Many businesses, especially small ones, utilize various social media platforms such as Facebook to reach and be reached by customers. Reviews play an integral part in running a social media page, and it’s always a good thing to have positive ones. However, there will also be bad reviews from time to time.
Bad reviews on Facebook don’t have to become a huge problem, but it’s an essential aspect of your business. To prevent them from directly impacting your business, you need to learn how to handle them in an ideal way. We’ll discuss all about it in this article, so read on below to get started.
Why Facebook Reviews Matter
When it comes to social media and customer feedback, Facebook seems the most natural place to go first. This is mainly because it’s the biggest social media platform online. Using this website is a perfect way to solicit feedback because users on Facebook can easily provide their opinions, thoughts, and ideas.
On a larger scale, however, most people consider Facebook to be a place with more of a personal touch than the other more professional social media platforms such as LinkedIn. After all, users are more likely to share their thoughts, ideas, and emotions on Facebook.
Additionally, using Facebook to solicit feedback will allow you to better connect with your customers. Hearing about their troubles, as well as their thoughts on your business and how you can improve it, will become a lot easier.
Handling Negative Reviews
When a negative review hits your page, it can be a pretty terrifying experience for any business owner. If you want to avoid it from becoming a problem, you need to deal with it properly. Here are some tips to help you to accomplish this:
Analyze the Review
Before you can do anything else, you need to analyze the review. Try to determine what the user is saying. If the customer is clear about their frustrations, you’ll have an easier time figuring out what you can do as a business to fix the problem. If the person isn’t clear about their issues, you may want to reach out to them and ask about them.
Don’t Let Anger Get In the Way
Even if you are frustrated or angry about a review, you still need to keep a clear head. If you do otherwise, you might end up saying something you’ll regret. If the review seems unfair or senseless, you can always ask other customers their thoughts.
Whether it comes from a customer or a stranger, a negative review is an excruciating thing for a business owner to go through. The best way to deal with it is to simply be kind. After all, it might just be one unhappy customer.
Fix the Problem
After bringing your emotions back under control, you will want to start thinking about ways to fix the problem. Reread the review and understand where the customer is coming from and how you can fix the problem.
After you have identified the problem, it’s time to take action. If you have the authority to do so, try to raise the issue with your employees. In the worst-case scenario, you can contact the customer directly with an offer to do something about the situation.
Don’t Take It Personally
In handling bad reviews, you need to remember not to take them personally. As we mentioned above, it might be just one unhappy customer, and their opinion is not necessarily representative of the entire customer base.
Let the Mistake Serve as a Lesson
Whether you think the customer is right or wrong, the situation shouldn’t be taken as a sign that your business is terrible. It’s an excellent opportunity for you to learn about customers’ problems and work on fixing them before other customers encounter them.
Negative reviews are a part of running a business, and they will not go anywhere. However, you can’t let them get you down. Instead, you need to learn how to handle them. This will allow you to turn them into something positive, and it will increase the chances of you receiving more positive reviews in the future.
Varemar provides top-quality services for online reputation management in New Jersey. Our reputation management specialists will ensure that your business will get nothing but positive reviews, along with swift action regarding the negative ones. Reach out today to schedule a strategy session!