How to Deal With Negative Facebook Reviews
Having Facebook is both a blessing and a curse for a company. How do you deal with an unhappy fans? It is important to understand that there will be people who don’t like your business or organization, but sometimes these reviews are hurtful and abusive.
It makes you look good as a company that you are actually addressing issues with your organization. No matter the review you should always respond. Possibly have previously approved responses that your team can utilize. You should always respond to their review and state that you are sorry they had a bad experience and you would like to make it up to them.
If the review is offensive or has nothing to do with your company there several steps you can take to deal with the bad review. First things first is you can report the review to Facebook. You can also ask other members at your business/organization to report the review as well. This helps to bring the attention of the review to the admins at Facebook.
Yes there is the option to block the person but that only blocks them from your page. Other users will still see the bad review. Unfortunately as long as you permit the Reviews option on your page, you can’t stop anyone when they make a scathing, false, or misleading review containing lies, false accusations, or attacks on your integrity and credibility of you, your business, or the circumstances. You can deactivate the Reviews option but then all of you good reviews will no longer be visible.
Another best practice is to personally message the person and ask them if they can take it down. Explain that is has nothing to do with your company or that is is abusive or offensive.
Many bad reviewers and 1 star reviewers are trollers looking to improve the look of their own page. You can look at the person’s account to see if it is a fake or they only give bad reviews. These are indicators that this person/account probably isn’t a true person. You can report it to Facebook as well.
You can also ban a user from your page. If the offended party is unreceptive to your customer service attempts and extremely hostile, banning the individual is a last-resort option. And anyone leveling expletives or racial slurs against your staff or fans should be banned.
Again, always responded no matter what. Use your best judgement, be professional and courteous always. We wish you the best of luck!