With technology being accessible to a lot of people, reviews and feedback has become a currency used by business to improve their profitability. Reviews give other users an idea of how the product or service is without experiencing it for themselves. Reviews might not be the best source of information for a business, but if there are hundreds of people saying the same thing, it speaks volumes about the quality of service they provide to their customers.
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Why are there negative Facebook reviews?
Like any type of Facebook reviews, these are created by users with the purpose of sharing their experiences with other users. It serves as a warning to other users or prospective clients that there is something wrong with the service or product that they have received. Some users give out reviews without any bad intentions. They just want to improve the service they had received so that moving forward, anything untoward will be avoided.
It is also possible that the negative reviews are caused by a lack of action on the part of the Facebook page. If things cannot be resolved offline, creating noise will get them noticed. The more people get involved in the issue at hand, the more likely they will get the action that they want.
Some users also use the review section of the Facebook page as a way to retaliate against a competitor or to post spam or fake news. It is expected that some of the functionalities in the platform will be exploited by other people for their personal gain. It is unfortunate that some users will be affected by this, either the page owners or the customers themselves.
How to respond to negative Facebook reviews?
So you’ve received a few negative reviews from users. Whether it’s expected or unexpected, you need to prepare the next step for each. Here are some points you might want to consider when responding to your reviewers.
Create a game plan
Always be on top of the game by anticipating and planning out your next step, especially when dealing with the public. Make sure you have responses for different types of reviews and adjust accordingly. Know when to have a generic response to criticism as well as to use a personalized response to customers.
Agility is also key in planning your response. Responding too early or too late might have a negative effect on your customers. It is best to respond before the issue becomes uncontrollable and reaches more audiences.
Apologize, but not too much
The initial reaction to negative reviews is to apologize for the inconvenience that was caused to the reviewer. This is to acknowledge any shortcoming that was done on the part of the business. It is a great tool to pacify the emotions of the reviewer which might cause further disagreement. Be able to understand the reviewer’s sentiments by putting yourself in his/her shoes as your perspective might be different than his/her.
But also know your limitations when using this. It might also be the fault of the reviewer that’s why his/her experience was not the best. Make sure to communicate your side properly as this might cause further misunderstanding.
Finding and solving the root cause
It’s one thing to respond to the negative Facebook reviews, and another to resolve the underlying issue. Addressing the problem will minimize negative reviews in the future, but also improve the experience of potential customers. Owning the issue and making sure to do something about it sets the business apart from the rest.
Having a positive mindset also improves the way you respond to negative reviews. Take each feedback as an opportunity to further improve the service that you provide to your customers. Be sincere with your intentions as this will show how you respond to your reviewer.
It helps to keep your lines open to all users. Be as approachable as you can use this engagement in your favor. Reach out to your customers regardless of the feedback or review that you received from them. In turn, they will be more open to sharing more feedback that will help you improve your business. You can also leverage the relationships you have built with them in cases where you need their assistance.
Don’t dwell on it too much
After you’ve exhausted all possible responses for negative Facebook reviews, know that you can only do so much. It is normal to receive negative responses as the reaction of users and the scenario it represents are different each time. A few negative reviews may not make much noise if you have consistently given the best for your customers. Out of the many positive reviews that you have received, it will definitely outweigh the negative reviews.
Report as needed
If there are cases that your reviewers seem to be fake or sharing false information with other users, it is advisable to report these reviews and users. It also avoids spam reviews from your page and for others as well. You can do this by clicking on the 3 dots right icon on the upper right side of the review. From there select the Find support or report Recommendation option and this will direct you to the Report screen.
How about positive Facebook reviews?
You have a game plan placed for negative reviews, but how about the positive reviews you have received?
Much like how you respond to negative reviews, you need to treat them with the same attention. This is because getting positive Facebook reviews can help to grow your business. Always start by acknowledging the feedback regardless if it’s positive or negative. It’s good to start by giving thanks to your reviewer.
Giving attention to your reviewers is one step to start a connection with them and establish engagement/ brand loyalty.
Highlight the good things that they had mentioned as a personal touch to your response.
FAQs About Responding to Negative Facebook Reviews
Here are some frequently asked questions about responding to negative Facebook reviews.
Should you respond to negative reviews on Facebook?
It is best to respond to reviews, whether they’re positive or negative. This is to acknowledge the feedback that they had provided and to assure customers that you are working on it, in case that there are issues with the service that they’ve received.
How to respond to negative reviews on Facebook?
From the review that they made, you can respond to them by making a comment. You can include text and images in your response.
How do you avoid negative reviews?
Provide the best to your customers and be positive. It also helps to avoid any confrontation with your reviewers. Another alternative is to turn off Facebook reviews from your page.
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