Removing Reviews from Your Facebook Business Page
By A Digital N.E.R.D
Reputation Management & Your Brand Presence
When it comes to your business, your reputation is everything. What customers say about your services is crucial for your success. It may be obvious to you that your services are not a perfect match for everyone. What may not be obvious is the importance of reviews on your Facebook business page.
While using Facebook as a tool to help drive more traffic to your site and develop long-term relationships with customers is a big plus, it plays a much bigger role in your online brand presence than you might think. Your reviews on this page are very important and should be taken very seriously.
Why You Should Care About Facebook Reviews
I know what you might be thinking. “Why should I care about the reviews being posted on Facebook business page?”
Well, with Facebook being the most popular social media site, most of your customers and potential customers most likely already have an account. This makes finding your business easy and convenient. Unfortunately, we live in a time where social media platforms are practically the complaint capitols of the internet.
Dealing with negative reviews can be a hassle – especially on a platform where many users do not hold back. The internet is among the easiest places to share information, which gives consumers the freedom to post complaints about your services that can tarnish your entire reputation. They can even share reviews that may not be relevant or accurate.
How do you manage this?
Removing reviews from Facebook is, unfortunately, a bit trickier than it sounds. You’ve probably already realized that it’s very difficult to remove reviews unless you remove all of them.
What You Can Do About Bad Reviews
As an entrepreneur, you’re well-aware that you cannot please everyone. That’s why many business owners want to learn how to better manage their Facebook reviews.
While it’s not as easy for you to remove a review as it is for a customer to leave one, we can lay out your options and make our best recommendation.
Let’s Think Outside the Box
There’s no easy way to simply eliminate bad reviews from your business’s page. Facebook does provide the option to remove all your reviews, but that would include your positive ones as well. We will show you how to do this, but keep in mind that this may not be the best route for your business. After all, coming across a business with no ability to read or write reviews may deter many customers. Reviews are also critical for your rankings and brand presence online, but before we dive into that, let’s discuss how to remove your reviews altogether.
Removing All Reviews from Facebook
Step 1: Log into Facebook. Be sure you’re log into your business account.
Step 2: Click the “Settings” tab in the upper right-hand corner, just below your “Friend Requests” and “Messages” buttons.
Step 3: After clicking “Settings,” click “Edit Page” and scroll down until you find the tab labelled, “Reviews.”
Step 4: Click the “Reviews” tab. Once you find “Show Reviews,” there’s an option to toggle review visibility. By choosing “Off,” and clicking “Save Settings,” all your business reviews will be removed from your Facebook page.
By making reviews invisible on your page, you will not have to worry about the wrath of the unhappy customer. However, it may do more harm to have no reviews on your page than to show negative ones. Don’t worry – there is one way to rid your page of customers’ unfair or dishonest complaints.
Petitioning to Remove a Negative Review from Facebook
If a review does not follow Facebook’s Community Standards, you can petition to have it removed. Unfortunately, their guidelines are very loose, so it’s likely that your bad review isn’t going anywhere.
Why do these standards seem to protect the customers more than your business? ‘Free speech’ is probably the answer. Remember the point earlier about Facebook being a great business tool because your page is easy for customers to find and review? When your customers have the ability to write nearly anything they want in their reviews, it makes it trickier for you do anything about it.
The possibility of Facebook removing an unfair or dishonest review is low, but you do have the ability to report it and wait for a response. You may just have to wait a long time.
Please note that you may only petition to have dishonest reviews removed. A truthful, low-star review is something you will have to deal with. Don’t worry, we’re going to help you handle that, too.
SERPs & Your Success
There are more reasons to keep your reviews visible other than to maintain trust and transparency with your customers. Your reviews are also taken into account in Google search engine results pages (SERPs). SERPs make it a lot easier to find your business online, and your reviews can help you rank.
When was the last time you looked beyond the first page of Google results for a service? Did you forget that Google displays more than just that first page of results? Most people do.
Your business will not thrive in the depths of that second page. Your reviews – yes even bad ones – matter. Google does not value the contents of a bad review, but instead the number of positive ones. This means your page will have the best chance to rank well if you have a lot of great reviews.
When you eliminate all your reviews, you’re limiting your potential success and your brand will be viewed as lacking in transparency.
Why Go Through All This Trouble for Reviews?
To put it simply, they help you increase your brand presence.
As we discussed earlier, making all your reviews invisible on your page may not be the best course of action. In fact, allowing consumers to view your reviews is critical for the success of your business in the long run. It’s also good for SEO, as Google takes your Facebook business reviews into account when it ranks your page.
According to Invesp, “90% of consumers read online reviews before visiting a business.” In addition, 72% of consumers say that seeing positive reviews make them trust a local business more. What would be the purpose of having a business page if you do not show customers what they really want to see? When they can’t find reviews for your services, they will most likely seek out your local competitors with visible reviews.
Is a Facebook Business Page Really That Important?
Think about it – how many people do you know that don’t have a Facebook account? We’ll bet you can count them on one hand. According to Facebook, approximately 1.66 billion people log on every day, as of January 29th, 2020. It’s this very reason that Facebook has become a hotspot for businesses. With so many consistent, active users, you can market your services to a promising audience.
Without a professional Facebook page, people may think your business is behind and, therefore, difficult to trust or not worth investing in. The Local Consumer Review Survey 2019 revealed that 82% of customers read business reviews and trusted them. Establishing this trust with customers before they even visit your business is invaluable and may encourage them to leave a review of their own.
Having the ability to display reviews is something every business should take advantage of if they want to be taken seriously.
Why Consumers Complain on Facebook Instead of to You
It may come as no surprise that only 1 out of every 25 customers will complain directly to you when they’re unhappy with your products or services. Where do you think the other 24 take their complaints? Yep, right to the internet – and of course it will most likely be Facebook because the site makes writing a review so simple and convenient.
It’s very common for customers to believe that going to you with a complaint will not resolve their issue. They want their opinion to be heard, and the most widely used social media platform is a guaranteed way for their issues to be recognized.
There’s no need to feel discouraged, though. There are ways to manage customer criticism and use these types of reviews to make your business look better.
Why the Bad Reviews Matter
Negative reviews should always matter to business owners because it’s the truthful and honest criticisms that help improve their businesses. Many of us forget that it’s not just the number of the reviews that are important, it’s also what they entail. By leaving the option for consumers to comment about your business, you can truly gauge who you are and what you do in the eyes of your customers. This also gives you the opportunity to engage with them and help them resolve their issues.
So what should we do about these bad reviews now that we know they matter?
The secret may surprise you:
Remember what we said about Google valuing the amount of positive reviews in its SERP rankings? Removing bad reviews is not the answer – increasing your number of positive reviews is the key. Obtaining this key will lead to a well-optimized page that ranks well, draws traffic, and helps your business succeed.
This does not mean you should ignore bad reviews. Many customers complain because they want to be heard. Taking their opinions into consideration will lead to a significant increase in trust and transparency.
Connecting with unhappy customers shows not only the reviewer, but everyone else that views your page how committed you are to quality service and complete customer satisfaction. Even if the issue cannot be resolved, a good response will have a great impact on your brand image.
How to Deal with Truthful, Low-Star Reviews
With online business competition being what it is today, many entrepreneurs forget that some people are simply unpleasable. Bad reviews are unavoidable, no matter what services you offer. It’s what you do about them that sets your brand apart.
Your reply to a negative review has great potential if it’s:
All businesses receive bad reviews, but very few know the proper way to handle them. Learning how to gently combat them will help you stand out in more ways than one.
How to Handle a Bad Facebook Review
In order to work bad reviews in your favor, you will need to do more than just reply to unhappy customers. Responding directly to a customer is a great way to resolve their issue and improve your reputation, but your responses will not benefit your Google rankings. While they are very important to every consumer that views your page, the best way to handle negative reviews as a whole is to reel in a lot of positive reviews. This strategy will benefit your online brand presence in the eyes of both Google and consumers.
Curating Positive Reviews
It’s far more likely for an unhappy customer to leave a bad review than it is for a satisfied customer to leave a good one, right? That’s part of the reason why positive reviews have such a high value. One proven way to help increase the number of positive reviews on your page is to reach out to loyal customers and encourage them to post good, honest reviews about their experiences.
There is, of course, a strategy for this, as you want to sound genuine, encouraging, and – most importantly – human. Remind your customers what your business means to you and what a positive review from them would mean to you. This will not only inspire them to make the effort to write that review, but it will also strengthen your relationships with your customers.
Strategizing Review Responses
Develop a method to manage your Facebook business page reviews and highlight the positive ones. Engaging with both satisfied and unsatisfied customers is a sure-fire way to make your brand look genuine, caring, professional, and trustworthy.
While every review is different, it’s important to genuinely reassure each customer that you:
- Care about their concern and value their opinion
- Care about them
- Are actively working to resolve their issue
What to Do if Your Number of Bad Reviews Is Overwhelming
At the end of the day, it’s simply unrealistic to have zero bad reviews on your Facebook business page. The goal is not to eliminate them as much as it is to just make sure your bad reviews are outweighed by numerous positive ones that are both real and honest.
If you are struggling to find this balance and are receiving many bad reviews, perhaps it’s time to really listen to the people. Connect with your unhappy customers and ask them what you can do to resolve their issues. Sure, some requests may be impractical or virtually impossible, but most of them won’t be. Not all dissatisfied people on the internet are trolls. You may be surprised at how much you can improve customer satisfaction and your brand presence by responding to negative reviews appropriately.
Don’t forget that while it’s difficult to petition for unfair reviews to be removed from your Facebook business page, it’s still possible – and it’s a route that businesses do take.
OK, Let’s Recap
- All reviews on your Facebook business page are important and should be taken seriously.
- Removing negative reviews from a Facebook business page is difficult.
- Removing all reviews from a Facebook business page is simple, but not recommended. Having visible reviews is critical for the long-term success of your business. Negative reviews on your Facebook business page are good – to an extent. They’re good from an SEO standpoint if they’re outweighed by positive reviews.
- Removing reviews from your Facebook business page is not the best way to handle bad, truthful reviews. The best and easiest way to handle bad, truthful reviews is to reply to unhappy customers and do your best to gently and professionally resolve their issues. Interacting with unhappy customers is an excellent public display of customer service.
- A great way to improve and maintain a strong brand presence is to reach out to loyal customers and request honest, positive reviews.
The most important takeaway, here, is the importance of creating a strategy. After all, no two businesses are identical. Knowing that every review matters is the first step to handling bad reviews the right way. Figure out what method works best for your brand and its overall success.
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