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How to Respond to Negative Facebook Reviews

Social media offers a tremendous opportunity for businesses to benefit from word-of-mouth marketing. At the same time, it can really hurt you when people are sharing negative feedback. This post will give you some practical tips for responding in a way that benefits your online reputation.
responding-to-negativity

Negative reviews can be devastating for business owners, especially when they appear on a public platform like Facebook. It’s common to feel overwhelmed and defensive in response. But it doesn’t have to be that way. With courage and compassion, you can respond to negative reviews in a way that encourages dialogue rather than defensiveness. Let’s dive into some tips on how to do this.

Social media offers a tremendous opportunity for businesses to benefit from word-of-mouth marketing. At the same time, it can really hurt you when people are sharing negative feedback. Everyone has a microphone now and it’s easy for an angry person to spread their fury.

A study done in 2017 found that 93% of customers said that they read reviews to decide whether they thought a business was worth their time and money. According this this article on Forbes people trusted online reviews as much as they trusted recommendations from close friends and family.

Businesses are now dependent on how people write about their services and products. This has given rise to influencer marketing. Companies can sometimes get better results paying influencers with a large following on social media following then more traditional advertising methods.

Be Responsive But Not Reactive

The first step is to remain calm, cool, and collected—no matter how hard this might be in the moment. Take some time to process your feelings before responding publicly or privately. This will help ensure that you don’t say something out of anger or frustration that could damage your reputation further. It’s also important to remember that just because someone has posted a negative review, it doesn’t mean they are attacking you personally; they may simply want their experience with your product or service to be improved.

Show Gratitude & Empathy

When responding to negative reviews, show gratitude for the feedback and express empathy for the customer who experienced something unpleasant with your business. For example, “Thank you so much for taking the time to post about your experience with us. We’re sorry that it wasn’t up to your expectations. We’d love the chance to make things right.” Acknowledging the customer’s feelings without being defensive will help them feel heard and respected—and it also helps show other potential customers who read your response that you care about providing excellent service every time.

Solicit Additional Feedback & Suggest Solutions

Once you’ve expressed gratitude and empathy, ask if there’s anything else you can do or any additional feedback they would like share with you directly by private message or email. If appropriate, suggest solutions for rectifying the situation – for example, offering a refund or credit if applicable – so customers know what action steps are available if they aren’t satisfied with their experience. This also shows other potential customers who read your response that you take customer satisfaction seriously and will go above and beyond when necessary in order to make things right.

Turning a Negative Review into a Positive PR Move

A negative review is not the end of the world, especially if you handle it correctly. It can be a chance to show your integrity and character. Every comment and review can be an opportunity for your business to grow. 

Negative reviews can be tough—but responding thoughtfully with courage and compassion can help turn a negative review into an opportunity for dialogue between yourself and clients. By expressing gratitude for feedback received, showing empathy towards those who experienced something unpleasant with your business, soliciting additional feedback from dissatisfied customers, and suggesting solutions whenever possible, both parties have an opportunity come away feeling heard, respected -– which ultimately creates stronger relationships between businesses and their customers long-term.

How to Respond to Negative Facebook Reviews Promptly

Magenta CRM can help you respond to any review even while you’re on the go. Our mobile app allows you not only to see each new review, but you can also respond to reviews and request reviews from your clients. A fast response time will reflect positively on your reputation and ensure that potential customers see a thoughtful response to any feedback given to you. Our app is available on all of our pricing plans and will make managing all your online communication much easier.

Jenna Dunn

Jenna Dunn

With over a decade of experience, I've witnessed firsthand the challenges business owners face after launching their websites—juggling multiple tools just to manage their online presence. That's why I developed Magenta CRM, an all-in-one sales and marketing automation platform that puts your brand front and center.