Managing Reviews on Your Facebook Business Page

by Paul Slack
  |  March 12, 2014  |  
March 12, 2014

We all know that getting positive reviews are important in social media marketing. According to Google and the Zero Moment of Truth, they are paramount because consumers “future buyers” moving into research mode will look at what others have said about your company to determine if they want to do business with you.

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Since we get lots of questions about managing Facebook reviews on business pages, I thought we would dedicate this week’s post on answering the most frequently asked questions.

How do I add ratings and reviews on my Page?

Answer: Star ratings and reviews will appear after you add your address to your Page.

  1. At the top of your Page, click Edit Page
  2. Select Update Page Info
  3. Click Address
  4. Click Save Changes

How do I allow or remove ratings and reviews on my Page?

Answer: Star ratings and reviews will appear after you add your address to your Page.

If you prefer not to allow ratings and reviews on your Page, you can remove your Page’s address. To remove your address:

  1. At the top of your Page, click Edit Page
  2. Select Update Page Info
  3. Click Address
  4. Delete your address and click to uncheck the box next to Show map, check-ins and star ratings on the Page
  5. Click Save Changes

How do I remove an unwanted review on Facebook.

Unfortunately Facebook doesn’t make this very easy, unless the post is fraudulent or uses profanity.  Basically, FB will walk you through a Q&A process that ends up with having you reach out to the person who made the poor review. Here is the process.
1. Hover over the review and click the “I don’t like this review” button.
FB reviews1
2. Select “I think it shouldn’t be on Facebook”
FB reviews2
3. Select “Something else” unless of course it meets one of the other criteria.
 FB reviews3 
4. Now you are given two choices. However, only one is valid for a business page. Obviously FB still has some work to do on this feature. Select “Message”
FB reviews4
5. Now you need to write a message directly to the person who gave you the unwanted review.  Here are some best practices to consider.
a) Thank them for taking time to write the review
b) Let them know you are very interested in working towards a solution
c) Ask them to reach out to you directly and give them your email or phone number
d) Resolve the issue
e) Ask them to remove the poor/unwanted review

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