While your online reputation and social media marketing stratagem ought to comprise of promoting customer criticism on Facebook, this can have its pros and cons. Of course, your company’s name hinges on what those reviews say about your products, amenities, and attitude toward customer service. People are motivated to share two types of involvements on social media: Tremendously positive ones and depressing failures. Some brands will choose to disregard Facebook reviews or just not permit them. Either choice could be a blunder. Even if you get a negative review on Facebook, it’s simply a matter of communicating a proper response.
Reason Why They Are Vital
If you haven’t paid much consideration of how assessments can impact your business, it might be a good time to start. In short, an astounding 88 percent of customers will take a look at a local company’s reviews to measure its value. Regrettably, about a third of clients will take their criticisms online after they have had an unpleasant customer service experience. Not only do these customers want to get something off their chest, but most are also hoping for some sort of resolve to their problem. When something like this happens, this gives your company another opportunity to shine in front of millions. It is imperative that you take this opportunity to show millions of followers that you take customer service seriously. To not, would mean that you may turn off several customers and possibly lose them to your competitor that does express diligence towards customer care.
The Proper Way to Respond
When you are not dynamically asking for customer feedback, you might get more negative reviews than you do positive ones. The reason for this is because people who are dissatisfied are highly motivated to say something. So, should you let it slide or respond? In almost every instance, it’s best to respond and respond quickly. An additional good tip is to make your review brief but tailored to the reviewer’s experience. A few other tips for replying to negative Facebook reviews include:
- Write a non-confrontational answer to the customer’s review with some precise keywords that let them know you have indeed read and understood their review. Express genuine regret that the customer had an unfortunate experience. There is nothing worse than cookie cutter responses.
- Thank the customer for taking their time to give you honest feedback.
- After you have made an apology to the customer, extend an offer to discuss the situation further and be afforded the opportunity to make things right.
- Let the customer know that the issue has been (or will be) addressed.
- Side-step stating your business name in the review so that it is far less likely to be found in a search engine query with the negative review.
It’s not just your reviews that matter anymore, but how you answer to them — every single one. Nearly one-third of consumers who check online business reviews, check to see how a business answers to their criticism. Reviews are just a small part of your company’s online reputation, but these alone are time-consuming and sometimes monotonous to manage.