How To Handle Negative Reviews on Facebook?

If we are being entirely honest here, negative reviews are certainly an eye soar to see flooding all over social platforms. For a brand to successfully stand out from its competition, it is crucial for us to ensure that negative reviews do not overpower the positives. 

Considering the rapid reactions on Facebook these days, keep in mind that your brand is always vulnerable to receiving backlash from people out there. In such instances, we will be sharing with you some simple yet effective ways on how you can deal with negative reviews on Facebook moving forward. 

Reply To Those Comments

Although this might consume most of your precious time, leaving negative reviews unattended is always a BIG NO-NO! When customers reach out to you, more often than not, they expect instant replies. And if you are not quick to reply to those comments, long story short, this is not going to end well for your brand image. 

By offering a quick acknowledgement, your customers will be more than happy to see at least a response to their review. Although it might not be a pleasing review from their end, as a marketer it is your duty to reply when time permits you to do so.

Sometimes Sorry Isn’t The Hardest Word After All

Ever wondered why apologizing publicly on Facebook is always a good habit to practise? Because when you publicly apologize for a mistake that you may have caused unintentionally, it builds instant trust among your customers moving forward! Also, avoid using repetitive responses to reply messages. Instead, try personalizing your message as much as possible to get it tailored perfectly to your customers' questions. 

Remember, any company that can swallow its pride to say sorry, is a positive and caring company at large. At the end of the day, this is your ultimate goal, to infuse trust and originality in whatever you do as a company holding a brand image.

Deal With Sensitive Issues Behind The Scenes

When you have encountered a sensitive issue on Facebook, the best solution would be to deal with it offline. Consider replying to such comments via private message on Messenger if that’s what it takes to get the issue resolved. Alternatively, you might also want to include a personal number for customers to call your company and get things right. 

When you deal with such issues offline, it eliminates your brand from attracting further problems among other customers on Facebook as well. Sensitive issues should be dealt privately for a reason because you do not want your brand to be associated with bad remarks for an extended amount of time. 

Right after the issue has been successfully resolved, take a split second to respond to the aforementioned review once again, only this time with a sense of gratitude. When you display decent mannerisms towards your customer even after the issue has been sorted, your customer will be appreciative of you for working closely together until the end. 

By achieving this, your business will also be rewarded with an extra value added point in the public eye for its ability to deliver ultimate satisfaction until the very end!

The Final Say 

Portray a friendly tone when you are faced with negative reviews on Facebook at all times. Although this may be a struggle, your brand and company will reap the benefits in the future. Keep in mind that it’s always never too late to apologize for a mistake. Just remember to deal with it professionally. 

Image Source: Rize / Techno Goober