In an ideal world, you're going to get 500+ 5* Facebook reviews. But in reality, we all know that it's extremely difficult to maintain ridiculously high levels of service 100% of the time. Or you might just get that annoying little shit of a customer that just loves to cause carnage. Either way, lots of businesses will have a negative review somewhere. So, for this blog, we will openly tell you how to deal with them.
Before we get into the gritty stuff, one thing you should know is, completely getting rid of bad Facebook is a bit like Mission Impossible, just without the lasers and guns.
For a business wanting to attract customers, which is the majority of them let’s be honest, 90% of the time a potential new customer will look at the Facebook reviews first. Facebook is one of the number one leading social networks, nowadays most of the population are scrolling through it. As a result, it is the perfect place to root around at look for reviews.
Therefore, having positive testimonials on show will persuade potential customers to try your product/service. Take a restaurant for example, how many times have you looked at a restaurant’s FB reviews before going there for the first time. Countless, right? That is what will happen with any potential customers, so by having terrible reviews for the first thing they’ll see, you’re in deep shit.
But not to worry, we’re here rescue you!
Enough of the chit chat, let’s get into it. Now, sorry to mislead you but in the 5+ years of managing Facebook pages for businesses I can only name you a handful of times that people have actually made their bad FB reviews disappear. However, here are the 4 vital things I’ve picked up along the way to properly deal with them…
1. Dilute it / them with other great reviews.
What we mean by this is if you have a lot of good reviews then you can use them to your advantage, meaning if you can promote them, such as use them for content, then the bad ones can get overlooked.
2. Hold your hands up if you’re in the wrong.
It’s a fact of life that everyone makes mistakes, even experienced people, but that can sometimes lead to the customer getting aggy. In this instance all you can do is hold your hands up and apologise. This is the best thing you can do in this scenario, making up some lame excuse to the customer won’t fix things. In fact, it will make matters a lot worse because they will likely call you out on your excuse, causing the whole dramatic situation to be escalated.
3. If you’re right, fight back.
Who’s heard of the phrase “The customer is always right”? Well scrap that, if you are right then don’t be afraid to tell your side of the story. You don’t want to turn your company into a push over that apologies constantly, have some respect.
4. The WORST you can do is just ignore it.
This is possibly the worst thing you can do. Having a bad review may be a blessing in disguise. You can gain a lot from a bad review such as, ‘get better customer service’ or ‘improve your sales team’ etc. From that you can take a step back and improve your downfalls. This can lead to better performances in the future, which means… that right you guessed it… less bad FB reviews.
However, there is one exception, if the customer is being an absolute prick!
If this happens then you can go and politely tell them to fuck off, maybe not too frequently though because you will end up with more bad reviews aha.
So, in conclusion, we’ve established that trying to wipe bad FB reviews off the face of the earth you’ll have to turn into Tom Cruise, and hang off the side of a building. But there are ways to deal with them by being your normal self. By following these steps, it will turn your FB review page into an immaculate piece of artwork.
You’re welcome ❤️