessing at the issue. Avoid pressing him or her too hard if he or she is reluctant to share more, however.

Explain your process and values

Regardless of the specifics, take this opportunity to explain how you operate. Describe your clear, transparent process for buying houses as-is. Emphasize your commitment to fairness and solving seller problems.

You could say, "My goal is always to make this process as straightforward and fair as possible. Here is how I typically work..." This allows you to differentiate your actual practices from any negative rumors or past experiences.

Focus on the present interaction

After addressing the past comment and explaining your process, bring the conversation back to the current interaction. "What I can promise you is that I will be completely transparent with you throughout our discussions. Let's talk about your specific situation here."

His or her experience with you on this call is what will truly shape his or her opinion, not just what he or she heard. Make it a positive, respectful interaction that stands in contrast to any negative story.

Offer to make things right (hypothetically)

If the situation sounds like a misunderstanding or a genuine failure on your part, you can offer a hypothetical solution without admitting guilt. You might say, "In any situation where a seller feels unsatisfied, I always aim to understand what went wrong and make it right within reason. I would want to do the same for you if that were your experience."

This demonstrates accountability and a problem-solving mindset, which are crucial for building trust. It shows you value your reputation and care about how sellers perceive you.

Rebuild trust through transparency

Ultimately, rebuilding trust comes down to consistent, honest communication. Be upfront about everything, from your offer calculation to the closing process. If you receive your leads from Speed to Seller, you can explain that you are reaching out to homeowners who have indicated they are open to selling.

Your actions and transparency throughout the current interaction will speak louder than any past negative comments. If you follow through on your promises and communicate clearly, you can turn a skeptical seller into a satisfied one, and perhaps even earn a positive referral. This is not legal, tax, or financial advice. Always act according to local regulations and best practices.

Questions people ask

Should I apologize for something I didn't do?

You do not need to apologize for something you did not do, but you can express regret that he or she had a negative experience. Focus on your current commitment to a fair and transparent process.

What if they won't give details?

If the seller is reluctant to give details, do not push. Simply state that you understand, then pivot to explaining your process and values, emphasizing transparency and fairness in your current interaction with him or her.

Can I turn this into a positive?

Yes, it is an opportunity to directly address concerns and showcase your integrity. By calmly listening and offering a clear, honest process, you can differentiate yourself and build trust, potentially turning a skeptic into a satisfied seller.