Last week, we tackled the issue of dealing with negative comments on Facebook. Today, we’re addressing the topic of Facebook ratings, their pros and cons and whether or not you should remove ratings all together from your Facebook brand page.
Negative comments and ratings can be a challenge for many reasons but often the biggest obstacle is overcoming the hurt feelings they produce. When and how you respond to negativity on social media can mean the difference between a relationship building opportunity and an unnecessary PR crisis.
Negative Facebook Ratings: What’s a Brand to Do?
Being online is a non-negotiable regardless of what industry you are in. Combine that fact with the reality that everyone wants an answer right this second and negativity quickly goes from an “If it happens,” to a “When it happens,” scenario.
It’s essential that you have a social media strategy in place with anticipated responses to questions, comments and low-star ratings on Facebook. You can even apply these tactics to other rating systems like Yelp. Remember, one of the worst things you can do is respond out of hurt or anger or ignore a negative rating.
How to Deal with Negative Comments on Social Media (Pt. 2)
Odds are you won’t have too many negative ratings to combat. Instead, you’ll have a variety of ratings, mostly on the high-to-mid end of the star rating system. However, when you do encounter a less than stellar rating, today’s video will help guide you through how to respond as we cover these topics:
• How to follow up with customers
• How to remove Facebook’s rating system from your company page
• How to know what actions to take with your company
Whether your customers leave positive or negative reviews, make sure that you stay aware. Reviews (and comments) can be a great way to gauge perception of your company’s brand.
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