How to Message Someone From Business Page Who Left a Review
Question:
"I just had an irrational person leave a bad Facebook review for something we couldn't control. Tin can we remove it?"
Answer:
Technically yeah, there are a few things yous could practise to remove the review. You could remove reviews altogether from your page. You could ban the user from your page. Or, if information technology was offensive with crude language you could written report them to Facebook. Merely, y'all don't want to remove a bad review just because information technology's bad.
Let'south dig into the situation a bit more than:
You've built a wonderful business. You pride yourself on providing an exceptional experience to your customers. Your staff is trained on the right way to treat customers and resolve any issues.
Even the best get yelled at.
Unfortunately, we alive in a society where people love to complain, even if your team bends over backwards to help them. The worst part is that these disgruntled trolls volition become out of the way to tell the world how horrible your company is…how your service is terrible…you don't intendance about people…you're unresponsive…and how you are non even nice to your own children. You lot know they blazon!
For almost people, the starting time instinct is to get defensive–there's no way someone is going to say untrue things about your company and yous're people! Y'all may fifty-fifty desire to address the situation caput-on and explain why this person is unfair, untrue and lying. Just going into attack mode like this volition only make you lot look piffling.
What should you do with a bad Facebook review?
Don't immediately attack the person in the hopes of defending your honor. Don't delete it or hide it. Instead, address information technology in a proactive and helpful style.
Step 1: Address complaints directly on Facebook, then look to move the conversation offline:
Here's an example:
[This is you]:Hi [Customer Name], thank you for the feedback, I'm very sorry to hear that yous didn't accept a corking feel. We pride ourselves on doing everything we can to come across our customer's expecations. Whenever we hear that someone didn't have an infrequent experience, we desire to know about it then that we tin can fix things. If you lot could call our offices at XXX-XXX-XXXX, and our management squad would be happy to speak with you and help in whatsoever way we can. Again, thanks for sharing your feedback, and we wait forrad to turning things around for y'all.
Fifty-fifty if the person's complaint was entirely unfounded, this shows everyone else that you truly practice care and you lot are always looking for ways to improve. Approaching information technology this way can show potential prospects that you lot're honest and will exit of your mode to help. It turns negative, into a positive.
Step 2: Don't engage in a he-said, she-said statement online–you lot won't win.
If the person that left the bad review gets combative and won't listen to reason, don't attempt to go dorsum and along to convince them! These people are and so upset (or irrational) that zip you say or do will aid. Engaging in the back and forth will only pb to a petty argument and y'all won't win. Simply like Elsa in Frozen, you need to "Let it go!" If you observe the person continues to pester yous and exit rude comments, you desire to consider banning them from your folio. Here are Facebook directions on how to ban someone from your page.
Step 3: Put a proactive program in place to build more than positive reviews.
No affair how astonishing your client service is at some point y'all're going to bargain with a bad review. The best way to combat bad reviews is to overwhelm them with the positives. Call back almost your ain take on reviews. If you lot were looking for a hotel and there were 203 four and five-star reviews and just two people that left bad reviews, you probably wouldn't blink an centre at those bad reviews. On the other paw, if those two bad reviews were alongside merely a few positive reviews, yous would have a much dissimilar impression.
So, instead of focusing on the negative, drown them out with positives. Put a plan in place to encourage your happy customers and clients to share their great experiences on Google, Yelp, Facebook, and other review sites. The more four and v-star reviews you get, the better.
We recently had a client in the Kansas City area who had a 1.five-star rating on Yelp—and a few nasty comments from their own trolls. With a proactive strategy to build positive reviews (and a really cost-constructive reputation management tool to build more positive reviews), nosotros increased their boilerplate review to 3.five stars in just three days! And we nerveless 36 positive candidate testimonials in just three weeks. Fast forwards a year later and they accept 426 testimonials with a 4.8/5 average rating!
With a proactive plan to build positive reviews, your all-time clients will share the truth nigh your cracking service and drown out the trolls that just want to complain.
Start getting more positive reviews today!
At BARQAR, we have an amazing reputation management service that helps get more than positive reviews and limit negative reviews. It's a very cost-effective tool to survey your customers and build some amazing success stories and control your online brand. Contact u.s. today to learn more.
Source: https://www.barqar.com/2017/07/21/can-delete-bad-facebook-review/