Facebook may have started as a social media network, but it’s become one of the leading platforms for online business reviews. In a survey by BrightLocal, 46% of consumers reported checking Facebook reviews during the preceding 12-month period – more than Tripadvisor (29%), the Better Business Bureau (24%), Apple Maps (15%), Yellowpages (9%), Angi (9%), or Trustpilot (7%).
With Facebook reviews exerting so much influence, you need to be careful about the way you respond to them – especially when they’re complaints about your business. A misguided (or nonexistent) response strategy can damage your brand reputation and give consumers a negative impression. On the other hand, an empathetic response to a bad review can help you retain the customer and earn future customers’ trust - kind of the same as a positive review.
This guide will cover all the basics you need to know about responding to negative reviews on Facebook, including:
Always respond to negative Facebook reviews as soon as possible. While Facebook does not impose any specific response time requirements, you should aim to reply to each review within 24 hours of its publication date – the sooner, the better.
Be sure to enable Facebook review notifications, or, for an even more effortless solution, use a service that tracks and monitors reviews for your business, like ResponseScribe.
You don’t need to be formal when you’re responding to Facebook reviews, but it’s important to maintain basic standards of professionalism to make a positive impression on potential customers browsing your Facebook page. Before you respond to negative Facebook reviews, make sure your response is free of misspellings, typos, or other grammatical errors.
When you take the time to acknowledge and address the concerns of your customers, it shows that you truly care about their experiences and take their concerns seriously. It also highlights your unwavering commitment to resolving any issues or negative experiences they may have encountered. By doing so, you can build trust and loyalty among your customer base while attracting more customers to your business.
When it comes to handling negative reviews, offering a sincere apology to the customer is absolutely crucial. You don’t need to write a lengthy apology, but you do need to convey sincerity, understanding, and a willingness to make things right.
Start by expressing genuine regret for the customer's negative experience. Use phrases such as "We are truly sorry," or, "We apologize for any inconvenience caused." Here are a few more variations you can use:
Sometimes, a negative comment about your business can feel like a personal attack. However, while your emotions might be running high, it’s crucial to respond appropriately.
Maintain a courteous, respectful tone whenever you’re responding to negative Facebook reviews. Treating the customer with courtesy and respect can help you salvage the damaged relationship, while also making a positive impression on potential customers.
Every customer has their own specific needs and preferences, so tailoring your responses to them is vital. By personalizing your interactions online, you can make a remarkable impression on customers and even transform a negative experience into a positive one. This level of care and attention shows that you value each customer as an individual, enhancing the perception of your business in their eyes.
Your apology needs to be backed by some sort of action. Along with expressing remorse, you should also try to suggest a potential solution or resolution that adequately addresses the customer's concerns. This could involve providing a refund, offering a replacement product or service, or simply inviting them to contact your support team directly for further assistance.
Don’t try to end the conversation, but do try to move it to a more private setting. For example, you can ask the customer to send you a direct message, contact your customer support team via email, or call you to speak with a member of your team. Once you move the conversation offline (or to a direct message), you can go into detail discussing and resolving the issue.
Per Facebook’s review removal policy, “You can report Recommendations” – Facebook’s term for reviews – “that don't follow our Community Standards. We'll review your report and may remove Recommendations that don't follow our standards. Recommendations that only include a star rating can't be reported.”
First, double-check Facebook’s Community Standards to make sure the review you wish to report qualifies for removal as inappropriate content. To report the review, follow the steps in the screenshot below.
When you receive a poor review from an unhappy customer, it’s crucial to respond appropriately. The examples and review response templates below will show you how to put the nine tips we covered into practice.
Below, we’ve compiled three examples of effective ways to respond to negative reviews on Facebook, including fake reviews or spam. Each example includes a screenshot of the negative Facebook review, a summary of the reason for the negative feedback, and a modifiable template that your business can use when replying to negative reviews.
Reason for negative post from customer: Poor experience with customer service staff, charges for incomplete service
Template for responding: “Hi [Customer Name], thank you for [contacting, reaching out to, sharing your feedback with] our team. We understand the [disappointment, frustration] caused by the issue with your [payment, order, refund, etc.] and sincerely apologize for the inconvenience. We will be addressing the situation with our [leadership, management, customer service] team to ensure this doesn’t happen again. Please don’t hesitate to contact us directly if there’s anything further we can do to assist you! Thanks again for reviewing [Business Name].”
Reason for negative post from customer: Spam
Template for responding: Thank you for your review, [Reviewer Name]. [Business Name] is a [description of your business here]. As such, we believe this review may have been posted in error. If there’s anything we can assist you with, please contact us directly for further support. Thanks again for [reviewing, rating, sharing your feedback about, commenting on, etc.] [Business Name].
Reason for negative post from customer: Payment-related issue
Template for responding: “[Review Name], we at [Business Name] are [deeply, sincerely, truly] sorry for any inconvenience your [payment arrangement, rescheduled appointment, delayed refund, incorrect order, etc.] has caused you [and your family]. Please reach out directly to our [customer service, customer support, finance, leasing] team so that we can review your [account, upcoming appointment dates, upcoming payment, missing item, etc.] and work to get it resolved for you. We want all of our [customers, residents, diners, community members, etc.] to have a positive experience with our business, and we hope to hear from you soon. Thank you for providing us with your feedback.”
You’ve accomplished your goal of getting more Facebook reviews. Next, to benefit from your reviews as much as possible – including low ratings and negative comments – you need an efficient, organized system for responding.
One method is using AI tools to handle negative Facebook reviews. Using AI to generate responses is more efficient than writing every response from scratch, but this strategy still has several drawbacks:
ResponseScribe was designed to provide a better, more cost-effective alternative for businesses that are looking for review management solutions.
The way it works is simple: we monitor 50+ social media networks and review platforms for new ratings and reviews of your business, including Facebook, Yelp, Google, Tripadvisor, and the Better Business Bureau (BBB). Whenever you receive a new review, our expert responders and AI technology take immediate action to provide the customer with a fast, friendly, professional response that aligns with your branding and image.
We offer a range of pricing plans to meet your company’s needs – without exceeding its budget. You’ll never be locked into any contracts and are free to change plans at any time.
Over 10,000 brands trust ResponseScribe for local review management, including Kia, Burger King, Denny’s, Chick-fil-A, Storage King, Jersey Mike’s Subs, Wyndham, Aspen Dental, Admiral Pest Control, and more. Find out if we’re a good fit for your business. Get started for free – and start growing your business today.
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