How to Handle Negative Reviews on Your Facebook Fan Page – Pt. 2

Handle Facebook Reviews

How to Handle Negative Reviews on Your Facebook Fan Page – Pt. 2

Step #4: Support your response with as many factual details as possible

Let’s get one thing clear. Opinions are like noses. Everybody has one. If you’re going to rebut somebody’s opinion, make sure that you base it on facts. Spell out the specific scenario that they’re complaining about. This emphasis on facts gives third-party observers the information they need to make a balanced assessment of your situation.
These people might still think that you did something wrong but at least now there is some sort of context. It is no longer blown out of proportion. It no longer appears as some sort of crisis. Do you see how this works? Create context by supporting your response with as many factual details as possible.

Step #5: Admit that there is always room for improvement and you’ll work to improve the value you offer.

This is crucial. After you’ve laid out the facts, don’t think that you’re off the hook. That’s actually just the beginning. Instead, tell people that there is room for improvement and will work to improve the value of the service or products that you offer. When you do this, you come off as extremely professional.
You’re not blowing off anybody. Instead, you are using this as a learning opportunity to step up the value you offer to the public. This makes you look like solid gold because your competitors are not doing that. They’re nowhere to be found. You use what would have been a very negative situation and turn it around to possibly add value to your brand.

Step #6: Spell out the steps you plan to take

Telling people that you are going to improve the situation or solve the problem is one thing. Actually spelling out the steps that you plan to take is another matter entirely. When you spell out your plans, this brings home the message loud and clear that you are serious. Accordingly, people should take you seriously. They start looking at your brand with new-found respect.
Don’t neglect this step. Otherwise, it would seem like you’re just blowing people off by saying the right things at the right time to produce the right effects. That doesn’t make you stand out in the big scheme of things. It would come off like you’re just another company trying to get out from under a sticky situation.

Step #7: Welcome feedback

Near the end of your rebuttal, welcome feedback. This is very important because it creates
participation. It gives people the sense that your brand is a brand that they can be part of. There is some sort of emotional ownership there.

Step #8: Thank the reviewer

Don’t neglect to thank the reviewer. Tell them that you are sorry that it panned out this way or that things did not turn out as they had expected, but thank them anyway. This lets people know that you appreciate honest feedback. You’re not just there to savor positive feedback when things go well.
Instead, you are serious about truly learning from your customer base.
Again, the whole point here is to make your brand stand out from the competition. You can bet that most of your competition would rather not hear from negative reviews.

Step #9: Reiterate your commitment to the needs of your customers or viewers

In one final sentence or a final phrase, bring home the point that you are committed to helping your customers and viewers. In other words, when you are serious about leveling up the quality of your offerings. You’re not just blowing people off. You’re not just telling them stuff that they wanted to hear. Instead, you’re actually going to take action based on the things you learned from this interaction.
If you execute the steps above correctly, not only will your brand be preserved after a negative review, it might possibly come out ahead. People might develop a much greater respect for your company and what it has to offer after they see how you deal with adverse customer interactions.

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