Facebook Reviews sound scary. They’re one of the only things on Facebook which a page administrator has zero control over. But what if I told you that even bad reviews can be a powerful tool for your business? As long as a business is diligent about communicating with the users who leave reviews, they can maintain the upper hand.
When a user gives your business a good review, thank them! Sincerely and enthusiastically thank them for taking the time to tell the world that they think you’re great. They went out of their way to do something nice, so show them the gratitude they deserve.
When a user gives your business a 2 or 3 star review, thank them! Thank them for their candid and honest feedback. Then ask them what would have earned a 4 or 5 star review. Take their feedback into consideration, and let them know that you value their input and that you hope they’ll return for a 5 star experience.
When a user gives your business a 1 star review, thank them! This time, thank them for their honesty and for letting you know where you can improve. This might be the most powerful review response out there. When you own that you’ve made a mistake in business, people appreciate it. When you tell them how you’ll make it right, they really love it. Apologize for the poor experience, and outline the steps you’ll take resolve the issue. Invite them back. Ask them to give you another chance and let you win them back as a customer. More often than not, people just want to feel heard and valued.