Can You Share a Bad Review on Facebook
Question:
"I just had an irrational person leave a bad Facebook review for something we couldn't control. Tin nosotros remove it?"
Answer:
Technically yes, in that location are a few things yous could do to remove the review. You could remove reviews altogether from your page. You could ban the user from your page. Or, if it was offensive with rough language you could report them to Facebook. Only, you don't want to remove a bad review just because it's bad.
Let's dig into the situation a fleck more:
You've built a wonderful business. You lot 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.
Fifty-fifty the best become yelled at.
Unfortunately, we live in a society where people love to complain, even if your team bends over backwards to assistance them. The worst office is that these disgruntled trolls volition go out of the manner to tell the world how horrible your visitor is…how your service is terrible…you don't intendance almost people…y'all're unresponsive…and how you are not fifty-fifty nice to your own children. You lot know they type!
For most people, the first instinct is to get defensive–there's no manner someone is going to say untrue things about your visitor and you're people! You may even want to address the situation head-on and explain why this person is unfair, untrue and lying. Merely going into attack mode like this will only make yous look niggling.
What should you practice with a bad Facebook review?
Don't immediately attack the person in the hopes of defending your award. Don't delete information technology or hide it. Instead, address it in a proactive and helpful way.
Footstep 1: Address complaints directly on Facebook, then wait to move the conversation offline:
Hither'due south an example:
[This is yous]:Hi [Customer Proper noun], thank you for the feedback, I'chiliad very sorry to hear that you didn't accept a neat feel. We pride ourselves on doing everything we tin to meet our customer's expecations. Whenever we hear that someone didn't have an exceptional feel, nosotros want to know well-nigh it so that we can fix things. If you could call our offices at Thirty-Thirty-XXXX, and our management team would be happy to speak with you lot and help in whatsoever way we can. Once again, thank you for sharing your feedback, and we look frontwards to turning things around for you lot.
Even if the person'due south complaint was entirely unfounded, this shows everyone else that y'all truly do care and you are always looking for ways to meliorate. Approaching it this mode can bear witness potential prospects that you're honest and will become out of your fashion to help. It turns negative, into a positive.
Step two: Don't appoint in a he-said, she-said argument online–you won't win.
If the person that left the bad review gets combative and won't mind to reason, don't try to go dorsum and forth to convince them! These people are so upset (or irrational) that zippo y'all say or do will help. Engaging in the back and forth volition only lead to a petty argument and you won't win. Just similar Elsa in Frozen, y'all need to "Let information technology get!" If you notice the person continues to pester you and leave rude comments, yous want to consider banning them from your page. Here are Facebook directions on how to ban someone from your page.
Step three: Put a proactive programme in identify to build more positive reviews.
No matter how amazing your client service is at some betoken you're going to deal with a bad review. The best way to combat bad reviews is to overwhelm them with the positives. Think about your own take on reviews. If you were looking for a hotel and there were 203 four and five-star reviews and simply two people that left bad reviews, you probably wouldn't blink an eye at those bad reviews. On the other hand, if those ii bad reviews were alongside just a few positive reviews, y'all would have a much dissimilar impression.
Then, 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 than four and five-star reviews y'all go, the improve.
We recently had a client in the Kansas Metropolis area who had a 1.5-star rating on Yelp—and a few nasty comments from their own trolls. With a proactive strategy to build positive reviews (and a actually cost-constructive reputation management tool to build more positive reviews), we increased their average review to 3.five stars in just 3 days! And nosotros collected 36 positive candidate testimonials in just 3 weeks. Fast forrad a yr later and they have 426 testimonials with a 4.eight/5 average rating!
With a proactive program to build positive reviews, your best clients volition share the truth virtually your not bad service and drown out the trolls that simply want to complain.
First getting more than positive reviews today!
At BARQAR, we have an amazing reputation direction service that helps go more positive reviews and limit negative reviews. Information technology's a very toll-constructive tool to survey your customers and build some astonishing success stories and control your online make. Contact u.s. today to learn more.
Source: https://www.barqar.com/2017/07/21/can-delete-bad-facebook-review/
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