Meg Brunson

Marketing & entrepreneurship with a former Facebook employee, redefining FamilyPreneur "balance" by involving kids in business.

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What To Go When You Receive One-Star Facebook Business Page Reviews

April 30, 2018

All Facebook Pages give the option of allowing users to review them. Displaying Facebook Page reviews is a great way to show social proof. People want to see that other people like your business. It makes them think that they may like to work with you too! It's not just facebook that people can leave reviews on either, why don't you check out an alternative like this site that can increase online reviews. But, what happens when you receive a one star review? For a business owner you may feel sad, disappointed, or even angry. It’s totally okay to feel any of these ways. If it is too much for you to handle then I would suggest looking into reputation management companies. However, there is a right way, and a wrong way, to handle a negative review. As well as Facebook reviews, I like to use google reviews and find using this google review link generator super helpful!

84% of people trust online reviews as much as a personal recommendation. Click To Tweet

Set your Facebook Page up to receive reviews, and know how to react when you receive an unfavorable review - EIEIOMarketing.com

ACCEPTING FACEBOOK PAGE REVIEWS

Every Page can accept Facebook Page Reviews. If your Pages is already set-up to receive reviews, you will notice “Reviews” as a link in your Tab menu. Since you can control it’s placement, your Reviews tab may be anywhere in the side bar. I prefer to have mine up near the top, which also keeps my Facebook Page reviews near the top of my timeline (as you can start to see in the screenshot).

Set your Facebook Page up to receive reviews, and know how to react when you receive an unfavorable review - EIEIOMarketing.com

ACTIVATING FACEBOOK PAGE REVIEWS

If you don’t see the “Reviews” tab on the left side bar, you can go into your settings to activate it.

First, click into your Settings – then into Page Roles.

Scroll down to the very bottom and click on “Add a Tab” then find the Reviews Tab, and click on “Add Tab,” then close the pop-up.

Set your Facebook Page up to receive reviews, and know how to react when you receive an unfavorable review - EIEIOMarketing.com

The newly-added Reviews Tab will default into the lowest listing order. You can rearrange the order by clicking on the 3 horizontal lines (aka. the “hamburger”) then drag-and-drop into the order you prefer. As I mentioned earlier, the order of your tabs will also indicate the order of the sections at the top of your Timeline. I like having Facebook Page Reviews up near the top so that it’s easy to see and find.

Set your Facebook Page up to receive reviews, and know how to react when you receive an unfavorable review - EIEIOMarketing.com

HOW FACEBOOK PAGE REVIEWS WORK

It’s important to know that you can turn Facebook Page Reviews on or off. If your Page accepts reviews, it also must display them. You can not moderate, edit, or delete Facebook Page reviews left by others. This is generally not an issue until your business receives a bad review. Then, businesses want to delete the bad review – which is impossible. But there are some options when it comes to handling bad Facebook Page reviews.

74% of people trust local businesses more after reading positive reviews. Click To Tweet

ASKING FACEBOOK TO DELETE A REVIEW

It is possible to have Facebook delete a review, but they do not do this often. In order for Facebook to remove a review, it must violate the Facebook Community Standards or be totally unfocused on the Page’s product/services. Examples of violations include making threats, hate speech, and/or violent content. Facebook will NOT review star-ratings without a written review.

If you want to report a review, you can click on the three dots in the upper right hand corner. Then click on “Report Post” and follow the prompts and on-screen instructions.

Set your Facebook Page up to receive reviews, and know how to react when you receive an unfavorable review - EIEIOMarketing.com

58% of people believe the “star rating” is the most important metric to them. Click To Tweet

MINIMIZING THE DAMAGE OF ONE STAR FACEBOOK PAGE REVIEWS

In most cases, Facebook wont delete reviews. The first decision you have to make is whether it’s worth it to simply turn Facebook Page reviews off. In most cases, I believe this is an over-reaction. Social proof is powerful, and there are ways to react to low-ranking reviews that will help you minimize damage to your business’ reputation.

1.) ENSURE THE RIGHT MINDSET

Remember that it’s impossible to please everyone. There are going to be people who like your business, and people who prefer the competition. That is okay. It’s what makes the world go round. There are plenty of people who need your services and plenty of room for competition. Before responding to a negative review, it’s essential that you are calm and level-headed. Don’t respond the moment you see the review. Sleep on it, if you must. Remind yourself that you and your business are not defined by this review, and it’s normal for some people to dislike you.

2.) RESPOND TO THE REVIEWER

Leave a public comment on the review. When you comment, remain professional. Even if the reviewer is anything but professional, this is your business Page and your professionalism is essential. Apologize for the negative experience. Offer a way for the reviewer to contact you directly to remedy the situation. This may include an email address or phone number. Do NOT ever attempt to turn the blame around on the reviewer. You can not edit or moderate the Facebook Page reviews, but if you respond adequately, the reviewer may elect to edit their own review to reflect your reaction. Even if this does not happen, prospective clients who read the negative reviews will also see your response and it can lessen the blow of the negative review.

3.) MAKE SURE YOU’RE REQUESTING REVIEWS

I never recommend requesting disingenuous reviews in order to “drown out” the bad review. Instead, take actions to request Facebook Page reviews from your clients proactively. Some actions you can take include:

  • Asking via email. Add the request into your welcome sequence along with a link to your Facebook Page, and/or any emails sent after purchasing.
  • Encourage people to Check-In if you have a local business. Facebook will actually send reminders to people who have checked in to review the business within the next day or so. Be creative with encouraging check ins – post signs, consider offering a discount if they check in, etc. *We do not recommend discounts for reviews – in some areas this is illegal*
  • Ask for reviews nicely. Don’t just blurt out a “leave us a review!” Try something like, “Enjoyed your visit? We’d love if you shared your experience through a Facebook Review!”
  • Respond to EVERY review. People like to be acknowledged, and if they are taking the time to review your business, you should take the time to respond. Remember, if it’s a negative, refer back up to step #1!
54% of people visit a company’s website after reading positive reviews. Click To Tweet


ABOUT MEG

Meg Brunson has been marketing to moms for over 7 years. She is the founder and CEO of EIEIO Marketing, a digital marketing agency focused on Facebook Marketing for family-focused businesses.

Meg is also a former Facebook employee with a passion for helping bootstrapped businesses figure out Facebook so that they can promote like the pros! She left the 9-5 in 2017, so that she could be the mom she wanted to be to her 4 young daughters.

After helping her daughter launch her first business, Storytime With Kiki, at the age of 10, Meg began hosting the FamilyPreneur Podcast: an interview-style podcast for parent entrepreneurs, raising entrepreneurial children.

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Hi, I’m Meg!

I live in an RV – traveling the US – with my husband and our four daughters. I am a former Facebook employee and the founder of EIEIO Marketing (a digital marketing agency).

My kids are very involved in my business(es), and even starting businesses of their own.

I’m on a mission to support other parent entrepreneurs seeking to not only balance work & family – but combine them!

My Children’s Book is Now Available!

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Instagram post 2127741109681388777_2903531453 I remember when I was leaving Facebook to start my own business, I got a LOT of advice from well-meaning people - how I could set myself up for success... which really was how I could make my digital presence "fit" the current status quo... .
But, it was not me.
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Moral of the story: Remember what makes you unique and let that shine through your marketing and social media presence!
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Don't get too caught up in trying to be like everyone else - you want to stand out, not blend in!
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If you want to uplevel your marketing strategy, check out the links in my bio - I have a ton of resources and ways that we can work together.
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Instagram post 2124214222830555661_2903531453 I'll tell ya what - I love being on stage. I totally get nervous as all hell - but I do love it. I love being able to teach and share my knowledge and experiences. I love impacting as many people at once as possible. That's why I am drawn to the stage, and why I love podcasting, too.
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Instagram post 2122065430927222709_2903531453 Hanging out with @serioustakepro at a recent event! Talking about the power of storytelling and video! Great lesson for entrepreneurs of ALL ages! <3
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Instagram post 2121500560462219439_2903531453 The goals of social media marketing cannot be just to gain likes, fans, and shares.
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These things are not ends, but means to an end.
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Social media marketing is far more than an online popularity contest, and the better business owners understand that, the better they can use it for their companies.
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Instagram post 2121301937309006170_2903531453 There are 7 things that you need to assemble and understand before spending $1 on Facebook Ads (or, before you spend another $1)!
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ONE of those things is your OFFER!
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First, you need to be clear on what you do or what you are selling - what is your BIG Offer that your Ads are going to be leading people towards?
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Once you have that in mind, you need to take a step back and think about things that you can give away for free...
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I recommend brainstorming a list of ideas - aim for 3-5 solid ideas.
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This could be a sample/preview/digital copy of what you sell.
It could be a coupon or incentive.
Maybe it’s a tool or process that will prepare your audience for your product or service.
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Often times these offers are a free PDF or video - most importantly, it should be something that provides instant value to prospective clients - it should be quick, simple, and solve ONE problem.
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Instagram post 2120637954130245410_2903531453 I am so grateful that I had the opportunity to speak at the @womensbusinessworkshop - it's an amazing collection of #femaleentrepreneurs all focused on lifting each other up.
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The speakers were amazing (if I do say so myself, lol) and the attendees were JUST AS AMAZING.
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Do you attend conferences regularly?  What are your favorites?
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(and I do recommend you check out the Women's Business Workshop in Lake Geneva, Wisconsin!)
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