What should you do when you get unfavorable reviews on your Facebook page?
Should you disregard them? Should you erase them?
In this post, we'll walk you through all the available alternatives and have a look at some finest practices.
Managing critical reviews.
If you run an organisation, you are getting unhappy customers. It's a basic and undesirable part of life.
How you deal with the real criticism matters.
Sweeping it under the rug and disregarding it ever took place can erode client trust and stall your development. Plus, they'll simply go air their disgruntlement someplace else.
If a customer purchased your services or product and had a genuine negative experience, it's up to you to fix it as best you can. Errors occur. How you handle them defines your company culture and public perception.
When you get a real negative evaluation, address the underlying problems and handle it gracefully. What's distressing the client and where did the break in procedure take place?
These evaluations provide you a chance to reveal that you been around for more than simply sales. It's your opportunity to highlight that you appreciate your customers and their special experience. See how U.K. pub The Illicit Still managed the following negative review on its Facebook page.
How To Delete Reviews On Facebook
If the review is critical yet constructive, acknowledge the client's viewpoint and attempt to get to the bottom of the situation.
Some reviewers have actually experienced real issues. Perhaps they were overcharged, the service took longer than acceptable or the features were not as advertised.
Bottom line: They feel hurt and inflamed.
Deleting these sort of evaluations would refrain from doing your business any good. However, if you deal with them and discover a sensible compromise you can make their loyalty and support.
Handling other kinds of negative reviews.
Not all negative evaluations you get will be constructive.
Depending upon the kind of service you run, some evaluations might not be straight associated to your product or services.
How you manage those is ultimately up to you and will depend upon your brand name's worths.
The Happiness of Knitting, a yarn shop based in Franklin, Tennessee faced a comparable scenario around the time of the Women's March in Washington DC. The shop's owner, Elisabeth Poe, felt that the march was disadvantageous and expressed that on her Facebook page.
The post brought a slew of strong responses including strong assistance and equally strong condemnation. This resulted in unfavorable evaluations from customers who highly supported the Women's March and exactly what it meant but hadn't always been to the store and handled it on a company level.
Since the reviews weren't straight connected to business, Elisabeth Poe eliminated them entirely.
If you hold strong beliefs that put you on either side of the political spectrum and strongly influence the way you conduct your service this circumstance may recognize. Disabling the reviews completely can help you move the focus back to your products and services. On the other hand, leaving the reviews up can act as a draw for customers that share your beliefs while keeping away ones you 'd rather not handle.
Exactly what about phony evaluations?
You might get fake evaluations. (Giants do not invest all their time simply hanging out on Twitter.).
Check out how this one regional Boston service got 100 negative reviews on its Facebook page in simple minutes.
How do you cope with the one star reviews from people who aren't your customers?
If the evaluation is simply vitriol that has nothing to do with your items, breaks Facebook's requirements and includes absolutely no worth to your followers, demand that Facebook removes that evaluation.
These kind of reviews are spam-- they are unimportant and can injure your organisation. Report them.
The best ways to report a negative review.
You can't erase an unfavorable spam or ill-mannered review on your Facebook page, but you can report it.
To report an evaluation that doesn't comply with Facebook's Neighborhood Standards, go to the evaluation and click the menu arrow in the top right-hand man corner.
Click "report post" and follow the instructions.
Facebook only allows you to report written evaluations, so if you've just got low stars there's not much you can do at this point in time.
Even if Facebook's reporting system was working at peak effectiveness, it just allows users to report written reviews. This feature can be abused by competitors and bored people on the web who do not like what you or your business represent.
Like The Happiness of Knitting, Mark Wynimko, the wedding event professional photographer behind Wynn Films, completely disabled the reviews on his page due to the fact that Facebook repeatedly ignored his requests to remove them.
Now, instead of depending on Facebook evaluations, they use their Facebook pages as a way to communicate with fans, share valuable content and upgrade users of what's going on.
Untruthful reviews can be extremely damaging to small companies who work hard on building and maintaining a strong online reputation.
If your Facebook reviews are triggering quantifiable harm to your organisation, think about disabling ratings and reviews on your Facebook page.
Staying up to date with Facebook evaluations.
A social networks management tool like Agorapulse can help you pull your most current reviews into your social inbox so that you can reply, designate, or tag the review appropriately.
If you need to report an evaluation for some of the factors discussed above, you'll need to do that natively on Facebook. But for a lot of evaluations, having the reviews in the same stream as your other messages and posts on your Page are extremely handy and timesaving.
Cultivating transparency on social networks.
A successful social networks account hinges on the trust in between you and your fans.
If you delete evaluations even if they are negative, you are slowly wearing down that trust and abandoning openness for convenience.
Resolving poor customer experiences to the very best of your capability shows possible consumers that you care.
On the other hand, reporting irrelevant, violent and spam reviews to Facebook can help improve the experience for the entire neighborhood. Thus the article How To Delete Reviews On Facebook from us, hopefully useful thank you.