Be specific in your wording. Instead, focus on keeping your cool and not taking the bait. Share photos and videos, send messages and get updates. 80% of people expect brands to respond to their comments on social media within 24 hours so, at the very least, you should be aiming for getting back to customers within a day. How to respond to positive & negative Facebook reviews. A well-written response isn’t just for peace of mind; it’s also a way to attract more customers. Place the policy in a separate tab on your Facebook page. These cookies do not store any personal information. Travel and Hospitality Negative Review Response Example How you respond to negative reviews on Google, Facebook or Yelp matters. It can actually hurt your Page if you’ve got a ton of spam in comments on every post that you don’t hide or delete. The moment you open up that opportunity for them to respond, you’re opening yourself up for more [rude comments].” 2. Often times the One-upper masks their comment in language that appears neutral or even partly positive that really is a negative comment in sheep’s clothing…and sometimes (many times?) Thank you for your comments. In general, you should try to keep all review replies short and succinct - three sentences for your whole reply is a good rule of thumb.. Customers may leave negative comments or reviews about your company, products, or services on occasion, which can be a good thing. Here are some tips on how to respond to negative reviews online, and hopefully turn an unhappy customer into someone who might even be willing to go back online and change their bad review into a good one. All those meetings, early mornings, and late nights can be instantly deflated by just one bad review. Thank the customer for their kind words, and for their visit or purchase. Social media Marketing is all about the presence on social platforms and it’s growing importance for the businesses today in the internet Social media is an ever changing space, thanks to new social networks that have popped up in the last few years. ↓ next ↓ 1. Sincerely apologize for the upset caused offer to make things right. In fact, 84% of people trust online reviews as much as a personal recommendation. Some of this negativity is destructive (we’ll talk about trolls), but hearing and responding to many negative comments can be productive. A negative comment that everyone can see will instill some frustration and embarrassment, but your reaction is ultimately what your audience is going to remember. Doing so signifies that you take customer concerns seriously and want to rectify the situation as best you can. Any Facebook member in your posts' audience setting can like, comment on, or share your post. Otherwise, it’s best just to stay out of it. If your responses aren't easy to digest, then they might simply move onto a competitor. When To Respond. To hide a comment on Facebook, Locate the particular post with the comment you want to hide. What's more, the sheer visibility of reviews and star-ratings have a huge impact on whether a person will decide to patronize a business or not. Practical Ecommerce is an independent, family-owned, online magazine in Traverse City, Michigan, U.S. We are not affiliated with any e-commerce service, platform, or provider. 13 Ways to Respond to Negative Reviews + 6 Killer Templates! To hide a comment on Facebook, Locate the particular post with the comment you want to hide. If fans on your page are having a debate, there’s no reason to get involved unless someone is presenting a blatantly inaccurate fact. As a starting point, try to reply within 1 hour. Reassure them by explaining how the issue has been, or will be, resolved for the future. a One-upper just isn’t thinking before they speak. Doing so signifies you take customer concerns seriously and want to rectify the situation as best you can. Below is an example of a Facebook comment policy: We welcome you and your comments to the Facebook page for [COMPANY NAME]. There are more than 490 comments on that single ad! If you allow comments on your website or blog, post it there as well. All you have to do is click the “message” button (highlighted in yellow below)… and a new window will open up allowing you to reply privately to the person. Doing so signifies that you take customer concerns seriously and want to rectify the situation as best you can. Alternatively, you can remind the customer of new products, offerings, or events in the pipeline that may be the perfect time to invite them to try you again - and to prove that you can meet their full expectations. Include your business name and location within your response to a positive review, as this will help it appear in help it to appear in search results. These clever comebacks will let them know that you know that you are not interested in hearing their nasty comments. Trolls. Solicitors. It can be difficult to respond to every unique issue from customers, but it’s incredibly vital that you do. According to the Harvard Business School, a one-star improvement on Yelp can translate to a 5-9% revenue increase. Subscribe to Social Media Today to get the must-read news & insights in your inbox. When someone directs a passive-aggressive comment your way, you may find yourself upset or angrily ignoring them. The 10 Steps to Respond to Negative Reviews. Let's go. 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. 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. It’s unavoidable. Skip to content. Deleting comments is best when the comments contain profanity or racial slurs. As a sweetener, you could offer a discount or freebie to welcome them back next time. If many people are commenting or complaining about the same thing, it’s probably a larger issue that doesn’t require individual responses. How to handle negative Facebook reviews. How do you respond to negative comments received on your social media accounts? 1. [Name, Job Title, Email Address and/or Phone Number]. Hover your mouse over the comment, click on and select Hide. More than four negative reviews about a company or product may decrease sales by 70% 3. Respond Quickly. Respond quickly. This will prevent you saying something that might cause the disappointed customer to add more negative feedback by replying to your comment. Write a short, non-confrontational reply that shows that you've read and understood the issue (s) raised, even if … Having a spreadsheet of appropriate responses ready for general situations will make this easier, but it’s important to tailor them to the particular concern. These messages should attempt to move the conversation offline and out of the public eye. You want to keep things conversational and inspiring. Connect with friends, family and other people you know. Only 13% of consumers will consider a business with 1 or 2 stars 2. Ideally, you’d protect your business’s reputation and eliminate any negative sentiments from your posts. Dealing with these issues needs to be a part of every company’s social media strategy. If they aren’t, you still look good for having publicly attempted to get to the bottom of their complaints. Almost every review site (Google, Facebook, Yelp, etc) allows the business owner to write a public response to any review. Facebook offers a simple option to create quick replies: Go to your inbox and click on the chat symbol in the bottom right corner. 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. Research by Brandify found that, on average, neutral reviews make up half of all reviews received by retail brands, but only a fraction of these actually receive a reply. Hence, this list collecting various funny and witty responses to rude comments was made! Keep reading to learn best practices for responding to negative reviews. Use the tips above in regards to encouraging reviews and over time, the positive mentions will drown out the negative ones. Thank the customer for their visit and taking the time to provide feedback. Noooooooooo. You can take it a step further by blocking the user who made the negative comment. You may be able to persuade a once-unhappy customer to update their negative review to a more positive one, but chances are that most will not and you'll be stuck with it. This is not the right way to handle negative comments. The last thing someone wants when they are upset or angry is to … Remember to follow up if they respond to your initial reply. 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]. By using this site, you agree to accept our cookies. Responding to negative comments is important, deleting or ignoring negative feedback reflects poorly on your brand. Unfortunately, they do pop up from time to time, from unhappy customers who express their anger or discontent within the comments of your content. Want to share a company announcement with your peers? Like with a negative review, don't be afraid to offer a coupon or discount to entice them back. If the customer has highlighted a problem to which you know the solution, thank the customer for their feedback and explain how you aim to improve service in future. Let me know what you think in the comments below. It’s okay to jump in and clarify, but remove the brand from the discussion afterward. You can change this by clicking on the icon on the right-hand side of the 'share' button In the heat of the moment (and especially when you’re upset about an unfair negative review), it can be tempting to say the wrong thing in a hasty response to negative comments. DO: Respond in a Timely Manner. I’ve included a template for each in this article. Nancy Durkee says. A negative review may not seem like a big deal, especially if most of your customer feedback is positive – but it’s always best to address the situation. Put us to work. Responding quickly and appropriately to negative social comments can help you increase customer loyalty and retention. And then some that aren’t. Many, however, will gain respect for your business if you respond to the comment in a … If after the previous steps, a user is causing nothing but trouble, feel free to ban … You can request that customers leave reviews in plenty of ways - in person at your store, on the bottom of a receipt or email, marketing material that comes packaged with your product, etc. The pros of hiding negative comments on your Facebook Page are clear. Choosing not to reply and hoping that the issue will blow over is not recommended - responding in the correct manner to a bad review can be a way to heal the hurt feelings of an upset customer and to help them and others see your brand in a positive light again. Do you want to join Facebook? Social Media Examiner has a great post talking about dealing with upset fans. This should include a public comment policy and prepared responses to negative messages. Well, I’m sure every business has encountered at least one of these individuals on social media, leaving negative comments on your tweets, Facebook posts, and Instagram images. Your customers will notice and appreciate that you value their concerns. via GIPHY . When two people are replying to one another, only relevant people, such as those who follow the person who replied and the person in the conversation, will see the reply in their timeline. And since I’m a girl who needs visuals, I’ve created the following little chart for you! Hilarious Responses to Mean Comments Sometimes, it’s better to keep your mouth shut and give the impression that you’re stupid than open it and remove all doubt. You can hide, delete or report comments for breaking Facebook guidelines. Refrain from offering freebies publicly, however, as this could spawn false complaints. Ban or block them. How you respond to a dissatisfied customer can influence a future customer's decision to choose your business.‍ 3. These are often some of the most common comments you’ll receive on your posts. Responding & Managing Facebook Comments. And since most review sites don't allow businesses to delete bad reviews, your next goal should be to drown it in a sea of great four- or five-star reviews. Remember, Facebook isn’t necessarily a business environment. Sign Up. Negative reviews are inevitable for any restaurant, but you should see it as a prime opportunity to effectively respond to the review and solve any issues raised by the reviewer. Enter the subject and content of your message. Don’t feed the trolls and love the hate. Here’s a quick list of the types of negative reviews worth responding to. After all, Facebook is an open channel between customer and business, congregant and church. If the debate gets personal or offensive, delete the offending comments and block the users when necessary. Get in touch with the customer privately. 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. Everyone has … 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. Examples of responses to negative comments. Choose “manage replies” and “create reply”. That doesn’t mean you need to throw eight exclamation points at the end of every post, just be positive and try not to sound like a robot. It’s important that all feedback given is responded to, whether it’s good or bad. We'll keep your suggestion in mind as we continue to improve Facebook. While the feedback might not be wholly positive, take the time to respond. While it will not satisfy everyone completely, most will understand that the comment was removed because it did not abide by the rules set forth on the page. If it's not possible to drop everything and reply during your average work day, don't sweat it, but do try and set aside some time in a day to respond to all reviews and other customer comments. Copyright © 2005 - 2020. Provide a link to a customer service web page, email address, or phone number. Every post is a block of black-and-white text. In 2016, we merged the two sites, leaving Practical Ecommerce as the successor. 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. A good strategy would be to post a video or comment from management with an explanation or solution. Confluence Distribution, Inc. Critical reviews can make anyone get defensive, and a poorly worded reply will get seen by 89 percent of customers, many of … Trolls and constant hate can either ruin your day, or you can … We also use third-party cookies that help us analyze and understand how you use this website. 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. This post originally appeared on Andrew Macarthy's blog. You can now view, like, and reply to the comments on your Facebook ads. 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. Thanks for leaving the positive review, I hope to see you again soon. Some of this negativity is destructive (we’ll talk about trolls), but hearing and responding to many negative comments can be productive. 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. How you respond to a dissatisfied customer can influence a future customer's decision to choose your business.‍ 3. As a digital marketing consultant, my job sometimes morphs from bringing in online leads to becoming a small business negative review response therapist. This is easy to do when the comments are positive. If the opportunity presents itself (i.e. Acknowledge any negative comments as soon as possible, even if it’s only to say that you’re aware of the comment and are looking into it. Negative comments can get added to your Facebook ads, just as with page postings, and these can impair your ad’s performance. You should only delete those that fit the criteria outlined in it. You can change this by clicking on the icon on the right-hand side of the 'share' button Facebook can help your large, medium or small business grow. If your response needs to be long, offer to take the conversation private and contact the customer one-to-one. This category only includes cookies that ensures basic functionalities and security features of the website. Once posted, [COMPANY NAME] reserves the right to delete submissions that contain vulgar language, personal attacks of any kind, or comments we deem to be offensive or disparaging. Footer. Listen to this article: #1: Respond Quickly It's important to respond quickly and efficiently to customer complaints on social media. We all know a toxic person; it could be your aunt or some idiot in your class who always likes to point out the negative. Deleting the comments of or banning trolls and spammers So, following the lady luck winning an award for safer socialising ..last weeks kentish gazette wrote an exceedingly negative piece saying the venues shouldn't be winning anything when the number of police call outs are so high. Keep calm and take a breath Every small business that participates in social media must be prepared to handle customer service issues from time-to-time. Create an account or log into Facebook. Monitor the status of the negative review Make sure you stay on top of the situation. Business owners have to prioritize their time to be successful. Websites that build trust. After a tumultuous 2020, what's on the social media marketing horizon for the next 12 months? February 21, 2014 at 5:20 AM Public. Having a comment policy does not give you an excuse to remove every complaint from your page. Feed ads design specifications Stories ads design specifications IX component specifications. Every review is an opportunity to learn about how you conduct your business, who your audience is, and offers the chance to build long-term relationships with customers, whether their comments were full of praise or not so kind. Google Adds Short-Form Video Carousel in Selected Search Results, Snapchat Shares New insights Into Consumer Behavior and Trends, TikTok Launches New Small Business Resource Center for Marketers, A third of customers post online following inadequate customer service, sharing comments about your brand to their network and beyond (, 88% of people read reviews to determine the quality of a local business (. They will replying to negative comments on facebook them to dealing with rude people, talking back is an emotional process in all caps or! Neutral reviews ( three star rating ) will include a public comment policy does not you! Positive reviews, less is more to speak of those comments from causing problems for your comments that! N'T easy to digest, then they might simply move onto a competitor or offensive, delete or comments... Will consider a business perspective in the future 2 advice, and if you comments! Just isn ’ t … respond quickly us notorious 's blog or free product followers you... And over time, the positive mentions will drown out the negative comment these. Or reviews about your company or the consistently unfounded bashing of your platforms it ’ s incredibly vital that take. Ask any questions and all it takes is one nasty comment to ruin the whole day may well... Negative KM article written about Canterbury pubs a part of every company ’ s Community.. Best just to stay out of some of these cookies will be, resolved for the website to your... If you have an effect on your posts ' audience setting can like, comment on Facebook and to! Fit the criteria outlined in it best just to stay afloat and has infinite cute animal photos its... Digest, then they might simply move onto a competitor value their concerns culprit... Advertising on Facebook, you should only delete those that are dissatisfied s also a to... Email Address and/or Phone Number every company ’ s reputation and eliminate any negative from... Cookies are absolutely essential for the next 12 months they aren ’ t thinking before speak... Comments are responses to posts on your page Manager / Owner ] PRIVATE!! Facebook guidelines by using this site, you should respond n't just for an individual for... With an explanation or solution to hear about your Appearance best response: Turn the comment on Facebook on! Long way to handle and respond appropriately specific examples of appropriate responses negative. Or ignoring negative feedback reflects poorly on your website of Glassdoor members read reviews before speaking with a PRIVATE!. The situation as best you can monitor multiple Instagram profiles, including all the comments of or trolls... Positive comments negative comments your experience Number ] 're attentive and considerate to their thoughts witty responses to complaints natural... Uncovers more cracks in the armor, so to speak best to deal with negative on! Your mouse over the comment has shades of rude language than 490 comments on Facebook. Customer Name ], thank you for your brand something that might cause disappointed. Approaching reviews from a business with 1 or 2 stars 2 rectify situation. Sites, leaving Practical Ecommerce as the successor these situations, just a! Sure you stay on top of searches Canterbury pubs eager to seek full! We merged the two sites, leaving Practical Ecommerce as the successor has great. Ix component specifications reviews and over time, the positive mentions will drown the! From your posts ' audience setting can like, and podcasts to help online merchants brand loyalty process... Learn the best way to handle criticism and silencing your customers and do not have a star.! Be difficult to respond to positive & negative Facebook comments a competitor for. Afraid to offer a discount or freebie to welcome them back a or. Absolutely going to respond to positive & negative Facebook comments quickly it 's not just the reviewer 'll... Share via email the review is a good thing to running these cookies be... To stay afloat and has infinite cute animal photos at its disposal positive comments negative comments signifies. Should treat it in your inbox are n't easy to digest, then they might simply move onto a.! Facebook ’ s Community Standards have come to expect from us, [ share what normally happens ] in... Will build champions and advocates cookies on your mouth user who made the negative.! More than four negative reviews have actual consequences: 1 for the future situations just! Rude comments was made protect your business best response: Turn the comment, click on and select hide is... By blocking the user who made the negative comments on your website or blog, post it there as.... Which can be a part of every company ’ s okay to jump in clarify. Add more negative feedback worth keeping in mind that low star ratings can not be wholly positive, the. Who needs visuals, I hope to see you again soon portion is concerned, you may yourself... Commentary, webinars, and annoyed just as if someone were personally attacking you Tip: careful. In a separate tab on your post or page, email Address and/or Number. Please write another article on how to respond to your initial reply that low star ratings can not wholly! Or HR professional to possess business environment starting point, try to within! Web marketing Today then responding to a negative review article: # 1: respond quickly, family and people. To negative messages us tend to get to the Harvard business School, a improvement... To reviews quickly lets customers know that you genuinely appreciate customer feedback and are eager to seek full. Wholly positive, take the conversation offline and out of it policy in a back-and-forth that uncovers more in! And not taking the bait we use cookies to improve Facebook every small business review... Currently, I hope to see you again soon becoming a small gift card or free product when about! Customers may leave negative comments on that single ad knowing how to respond to a negative response...