You finally made a Facebook page for your service business and you’re starting to build your online reputation when out of nowhere, you’re hit with a bad review. Show
While it certainly hurts, don’t let it ruin your page. There are a few different ways you can handle negative Facebook reviews to keep your page positive and demonstrate your 5-star customer service skills. Let us walk you through your options in this guide. Jump to:How to delete a review on FacebookYour gut instinct after receiving a negative review may be to delete it. After all, you’re worried about how it may affect page visitors and whether or not potential clients book work with you. Unfortunately, there’s no way to simply delete a Facebook page review. Instead, you will either need to:
READ MORE: Can a company sue over a bad review? How to determine if a Facebook review is legitimate or fakeBefore you decide which route to take, you should determine whether the review is legitimate or not. Ask yourself the following questions:
Here’s an example of a spam review on a Facebook business page. Although it’s acting as a recommendation, the content has nothing to do with the business or service the Facebook page is for. It’s a good idea to have reviews like this removed even if they boost your star rating because they don’t offer any value to potential customers. If the review is fake, you will need to report it. But, if it seems legitimate, your next step is to determine whether it goes against Facebook’s Community Standards. For example, Facebook does not allow reviews that:
Reviews that don’t follow Facebook’s Community Standards can also be reported, whether they’re from legitimate customers or not. It’s also important to note that Facebook currently allows for both star ratings with content, and star ratings with no content. This means that you may have a low star rating and no actual reviews to report. When this happens, you can either leave your Facebook page as-is or hide your reviews. How to report fake Facebook reviewsIf a review is fake, spam, or goes against Facebook’s Community Standards, your best bet is to report it by following these steps: 1. Log in to your Facebook business page Once reported, Facebook’s team will review your report and determine whether to delete the content from your page. Keep in mind it can take anywhere from a day to a couple of weeks to have a review removed. How to turn off Facebook reviewsIf a bad Facebook review is legitimate, or if Facebook doesn’t remove it after you file a report, your next option is to turn off reviews on your Facebook business page. However, Facebook won’t allow you to hide a single review. So, if you decide to turn off your reviews, both positive and negative comments and star ratings will be hidden from your page completely. Once you turn your reviews back on, they will all be visible again. To turn off your reviews on Facebook, follow these steps: 1. Log in to your Facebook business page To turn them back on, follow the same instructions, but move the slider to ON. READ MORE: Looking for how to delete a negative Google review? How to respond to negative Facebook reviews and resolve the situationReputation management isn’t just about deleting or hiding negative feedback. It’s also about responding directly to customer feedback. Responding to a negative review gives you a chance to clear up the issue and show your customer you care about their satisfaction. It could just take a polite and honest response to change a bad review from a customer into a positive one. Other times, potential clients will look at how you handle bad online reviews as a way to gauge your customer service skills and professionalism. It also shows them how you might treat them, if they decide to book with you. If you can’t report a review, and you don’t want to hide your page’s reviews entirely, consider responding to a customer’s review. It might seem confrontational to respond (and uncomfortable) but remember it’s just a part of offering good customer service. Here are some example review response templates you can use to get started. 1. How to respond to an authentic negative review
Once the issue has been resolved, you can ask the customer to edit or update their review. But keep in mind, you should only do so if you’re confident the customer is happy with the end result. READ MORE: How to get repeat customers for your service business 2. How to respond to a fake review
Get more positive Facebook page reviewsSocial media platforms can be great for your business. They’re a place where you can communicate with customers and build a solid online reputation. Don’t let a couple of negative reviews get you down. Instead, work on getting more positive reviews to balance things out on your Facebook page. You can try:
BUILD A 5-STAR BUSINESS REPUTATIONYour customers can stay in the loop even when you’re too busy to pick up the phone. Jobber sends automated updates as work progresses, and brings text messaging right into your CRM. Try it Free This post was originally published in November 2019. It was last updated on October 18, 2021. Postcard marketing is making a comeback as a cost-effective and targeted way to ... How do I remove a star rating on Facebook?Steps to Remove Facebook Star Rating. Go to your Facebook Page.. Click edit page.. Click update page info.. Click edit to the right of address.. Make sure “Show this map on your Page and enable check-ins” is NOT selected.. Click Save Changes.. |