52% of consumers told us they wouldn’t use a home service business if they had poor online ratings.
So what do you do when you receive a mean, damaging, or otherwise negative Facebook review?
First, before beating yourself up, recognize that you’re not alone. Everyone gets a bad review eventually. Also, know that a couple of bad reviews here or there won’t hurt your business. Finally, understand that you cannot delete a negative Facebook review left by one of your customers.
So, if you can’t delete a Facebook review, what can you do? You have a few options:
- Report Facebook reviews you believe are false
- Temporarily remove reviews from Facebook
- Resolve the complaint to build stronger customer bonds—and even get customers to edit or delete their negative reviews
Ready? Let’s jump in.
Option 1: Report the Review to Facebook
Facebook will remove reviews that violate Facebook’s Community Standards. These include fake reviews and reviews that include hate speech.
If a negative review on your Facebook page violates these guidelines, you can report it and have it removed.
Step 1: Identify Fake Reviews
Generally speaking, you can identify false reviews by the language used. If descriptions are vague, sentences in-cohesive, the review doesn’t relate to your service, or the reviewer recommends a competitor of yours, chances are it’s a fake review.
To double-check the legitimacy of the review, confirm all the details of the complaint:
- Is the customer in your CRM?
- Are there any notes that explain what happened on the job?
- If you have a team of employees who worked on a job, speak to them to confirm specifics. If you can’t find any information about this client, chances are it’s fake.
Spotting false reviews is not an exact science, and you’ll have to handle each one on a case-by-case basis.
You can also report the review if it contains hate speech, threats, or private information.
Step 2: Report Fake Reviews
Once you’ve confirmed that a review is fake and/or violates Facebook’s Standards, report it to Facebook by following these steps:
- Visit your Facebook review page
- Navigate to the review in question and click the three dots in the upper right-hand corner
- Click Give Feedback on This Recommendation
- Follow the instructions. Let Facebook know why you’re reporting the recommendation by choosing from several options such as recommendation not relevant, unfair recommendation, spam, harassment, and so on.
Facebook does not provide an exact time for how long it takes to review a complaint. But, if all goes according to plan, they’ll confirm that the review is fake and remove it.
Option 2: Remove Reviews from Your Facebook Page
Facebook also gives you the option to temporarily remove reviews so customers can’t see them when visiting your Facebook business page. The only catch? Enabling this feature hides all reviews—positive and negative.
Reviews help customers decide who to hire. Is it a good idea to remove them?
There are a few cases when you should. Maybe you feel you have a few bad reviews which, on their own, could ruin your reputation.
Or, perhaps you’re experiencing a tough patch and receiving a large number of negative reviews, which makes it challenging to get new business—despite the many other positive reviews you have.
Removing all Facebook reviews is a temporary solution that lets you buy time to fix your problems, without any further negative impact on business.
It gives you more time to reach out to unhappy customers, learn about their issues, fix any problems, and hopefully get them to delete their negative review and replace it with a positive one (more on that in the next section).
It’s also pretty simple.
Follow these steps to remove reviews from your Facebook page:
- Visit your Facebook business page
- Click Settings in the top right corner and select Templates and Tabs
- Scroll down to Reviews and click Settings
- Toggle the Show Reviews slider to Off and hit Save
Option 3: Turn Negative Facebook Reviews into Positive Ones
Receiving the odd negative review is part and parcel of running any service business. Instead of seeing reviews as a bad thing, view them as an opportunity to improve your business, win back unhappy customers, and build even stronger customer relationships.
You can get better at managing your reviews, fix customer problems, and win back their business. Here’ show:
Step 1: Respond to all negative Facebook reviews
This shows the unhappy customer—and all potential customers—that you take their complaints seriously.
When responding to negative reviews, make sure you always:
- Remain polite and professional
- Address the customer by name
- Apologize and acknowledge their problem
- Offer a resolution and insist on taking the conversation offline to prevent any further damage to your reputation
Step 2: Send a follow-up
Once the problem is resolved, send the customer a follow-up email asking them if they’re happy with the resolution.
Step 3: Ask them to edit or remove the review
If the customer is satisfied with your solution, ask them if they’re willing to remove or edit their negative review.
Chances are, they probably will be. If this is the case, simply instruct them to locate their review on Facebook, click the three dots in the top right corner, and select either Edit or Delete.
If you follow these steps, it’s not unlikely that they’ll change that 1 star to 5 stars, and tell their friends about it, too.
And just like that, you’ll have demonstrated your commitment to customer service, and turned a deeply dissatisfied customer into a raving fan.
It Is Possible to Fix a Negative Facebook Review
You may not be able to delete a Facebook review, but you do have options: determine if the review is fake and report it, remove all reviews from your Facebook business page, or better manage negative reviews to deepen customer bonds.
And remember: Just because getting the odd bad Facebook review is an inevitable part of doing business, doesn’t mean you can’t find ways to reduce how often you receive them. One way is to use service business software like Jobber. Jobber lets you:
- Send satisfaction surveys
- Ask for positive reviews
- Send automated follow-ups as soon as the job is complete to nip any problems in the bud early on.
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