Especially when you consider that 46% of Glassdoor members read reviews before speaking with a company or the person in charge of hiring. This is so cool. Provide a link to a customer service web page, email address, or phone number. Responding to Facebook reviews is fairly self-explanatory: Navigate to the review on your Facebook Business Page; Make sure you're 'commenting as' your business and not your personal account. Discover announcements from companies in your industry. And that a whopping 90% of job seekers find employer perspectives useful when learning about jobs and companies. Give the One-upper the benefit of the doubt, have empathy, and if you need to respond, respond positively. After replying to the customer complaint over social media, … 80% of people expect brands to respond to their comments on social media within 24 hours so, at the very least, you should be aiming for getting back to customers within a day. Picking up on individual keywords within a negative review is a really good way to think about formulating a personalized reply and encouraging a more positive outcome. … Unfortunately, they do pop up from time to time, from unhappy customers who express their anger or discontent within the comments of your content. a One-upper just isn’t thinking before they speak. How you respond to negative reviews on Google, Facebook or Yelp matters. May 13, 2020 at 1:47 pm. It’s usually best to leave negative comments on your page and respond appropriately. Delete comments that promote anything unrelated to your company or products. Well, I’m sure every business has encountered at least one of these individuals on social media, leaving negative comments on your tweets, Facebook posts, and Instagram images. via GIPHY . Widespread criticism. Hover your mouse over the comment, click on and select Hide. You can change this by clicking on the icon on the right-hand side of the 'share' button Often times the One-upper masks their comment in language that appears neutral or even partly positive that really is a negative comment in sheep’s clothing…and sometimes (many times?) It’s usually best to leave negative comments on your page and respond appropriately. Any future customers reading reviews will then see the bad ones as more of a one-off, and not the norm for your business. TrustPulse Marketing Blog. Otherwise, it’s best just to stay out of it. Keep in mind that Facebook’s review reporting process can take some time, so be sure to stay on top of it (see Step 6) so that you don’t leave the negative review hanging out there too long without a response. This is definitely not the standard of service our customers have come to expect from us, [share what normally happens]. When To Respond. What's more, the sheer visibility of reviews and star-ratings have a huge impact on whether a person will decide to patronize a business or not. In the heat of the moment (and especially when you’re upset about an unfair negative review), it can be tempting to say the wrong thing in a hasty response to negative comments. When a customer has left a review (particularly if it was negative), they may bait you with questions and be actively waiting for a response. A negative review may not seem like a big deal, especially if most of your customer feedback is positive – but it’s always best to address the situation. This post originally appeared on Andrew Macarthy's blog. Create an account or log into Facebook. Editor’s Note: This article was originally published by Web Marketing Today. Avoid including your business name and location in the reply, so that the negative review is less likely to be prioritized (and found) in search engines. The pros of hiding negative comments on your Facebook Page are clear. Whether the negative portion is concerned, you should treat it in your response it as if it was a one star review. Sincerely apologize for the upset caused offer to make things right. Dollar Shave Club has seized the opportunity to reply to every comment on its Facebook dark pots. Engage with your audience and you will build champions and advocates. In general, you should try to keep all review replies short and succinct - three sentences for your whole reply is a good rule of thumb.. Hover your mouse over the comment, click on and select Hide. I hope this post has given you some notes to consider in dealing with all types of reviews on social media, and how to turn any type of customer feedback into an opportunity to grow engagement and brand loyalty. A negative comment that everyone can see will instill some frustration and embarrassment, but your reaction is ultimately what your audience is going to remember. Responding to negative comments is important, deleting or ignoring negative feedback reflects poorly on your brand. Step 6. Copyright © 2005 - 2020. You can request that customers leave reviews in plenty of ways - in person at your store, on the bottom of a receipt or email, marketing material that comes packaged with your product, etc. When called for, offer them a small gift card or free product. Instead, focus on keeping your cool and not taking the bait. All you have to do is click the “message” button (highlighted in yellow below)… and a new window will open up allowing you to reply privately to the person. Back to Home. Do you want to join Facebook? Sign Up. It can be difficult to respond to every unique issue from customers, but it’s incredibly vital that you do. Be POLITE. Sign Up. Every small business that participates in social media must be prepared to handle customer service issues from time-to-time. Ignoring feedback will demonstrate that you have little regard for your customers and do nothing to placate those that are dissatisfied. Here are our predictions for the year ahead. If you'd like to share your feedback, you can do so by visiting the form linked below: Be specific and acknowledge the customer's concerns; show sympathy that they had a bad experience. Don't get personal and blast off an angry rant when replying to a negative review. More than four negative reviews about a company or product may decrease sales by 70% 3. This will prevent you saying something that might cause the disappointed customer to add more negative feedback by replying to your comment. Facebook can help your large, medium or small business grow. I’ve included a template for each in this article. People who have a negative experience are more likely to tell their friends and family about it - they'll hear it both in person and when the review is shared online. You want to keep things conversational and inspiring. Doing so signifies you take customer concerns seriously and want to rectify the situation as best you can. Let me know what you think in the comments below. Google Adds Short-Form Video Carousel in Selected Search Results, Snapchat Shares New insights Into Consumer Behavior and Trends, TikTok Launches New Small Business Resource Center for Marketers, A third of customers post online following inadequate customer service, sharing comments about your brand to their network and beyond (, 88% of people read reviews to determine the quality of a local business (. If you have an opinion about me, raise your hand. When someone replies to one of your Tweets you will see Replying to you above the Tweet and you will receive a notification in your Notifications tab. When two people are replying to one another, only relevant people, such as those who follow the person who replied and the person in the conversation, will see the reply in their timeline. Meanwhile, anyone who visits your social page will be able to see that one-star rating and use it as an indicator as to whether they'll pay you a visit or steer clear. Thank the customer for their visit and taking the time to provide feedback. A negative comment or review can have a devastating effect on a company’s online reputation. That doesn't necessarily mean that a consumer won't consider using a business unless they have a perfect 5-star rating - most people know that no business is perfect - however, they are looking for a company that they can trust. If the customer has highlighted a problem to which you know the solution, thank the customer for their feedback and explain how you aim to improve service in future. If you’d like helpful ways to deal with negativity whether it’s a friend, co-worker or someone commenting on your Facebook or blog, keep reading for helpful ways to deal with these Negative Nancys and Debbie Downers! And since I’m a girl who needs visuals, I’ve created the following little chart for you! You also have the option to opt-out of these cookies. In the early days, brands would rely on Facebook and Twitter to promote their offerings. It’s okay to jump in and clarify, but remove the brand from the discussion afterward. Connect with friends, family and other people you know. But opting out of some of these cookies may have an effect on your browsing experience. Plus, negative reviews have actual consequences: 1. If your responses aren't easy to digest, then they might simply move onto a competitor. Most customers won't write you off based on one negative comment. Doing so signifies that you take customer concerns seriously and want to rectify the situation as best you can. Timing is key - present the opportunity at the point where your customer is most likely to be pleased at the service they've received. If after the previous steps, a user is causing nothing but trouble, feel free to ban … In 2016, we merged the two sites, leaving Practical Ecommerce as the successor. How rude! Reassure them by explaining how the issue has been, or will be, resolved for the future. This is not the right way to handle negative comments. Check out these 13 negative review response examples and tips which will show you exactly how to reply to negative reviews + 6 killer templates included! However, you don’t want to engage in a back-and-forth that uncovers more cracks in the armor, so to speak. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. You may be well aware that negative reviews can alter consumer perception of your business. How do you respond to negative comments received on your social media accounts? Approaching reviews from a business perspective in the right way can go a long way to fostering that trust. We'll keep your suggestion in mind as we continue to improve Facebook. Facebook is a great place to hang out with friends and family, develop amicable relationships for businesses and have fun, but once in a while, businesses have to deal with negative comments on Facebook business page in the form of product complaint, trolling, sarcasm, abusive language etc. Deleting the comments of or banning trolls and spammers Facebook page admins can reply to public comments with a PRIVATE message! So before we explore how to handle negative comments, let’s do a little profile review of the most common types of negative comments bloggers receive. Try to reply within 24 hours or sooner, if you can. Three to four sentences is a good rule of thumb. That doesn’t mean you need to throw eight exclamation points at the end of every post, just be positive and try not to sound like a robot. Footer. Receiving and then responding to a negative review online is an emotional process. Responding to reviews quickly lets customers know that you're attentive and considerate to their thoughts. Be candid and open to feedback. The 10 Steps to Respond to Negative Reviews. Individual solution-seekers. Doing so shows that you genuinely appreciate customer feedback and are eager to seek their full approval in future. DOs and DON’Ts for how to respond to a negative review on Facebook or Yelp DO get prepared. [Name, Job Title, Email Address and/or Phone Number]. February 21, 2014 at 5:20 AM Public. Monitor the status of the negative review Make sure you stay on top of the situation. It’s unavoidable. (, 72% of consumers say positive reviews make them trust a local business (, When a brand responds to a customer on social media, 65% are more brand loyal and 25% percent are less likely to go somewhere else or post negative things (. After all, Facebook is an open channel between customer and business, congregant and church. You should only delete those that fit the criteria outlined in it. Here’s a quick list of the types of negative reviews worth responding to. Thanks for leaving the positive review, I hope to see you again soon. Trolling comments typically include inappropriate content, profanity, rants in all caps, or the consistently unfounded bashing of your brand. Invite the customer to do something - ask them to return, use another service or even help spread the word. 1. Example #2 of monitoring Facebook comments well. It’s fairly obvious when someone is trolling your page, and it’s appropriate to delete and block the comments, although only as a last resort. Hi [Customer Name], We're so pleased that you enjoyed [something specific customer mentioned in their review], everyone at [business name] was so proud to hear such wonderful comments! Disable ratings and reviews on your Facebook page. More often than not, there is a knee-jerk reaction, especially if the comment has shades of rude language. Responding quickly and appropriately to negative social comments can help you increase customer loyalty and retention. Negative comments can get added to your Facebook ads, just as with page postings, and these can impair your ad’s performance. All those meetings, early mornings, and late nights can be instantly deflated by just one bad review. In fact, in a sea of positive comments negative comments stand out as unusually stinky! Comments are not marked as reviewed and do not have a star rating. But please write another article on how to reply to negative comments. Nancy Durkee says. Share on Twitter Share on Facebook Share on LinkedIn Share via email. It’s important to respond quickly and efficiently to customer complaints on social … They are the ones that really make us notorious. Some of this negativity is destructive (we’ll talk about trolls), but hearing and responding to many negative comments can be productive. If you've identified them as a particularly loyal customer, reach out to them privately to offer a reward for their generosity. Small businesse… Want to share a company announcement with your peers? Facebook doesn’t prohibit asking for reviews, but if you’re asking customers to review your business, don’t give them rewards or incentives of any sort as the FTC is cracking down on incentivized testimonials. If many people are commenting or complaining about the same thing, it’s probably a larger issue that doesn’t require individual responses. [Customer Name], Alternatively, you can remind the customer of new products, offerings, or events in the pipeline that may be the perfect time to invite them to try you again - and to prove that you can meet their full expectations. Critical reviews can make anyone get defensive, and a poorly worded reply will get seen by 89 percent of customers, many of … Within 48 hours is the absolute latest you should respond. Like with a negative review, don't be afraid to offer a coupon or discount to entice them back. Social media moves fast, so customers are expecting a quicker response when they contact you on one of your platforms. Here are some tips on how to respond to negative reviews online, and hopefully turn an unhappy customer into someone who might even be willing to go back online and change their bad review into a good one. Be specific in your wording. If you allow comments on your website or blog, post it there as well. Subscribe to Social Media Today to get the must-read news & insights in your inbox. In fact, 84% of people trust online reviews as much as a personal recommendation. Fan to fan interaction. Facebook is probably the bigger culprit when it comes to negative feedback. A good strategy would be to post a video or comment from management with an explanation or solution. Picking up on individual keywords within a negative review is a really good way to think about formulating a personalized reply and encouraging a more positive outcome. Having a spreadsheet of appropriate responses ready for general situations will make this easier, but it’s important to tailor them to the particular concern. Finally, you click on “save reply”. Hilarious Responses to Mean Comments Sometimes, it’s better to keep your mouth shut and give the impression that you’re stupid than open it and remove all doubt. Dealing with these issues needs to be a part of every company’s social media strategy. Responding & Managing Facebook Comments. And then some that aren’t. You can now view, like, and reply to the comments on your Facebook ads. Ideally, when dealing with an angry customer or a negative comment, … It’s usually best to leave negative comments on your page and respond appropriately. According to the Harvard Business School, a one-star improvement on Yelp can translate to a 5-9% revenue increase. 1. By using this site, you agree to accept our cookies. 87% of people say that a business need a rating of 3-5 stars before they will use them. This should include a public comment policy and prepared responses to negative messages. Write a short, non-confrontational reply that shows that you've read and understood the issue (s) raised, even if … But read the signals on this one - the last thing you want to do is sour positive sentiment by appearing to use it as an opening for blatant marketing. 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