No matter the industry, learning how to handle a bad review on Facebook is an essential skill to have. Negative reviews can happen, whether justified or not. By knowing how to respond to a negative review on Facebook you can turn the situation around.
According to CMG Local Solutions, one negative review has the potential to drive away 22% of prospects. The more negative reviews the bigger the effect compounds. For example over four negative reviews can cause you to lose 70% of your prospects!
Positive reviews do help wash a single negative one. However, it is vital to lessen the sting by responding to negative reviews strategically and ensure it does not happen again.
Responding To Negative Reviews - How To Respond To A Negative Review On Facebook
First and foremost, addressing a negative review quickly and professionally is important. To come to a resolution with the reviewer it is important to leave any personal biases aside.
1) Address The Reviewer By Name
Being heard is important to people and customers often turn to the public forum to seek the validation they are seeking. A great place to start is remembering your reviewer is a human being, addressing them as such can go a long way. Doing so adds much more authenticity and personalization following the actual response.
2) Get To The Route Of The Problem
Knowing how to handle a bad review on facebook starts by first understanding what the matter is.
Start by asking for more information if you need it. After all, how are you meant to help if you do not understand the problem at heart?
First, thank the customer for raising their feedback, and gather more information which will get to the route of their problem.
Hearing what the customer has to say. As well as, greeting the negative review with compassion and interest will help to disarm them.
3) Sympathize and Apologize If You Need To
Apologize to the reviewer that they had a poor experience and sympathize with them about it in a brief sentence. Doing so could very well inspire your negative reviewer to give you another chance and showcase to others that you are not too proud to apologize.
4) Set Realistic Next Steps
End your response with an action on your part to address or fix the issue that your reviewer faces.
Setting next steps should include identifying reasonable steps your customer agrees to in order to remove their review. It is never too late to try turn the review around.
But The Bad Review On Facebook Was Unjustified!
It is no secret that pleasing customers can be the hardest part of business. Keeping everyone happy at all times is not possible.
In instances where you believe the review is unjust, this is time to replace the above steps with facts about the experience.
In these instances still acknowledge the bad review. Identify the problem, respond with your view on the matter, and ensure you set next steps.
Summary- Understand, Respond, and Move Forward
Things do happen, and being equipped with the right strategy to tackle bad reviews on facebook will mitigate future problems. Overall, responding to negative reviews with a strategy in mind is an ideal way to preserve your brand image. Using reviews to identify gaps such as poor communication allows you to implement tools, such as fieldd, to ensure poor reviews do not happen again.
In summary, it’s true that you cannot please everyone. Sometimes negative reviews are not a direct reflection of your services or products at all. But regardless of what the scenario is, a negative review should never be ignored. Knowing how to respond to a negative review on Facebook mindfully is the best line of defence that can help keep your brand’s credibility in good standing.
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