Bad Facebook Reviews: 4 Steps to turn your Customer around
These days more and more disgruntled customers are turning to Facebook to vent about their issue. They often do this as they know they are likely to get a much faster response if they complain publicly. No matter how good your business is, it is near impossible to please all customers 100% of the time. As a result you may receive a negative review.
Unfortunately for businesses, if customers leave a bad review on Facebook, you will be unable to remove or hide the negative feedback which may not be a fair representation of your service. Here’s a few tips to help you repair the situation the next time a 1 or 2 star review pops up!
Act don’t React to a negative review
When you first read a bad review that you feel is judging your business unfairly, you are likely to be mad. Why would someone say these bad and sometimes untrue things about your business? As a business owner you are likely to automatically go into defence mode. You will immediately want to respond and tell them why they are so wrong. Because of this, do not reply instantly – DON’T react. Wait at least 5 minutes to ensure you have the whole perspective of the issues pointed out. Read the review at least twice. Make sure you grasp the key issue that the customer is not happy with. For some reason the customers expectations have not been met hence why they have complained. It is important to understand what the gap in expectations were and use these negative reviews to learn from.
Respond publicly – Do not ignore!
The worst thing your business could do after receiving a bad review is to ignore it. Not even acknowledging a complaint could add fuel to an angry fire, or at best simply put off potential customers when they are researching your business. Make sure you respond publicly with a well thought out and personalised response that directly addresses the issues raised. This allows potential customers and the public to see your side of the story and gives you a chance to publicly apologise for any issues as well as provide an explanation/address any concerns.
Sometimes complaints relate to a particular staff member or product fault. You may need to find out more information in order to provide the customer with a satisfactory reply. If this is the case, you should respond to the reviewer and let them know that you have read and understood their issue. Apologise for their bad experience and let them know you are gathering the full information needed and will get back to them. Also let them know a reasonable timeframe in which you will get back to them with a full response and explanation if required.
Try to move the conversation privately
After addressing the initial complaint publically it is usually best to move the conversation to a private platform to discuss any issues further. This can be done by using Facebook’s private message feature. When replying to the review, let them know you will private message them as well to discuss this further. When communicating on the private platform you could discuss more confidential information about the issue as well as request private information from the complainer such as a phone number to allow you to follow up with them over the phone, or address/order numbers to replace product if needed.
Bury with positive reviews
Sometimes people are completely unreasonable and are not interested in mutually resolving any issues. If this is the case it is likely you will end up in a public keyboard war. This will turn into a ‘he said, she said’ argument. After you have replied twice to the complainer and they are not taking your response on board, it is best to stop replying after offering them an alternative method of contact and a reasonable plan of action. If they are not happy with this it is likely no matter what you do they will not change their tune. In this case cease contact. The public will be able to see the business has made a reasonable attempt to resolve the issue.
Hopefully your business has many other 5 star positive reviews. These positive reviews will help to balance any negative reviews out from the publics perspective. This will help to bury/drown unfair bad reviews. It will also decrease the significance and impact a bad review has on potential customers overall impression.
By responding in the correct manner to a negative review, you have the opportunity to help an upset customer see your brand in a positive way, and minimise any potential damage to your companies reputation.