Is that one bad review on Facebook ruining your business’ reputation? Maybe it’s not as severe, but someone has left a 3-star versus a 5-star review of your company. Either way, the opinions of others are a major part of a buyer’s purchasing decision. One disgruntled customer can leave a bad mark on your brand.
Bad Reviews on Facebook: How Should You Handle It?
Although there are varying opinions on the exact process for dealing with bad comments, we can all agree on these key strategies.
You are a busy business owner; we get it. But that shouldn’t be an excuse for not responding to bad reviews on Facebook. Take a few minutes each day to scroll through the most recent reviews and personally respond to each one. If it’s a good comment, simply thanking them and inviting them back is enough. However, responding to bad comments should involve a little more time.
Resolve the Issue
Make a public statement that shows users you are attempting to solve the issue at hand. When people see that perhaps it was a fluke, they are more likely to dismiss it.
Handle Problems Privately
Don’t go into details over public responses. Keep it short and sweet and then take to private messenger, phone, or email for specifics on solving the problem and offering to make up for their time and money.
Always extend kindness to your audience, even if they aren’t doing the same. Getting personal and starting arguments is only going to make the issue worse. Stay calm, use apologetic phrasing, and try to sympathize with the customer.
Offer A Refund
Don’t make the mistake of reversing fault–it shouldn’t be a blame game. Regardless if the customer does or doesn’t deserve compensation, offer it anyway. This shows that you value their business and opinion far more than money.
If you can’t provide a full refund, offer for the upset customer to come back for a discount or free item. Make sure to promise that you will personally take care of them upon visiting and ensure a happy experience.
Utilize Constructive Criticism
Is someone offering you genuine constructive criticism via a Facebook review? Take it! They may not be mad about an experience, but instead, are offering ways to improve your business. Take their advice and try to find a way to solve the concern. It could be as simple as adding more products or extending business hours.
Managing Social Media
Dealing with reviews on Facebook is vital to maintaining your brand’s image. However, it’s only one piece of the social media pie. If you need more assistance with social media management, including scheduling posts, engaging users, and integrating SEO, contact ITVibes. Our experienced staff can plan a winning strategy for your business across multiple platforms. Get started towards improving your business reputation today.