When it comes to Facebook reviews, stars are the currency of choice. A high star-rating on Facebook proves that your company is reliable and that your customers are happy enough to share their experiences publicly.
If your company is slinging positive 5-star ratings left and right, you’re in great shape! But if you’re on the other end of the spectrum, trying to raise your star-rating and earn more positive reviews, then listen up: I’ve got some 5-star pointers for you that you’re not going to want to miss.
Follow The Golden Rule
When it comes to social media, the Golden Rule still stands—treat others how you would like to be treated. It really comes down to taking care of every person that visits your page and takes the time to share something. Whether it’s a comment, photo, or question, take the time to respond back or at the very least thank them for sharing their thoughts. It’s a small action, but it goes a long way in proving that you truly do care about your customers and what they think about your product or service. This type of open communication leaves the door open for positive reviews!
Be Responsive and Reactionary
It’s easy to tackle the task of replying to positive comments, but being responsive means responding to every comment. Yes, that even means the negative ones. Negative comments and reviews need to be addressed immediately before the situation can escalate. Often, when a customer leaves a negative review, they’re seeking attention. The last thing you want is another complaint tacked on because you didn’t respond quickly enough. Handle negative comments and reviews with your best customer service moves, even ones from months ago you never took the time to address. Who knows, you may even be able to flip a negative review into a positive one!
Ask Directly (Not Publicly)
Sometimes earning a positive review is as simple as asking an already happy customer to leave a review. This is one of the very best ways to rack up those 5-star and 4-star reviews, but you’ve got to operate with tact when you ask. First, identify who’s truly happy with your services. The best way to do this is to see who is leaving positive comments on your page. Next, send them a direct message explaining that you’re happy to hear that they’re loving the experience your company provides and you’d greatly appreciate it if they would share their feedback in a Facebook review. Lastly, make it easy on them to leave a review by linking them to the page where they can leave reviews. The easier you make the process, the more likely they are to follow through!
Ready to shoot for the stars? Before you set your sights on being a first-rate Facebook responder, learn how to best handle a negative Facebook review.