All Facebook Pages give the option of allowing users to review them. Displaying Facebook Page reviews is a great way to show social proof. People want to see that other people like your business. It makes them think that they may like to work with you too! But, what happens when you receive a one star review? For a business owner you may feel sad, disappointed, or even angry. It’s totally okay to feel any of these ways. However, there is a right way, and a wrong way, to handle a negative review.84% of people trust online reviews as much as a personal recommendation. Click To Tweet
Accepting Facebook Page Reviews
Every Page can accept Facebook Page Reviews. If your Pages is already set-up to receive reviews, you will notice “Reviews” as a link in your Tab menu. Since you can control it’s placement, your Reviews tab may be anywhere in the side bar. I prefer to have mine up near the top, which also keeps my Facebook Page reviews near the top of my timeline (as you can start to see in the screenshot).
Activating Facebook Page Reviews
If you don’t see the “Reviews” tab on the left side bar, you can go into your settings to activate it.
First, click into your Settings – then into Page Roles.
Scroll down to the very bottom and click on “Add a Tab” then find the Reviews Tab, and click on “Add Tab,” then close the pop-up.
The newly-added Reviews Tab will default into the lowest listing order. You can rearrange the order by clicking on the 3 horizontal lines (aka. the “hamburger”) then drag-and-drop into the order you prefer. As I mentioned earlier, the order of your tabs will also indicate the order of the sections at the top of your Timeline. I like having Facebook Page Reviews up near the top so that it’s easy to see and find.
How Facebook Page Reviews Work
It’s important to know that you can turn Facebook Page Reviews on or off. If your Page accepts reviews, it also must display them. You can not moderate, edit, or delete Facebook Page reviews left by others. This is generally not an issue until your business receives a bad review. Then, businesses want to delete the bad review – which is impossible. But there are some options when it comes to handling bad Facebook Page reviews.74% of people trust local businesses more after reading positive reviews. Click To Tweet
Asking Facebook to Delete a Review
It is possible to have Facebook delete a review, but they do not do this often. In order for Facebook to remove a review, it must violate the Facebook Community Standards or be totally unfocused on the Page’s product/services. Examples of violations include making threats, hate speech, and/or violent content. Facebook will NOT review star-ratings without a written review.
If you want to report a review, you can click on the three dots in the upper right hand corner. Then click on “Report Post” and follow the prompts and on-screen instructions.
58% of people believe the “star rating” is the most important metric to them. Click To Tweet
Minimizing the damage of one star Facebook Page Reviews
In most cases, Facebook wont delete reviews. The first decision you have to make is whether it’s worth it to simply turn Facebook Page reviews off. In most cases, I believe this is an over-reaction. Social proof is powerful, and there are ways to react to low-ranking reviews that will help you minimize damage to your business’ reputation.
1.) Ensure the Right Mindset
Remember that it’s impossible to please everyone. There are going to be people who like your business, and people who prefer the competition. That is okay. It’s what makes the world go round. There are plenty of people who need your services and plenty of room for competition. Before responding to a negative review, it’s essential that you are calm and level-headed. Don’t respond the moment you see the review. Sleep on it, if you must. Remind yourself that you and your business are not defined by this review, and it’s normal for some people to dislike you.
2.) Respond to the Reviewer
Leave a public comment on the review. When you comment, remain professional. Even if the reviewer is anything but professional, this is your business Page and your professionalism is essential. Apologize for the negative experience. Offer a way for the reviewer to contact you directly to remedy the situation. This may include an email address or phone number. Do NOT ever attempt to turn the blame around on the reviewer. You can not edit or moderate the Facebook Page reviews, but if you respond adequately, the reviewer may elect to edit their own review to reflect your reaction. Even if this does not happen, prospective clients who read the negative reviews will also see your response and it can lessen the blow of the negative review.
3.) Make Sure You’re Requesting Reviews
I never recommend requesting disingenuous reviews in order to “drown out” the bad review. Instead, take actions to request Facebook Page reviews from your clients proactively. Some actions you can take include:
- Asking via email. Add the request into your welcome sequence along with a link to your Facebook Page, and/or any emails sent after purchasing.
- Encourage people to Check-In if you have a local business. Facebook will actually send reminders to people who have checked in to review the business within the next day or so. Be creative with encouraging check ins – post signs, consider offering a discount if they check in, etc. *We do not recommend discounts for reviews – in some areas this is illegal*
- Ask for reviews nicely. Don’t just blurt out a “leave us a review!” Try something like, “Enjoyed your visit? We’d love if you shared your experience through a Facebook Review!”
- Respond to EVERY review. People like to be acknowledged, and if they are taking the time to review your business, you should take the time to respond. Remember, if it’s a negative, refer back up to step #1!
WHAT QUESTIONS DO YOU HAVE? ASK & JOIN THE DISCUSSION AT SOCIALSUCCESSSOCIETY.COM
Meg is the Founder and CEO of EIEIO Marketing. Originally from Rochester, NY, she now lives in Phoenix, AZ with her husband and their 4 daughters. Meg has been involved with marketing to moms for over 7 years. She also worked for Facebook within their Marketing Expert Program. When Meg is not managing ads for clients, teaching digital marketing strategy, or furthering her own professional development – she enjoys getting the family out of the house to explore a variety of fun and educational adventures. After the kids are in bed, Meg enjoys binge watching Netflix, fantasy football, and a glass of wine. Learn more about EIEIO Marketing.
*Stats come from a 2016 Brightlocal customer study.