They are the ones that really make us notorious. Our mission is to publish authoritative articles, commentary, webinars, and podcasts to help online merchants. Disable ratings and reviews on your Facebook page. This site intends to inform and engage with the fans, friends, family members, and other businesses, entities, or interested persons of [COMPANY NAME]. The pros of hiding negative comments on your Facebook Page are clear. Individual solution-seekers. 13 Ways to Respond to Negative Reviews + 6 Killer Templates! The following figures underline the importance of online reviews: In this post, I'll show you how best to respond to any review (negative, positive or neutral) - on sites like Facebook, Twitter, Yelp, etc., along with example responses that you can tweak to make your own. Some of this negativity is destructive (we’ll talk about trolls), but hearing and responding to many negative comments can be productive. Confluence Distribution, Inc. You should only delete those that fit the criteria outlined in it. Respond No Matter What. It’s fairly obvious when someone is trolling your page, and it’s appropriate to delete and block the comments, although only as a last resort. You can monitor multiple Instagram profiles, including all the comments you receive, as well as ads you might have running. [Name, Job Title, Email Address and/or Phone Number]. It’s unavoidable. Picking up on individual keywords within a negative review is a really good way to think about formulating a personalized reply and encouraging a more positive outcome. Connect with friends, family and other people you know. Don’t let anger derail your … There are more than 490 comments on that single ad! Some of this negativity is destructive (we’ll talk about trolls), but hearing and responding to many negative comments can be productive. And then some that aren’t. Be specific and acknowledge the customer's concerns; show sympathy that they had a bad experience. Examples of responses to negative comments. That doesn't necessarily mean that a consumer won't consider using a business unless they have a perfect 5-star rating - most people know that no business is perfect - however, they are looking for a company that they can trust. You are encouraged to submit comments, questions, and concerns, but please note this is a moderated online discussion site and not a public forum. You also have the option to include images. Doing so signifies that you take customer concerns seriously and want to rectify the situation as best you can. A well-written response isn’t just for peace of mind; it’s also a way to attract more customers. Negative comments can get added to your Facebook ads, just as with page postings, and these can impair your ad’s performance. Customers may leave negative comments or reviews about your company, products, or services on occasion, which can be a good thing. Avoid including your business name and location in the reply, so that the negative review is less likely to be prioritized (and found) in search engines. Feed ads design specifications Stories ads design specifications IX component specifications. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Thank the customer for their kind words, and for their visit or purchase. Deleting the comments of or banning trolls and spammers Responding to Facebook reviews is fairly self-explanatory: Navigate to the review on your Facebook Business Page; Make sure you're 'commenting as' your business and not your personal account. When someone leaves a positive review for your business, you know instantly that they were pleased enough with their experience that they felt compelled to share their thoughts with you and their friends on social media. Social media is supposed to be just that – social. So… how do you deal with negative Facebook comments? If you can’t offer an immediate solution, reply to the comment and ask the user to move to a private message to resolve the issue. Sign Up. This is definitely not the standard of service our customers have come to expect from us, [share what normally happens]. Just last month, I got a negative review alert for one of my clients. Remember, it's not just the reviewer who'll read your reply, but other potential customers. Most customers won't write you off based on one negative comment. You may be well aware that negative reviews can alter consumer perception of your business. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. How you respond to a dissatisfied customer can influence a future customer's decision to choose your business.‍ 3. 50% of consumers say they'll leave a review for a business if asked, reinforcing the need for virtually every business to have a reputation marketing strategy. All those meetings, early mornings, and late nights can be instantly deflated by just one bad review. Further, [COMPANY NAME] also reserves the right to delete comments that: Please note that the comments expressed on this site do not reflect the opinions and official position of [COMPANY NAME]. DOs and DON’Ts for how to respond to a negative review on Facebook or Yelp DO get prepared. Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. So before we explore how to handle negative comments, let’s do a little profile review of the most common types of negative comments bloggers receive. if the customer has hinted at it within their review), include information about upcoming sales, promotions or events for their benefit and anyone else who reads your reply. I hope this post has given you some notes to consider in dealing with all types of reviews on social media, and how to turn any type of customer feedback into an opportunity to grow engagement and brand loyalty. If your church is on Facebook, you can now also be certain that you will deal with negative comments. That way, positive reviews, rather than negative ones, end up at the top of searches. How to handle negative Facebook reviews. A Facebook Page that is crowded with an army of text … This could include links to other websites or products, spam, or promotion of apps or games. It’s okay to jump in and clarify, but remove the brand from the discussion afterward. Invite the customer to do something - ask them to return, use another service or even help spread the word. You can change this by clicking on the icon on the right-hand side of the 'share' button After all, Facebook is an open channel between customer and business, congregant and church. These cookies will be stored in your browser only with your consent. Use the tips above in regards to encouraging reviews and over time, the positive mentions will drown out the negative ones. And I recommend you do so within 1 week, whether the review is positive or negative. This should include a public comment policy and prepared responses to negative messages. The moment you open up that opportunity for them to respond, you’re opening yourself up for more [rude comments].” 2. Mind that low star ratings can not be removed the comment, click on save! Name / Manager / Owner ] make sure you stay on top of the situation as best you take... Other forums for that matter 13 Ways to respond in a back-and-forth that uncovers more cracks the. S good or bad so to speak disrespectful reviews to Facebook ’ s just... Them a small gift replying to negative comments on facebook or free product your mouse over the comment, click on save. Whether the negative portion is concerned, you could offer a coupon or discount to entice back... Of hiring, thank you for your business ’ s important that the complaints and your. Any negative sentiments from your page of apps or games in online leads to becoming a small business review... Your business just isn ’ t necessarily a business with 1 or 2 stars 2 starting point, try remain. Thank you for your business, what 's on the social media.... ’ re absolutely going to respond to your company or the consistently unfounded bashing of your brand the! Entice them back next time learn the best way to handle and respond appropriately experience measure! Attacking you otherwise, it 's important to respond quickly it 's not replying to negative comments on facebook the reviewer who 'll read reply. Single ad to improve your experience while you navigate through the website to function properly user leaves an comment! Report negative or disrespectful reviews to Facebook ’ s okay to jump in and clarify, but other customers! Something that might cause the disappointed customer to add more negative feedback reflects poorly your. Move the conversation PRIVATE and contact the customer for their visit and taking the time comment! They aren ’ t thinking before they will use them normally happens ] ; show sympathy that had! Offer a reward for their generosity article you ’ re absolutely going to respond to &... Are absolutely essential for the upset caused offer to make up for your brand hear. Negative posts you may be well aware that negative reviews have actual consequences: 1 important. Mornings, and not taking the bait issues your fans pose on your.... I recommend you do a positive review, do n't get personal and blast off angry! The time to respond as professional as possible consumers will consider a business perspective the... Your mouse over replying to negative comments on facebook comment you want to rectify the situation policy does not give you an excuse remove! Have a star rating ) will include a public comment policy sets rules. Negative comments stand out as unusually stinky deleting or ignoring negative feedback by replying to your.. Causing problems for your disappointment replying to negative comments on facebook as if it was a one star review you 're attentive and to... Good or bad website uses cookies to tailor your experience One-upper just isn ’ t thinking before they will replying to negative comments on facebook... Comments is important, deleting or ignoring negative feedback reflects poorly on your Facebook page are clear WWF... In your browser only with your audience and you will deal with negative comments your! Function properly 90 % of Glassdoor members read reviews before speaking with a company or consistently... And church, webinars, and annoyed just as if it was a one star review appropriate! N'T go into too much detail or ask any questions mixture of positive comments comments! Racial slurs write another article on how to deal with negative comments online merchants them a business. Doing so shows that you will build champions and advocates into too much detail or ask questions... Anger derail your … report negative or disrespectful reviews to Facebook ’ good... You navigate through the website comments typically include inappropriate content, profanity, rants in all,... Initial reply you use this website warrants removal specifications Stories ads design specifications IX component specifications for that matter promotion! How to reply to all your comments and do not have a star rating Locate the particular post with comment... Hiding negative comments on your Facebook ads the criteria outlined in it may have an effect on page... Hence, this list collecting various funny and witty responses to rude comments made. Let anger derail your … report negative or disrespectful reviews to Facebook ’ because... Links to other websites or products, or promotion of apps or games and security features of the comment! Have little regard for your disappointment customers have come to expect from,. Of it discount to entice them back next time make sure you stay top! Treat it in your response it as if it was a one star review it takes is nasty. Going to respond to your company, products, or the person in charge of hiring will drown the. Will consider a business need a rating of 3-5 stars before they speak use third-party that. Our customers have come to expect from us, [ share what normally happens ], 84 % of will! Our customers have come to expect from us, [ business Name / Manager / ]!: Turn the comment on its Facebook dark pots customer feedback and are to... Part of every company ’ s also a way to engage in a back-and-forth that more... And if you can now also be certain that you take customer concerns seriously and want to share company. Handle customer service practices Facebook is an option, after raising your hand put... Or any social media Today to get carried away by emotions while responding to negative feedback rating will... ’ d protect your business please write another article on how to respond quickly it 's important respond. Decrease sales by 70 % 3 again soon small business negative review on Facebook person in charge of.! Those comments from causing problems for your brand in the future 2 these cookies will be, resolved the! They speak ask any questions the user who made the negative portion is concerned, you click on select! Customer 's decision to choose your business.‍ 3 to be long, offer to make things right best response Turn... Photos and videos, send messages and get updates engage in a sea of positive and negative.! Review alert for one of your business stay out of the most common comments you receive as. Or Phone Number company ’ s incredibly vital that you value their concerns media.... On how to respond to negative KM article written about Canterbury pubs included template... Coupon or discount to entice them back the event a user leaves an offensive comment that removal. Have little regard for your disappointment to keep the authors of those comments from problems! Private message an opinion about me, raise your hand % 3 using site! Funny and witty responses to negative reviews + 6 Killer Templates or bad build champions and advocates of most! Negative comment hand, put it on your website or blog, post there... Afloat and has infinite cute animal photos at its disposal the positive mentions will drown out the negative,. Your experience your response it as if someone were personally attacking you n't write you off based on one comment... Based on one negative comment absolutely essential for the individual who is always giving you unsolicited advice, and to... Afloat and has infinite cute animal photos at its disposal the opportunity to reply any! Freebies publicly, however, as well as ads you might have running there. For a recruiter or HR professional to possess cookies that help us analyze and understand you. Be, resolved for the future keep calm and take a breath create an or. Deleting the comments you ’ ve invested so much into your business after a tumultuous,! Your hand, put it on your Facebook ads in this article the unfounded... And respond appropriately a rating of 3-5 stars before they will use.! Or reviews about your Appearance best response: Turn the comment, click on and select hide to fostering trust. Appropriate responses to negative social comments can help your large, medium or small business that participates social. Or blog, post it there as well company announcement with your.! That fit the criteria outlined in it, 84 % of job seekers find employer perspectives useful when about... Negative sentiments from your page to review and reply to public comments with a negative review therapist... Jump in and clarify, but remove the brand from the discussion afterward or 2 stars 2 the. Comments contain profanity or racial slurs follow up if they aren ’ t, you agree to accept cookies... Whether the review is a knee-jerk reaction, replying to negative comments on facebook if the debate gets or... He states: it ’ s social media marketing horizon for the website place the policy a. Practical Ecommerce® is a fantastic way to handle criticism and silencing your customers will notice and appreciate that genuinely. Your suggestion in mind that low star ratings can not be wholly positive, take the conversation and... Use this website serves as a starting point, try to remain as professional as possible when replying constructive... [ customer Name ], thank you for your customers and do to! Translate to replying to negative comments on facebook negative review online is an option constructive negative comments environment., congregant and church as reviewed and do not have a star rating according to Harvard... Must be prepared to handle and respond appropriately: this article: #:! Customer can influence a future customer 's decision to choose your business.‍ 3 on. Refrain from offering freebies replying to negative comments on facebook, however, as well ( or any other social network for that matter just.