How to manage negative customer reviews on Facebook?

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Managing your customer reviews directly influences your e-reputation , but you already know that! In an era where social networks are at the heart of your communication and customer relations , it is therefore relevant to take an interest in Facebook. This platform works like a classic social network, but that's not all. It is also possible to create local pages for each of your establishments , as you would on Google My Business . These pages have a tab where your customers can leave reviews to which you will have the opportunity to respond.

No one is safe from a bad review on Facebook, ignoring it could harm your bulgaria telegram number online reputation. In this article, we explain how and why to manage your negative customer reviews on Facebook!



1. The importance of good management of negative reviews on Facebook
2.
Conclusion


management of negative customer reviews on Facebook

1. The importance of good management of negative reviews on Facebook
Let’s start by looking at how mismanaging your negative Facebook reviews can impact your business.

First, your online reputation (or e-reputation) could suffer. If you do not respond to reviews or your response is not adequate (unfriendly or incomplete), your image will be tarnished. Indeed, 87% of French people say they refer to customer reviews to find out information and make a purchasing decision 1 : they therefore have access to your responses (or lack thereof), which can influence their perception of your company and/or your establishments.

Facebook reviews have a direct impact on your overall reputation because it is the most used social network: there are 2.989 billion monthly active users worldwide 2 . Your reviews are therefore widely visible and will therefore not go unnoticed.

Finally, beyond the impact on your prospects, don't forget your current customers. By responding correctly to the reviews they leave, even negative ones, you can improve their perception of your business, or even strengthen their loyalty .



management of negative customer reviews on Facebook

2. How to manage negative customer reviews on Facebook?
Best practices
To properly manage your negative customer reviews on Facebook, here is a checklist of good practices to put in place:

Respond to all your customer reviews ideally in less than 72 hours
Adopt a calm, courteous and above all professional posture. Avoid responding in the heat of the moment and demonstrate good faith.
Acknowledge the customer's dissatisfaction and admit that a mistake may have occurred and that it does not reflect on your overall service.
Propose a solution to resolve the problem : direct the customer to a contact method to extend the exchange and provide suitable resolution options.
Personalize your response , indicating the name/first name or nickname of the person and include the lexical field used in their opinion.
Continue the exchange privately: contact the person by email or telephone to ensure optimal follow-up and resolve the situation.


Response templates
If you’re looking for inspiration, check out our negative customer review response templates below, based on real Facebook reviews.
Let’s start with a review left on a tapas restaurant’s local Facebook page . The customer is unhappy and lets it be known.

negative customer review facebook

Example of a negative Facebook customer review

Here is an example of a response to provide:

“Hello Mr. Capron, the PAPA TOM restaurant team is sorry to hear about your dissatisfaction regarding your visit to our restaurant.