No matter how well a business is managed, it is possible to receive negative reviews at some point in time. Possible causes may include a team member encountering a difficult customer, a poor quality product being distributed, or even the failure of well-practiced processes (yes, it can happen). So, what should one do when one’s Facebook ad or page gets hit with a negative review? To ignore, or not to ignore, that is the question. Check out some of the best practices that can be used while tackling negative reviews on one’s Facebook pages:
Take Time to Deal with Genuine Critical Reviews
Dealing with unhappy customers is part and parcel of running a business. When you get negative reviews from disgruntled customers, you do not just sweep them under the rug and ignore that it ever happened because not only does it breaks customer trust but they may vent their disgruntlement somewhere else.
For starters, you need to make sure that the negative review is coming from a real person and that he or she is your customer. Once that is confirmed, you can proceed to address the underlying issues and handle them as gracefully as possible. You need to find out where did the break in process occur and what is upsetting the customer.
They might feel that they were overcharged, unhappy that certain amenities were not as advertised, frustrated that a service took too long to process, and more. If the review is constructive, you do not need to mind that it came across as critical. Simply acknowledge the customer’s point of view, get to the bottom of the situation, and find a reasonable compromise that can earn back your customer’s support and loyalty.
(Breathe deep and stay calm) Take this opportunity to show your followers and customers that you are in business for more than just sales. You want to show them that you actually care about your customers and ensuring their unique experience.
Never Take Fake Reviews Personally
Only deal with the genuine ones? You mean that I may get fake reviews? What am I going to do!? You see, Internet trolls do not just spend all their time hanging out on Twitter. So yes, you are going to have to deal with fake reviews from time to time. For instance, you may get one star reviews from random people who are not your customers.
If you receive reviews that are plain vitriol and have nothing to do with your services or products, you should remember that they are breaking Facebook’s Community Standards. In this case, report them to prevent these types of spam from hurting your business even further. Follow these simple steps:
- Go to Review
- Click on the Menu Arrow located in the top right hand corner
- Click on Report Post and follow the remaining instructions
This solution only works on written reviews and it can’t do much for those low stars you get at this point of time.
Extreme Measures: Disabling Reviews
What should you do if Facebook’s reporting system takes too long to respond? You may want to consider completely disabling the reviews feature on your Facebook pages if your requests to remove negative spam reviews are repeatedly ignored.
Sometimes you do not need to rely on Facebook reviews because your page is designed to serve as a means to update users with the latest news, share valuable content, and communicate with fans. If there is nothing to review about your business, you can consider disabling reviews and ratings on your Facebook page. This way, you can block any untruthful reviews, which can be incredibly damaging to any business’s online reputation.