Right out of the gate, 72% of consumers trust online reviews as much as personal recommendations. That alone should tell business owners that Facebook reviews matter and they matter a whole lot. It’s important to understand how they work and what you can do to leverage them.
Our social media department has fielded a lot of client questions about Facebook reviews over the years and we’ve compiled the most frequently asked questions on the topic.
Can I delete a review?
The short answer is “no.” If businesses could delete bad reviews, there wouldn’t really be a point to this feature that offers consumers transparency and the opportunity to share feedback. If you receive a poor review, skip down to “How do I handle a bad review?” and follow the instructions.
If you are not able to reconcile the review, then we suggest burying it. Reach out to friends, family, fans, and employees and ask them to leave a positive review. You can also incentivize the positive reviews with prizes.
What if the review is false or slanderous?
You are able to submit a report to Facebook if you want to remove a review your business received. Be warned that the process is slow and sometimes the page owner will not get a response to their report submission. Here is a help page that provides the steps to submit a report for review removal.
Do reviews help my business get more exposure?
Yup! Most folks don’t know that Facebook has an algorithm that determines where your posts will show up in a user’s news feed. That is if they show up at all. It’s called Facebook EdgeRank and it works a lot like Google’s ranking factors. Star rankings are one of the many factors that Facebook uses to determine when and to whom to show your content.
Can I get a notification when a review is left for my business?
You certainly can, and we definitely suggest you activate Facebook notifications for your business page. Staying in-the-know when it comes to your brand’s reputation is half the battle in crafting a great brand experience for your customers. Here’s how to make sure your notifications are on:
- Go to “Settings”.
- Select “Get a notification each time there is activity on your Page or an important Page update.”
- Turn on all notifications under “Edit your notification settings.”
- Here, you can also activate the option to have an email sent to you every time there is activity on your page.
Can I turn the rating feature off?
You can, although we don’t suggest it. Reviews are a great way to promote transparency and credibility with your audience. If reviews are causing your business too much trouble, there is a way to turn them off.
- Go to “Settings”
- Go to “Page Info”
- Select “Address”
- Uncheck the “Show map, check-ins and star ratings on the Page” box.
Now Facebook users will not have the option to rate your business.
How do I handle a bad review?
First, remember not to take it personally, and acknowledge that you can’t and never will be able to please everyone. Bad ratings are bound to happen at some point. You can’t control that, but you can control how you respond.
The first step is to gather as much information about the situation or issue as possible. Sometimes the review can stem from an interaction with a clerk, messed up shipping, or any number of things. Make sure you know as much about the complaint as possible.
Next, respond quickly and privately. The situation will likely be easily resolved, but if it isn’t, it’s important to stay compassionate and respectful. As a group of social media experts, there have been only a handful of instances over the years that could not be resolved.
The next step is a quote from one of our favorite resources, Social Media Examiner:
Respond publicly after every attempt has been made to clarify the issue and resolve the customer complaint. Make a public response in the form of a comment on the star rating.
Keep in mind that your public response needs to be timely and empathetic, as well as follow your business brand tone and values. It should also provide closure to the event. In most situations, this will be the end of the story.
The fact of the matter is that the customer does have more control in this situation than the business owner, which is a frustrating scenario. That being said, a Harris Interactive survey revealed that of customers in the survey who received a response from the company after posting a negative review, 33% of them changed their tune and then posted a positive review and another 34% deleted their negative review.
You have the Power!
In the end, you do have the power, you just have to be strategic and tactful with your reaction. Does this all seem like a little too much? We can help! We currently manage hundreds of business social media outlets and we’re ready for yours. Let’s connect. You can email us at firstname.lastname@example.org, call us at 402-557-5894 or Facebook message us.