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Facebook Tip #3 – Reply to Reviews

Article by MGC Websites • published 23 October 2017 in the category Websites Explained
How to Reply to Facebook Reviews

How to Reply to Facebook Reviews

Gathering reviews is an important part of your online marketing and when customers take the trouble to leave one they will appreciate a prompt and friendly response. On seeing that you value, and take the time to interact with your customers more people are likely to make the effort and leave you a good review. This Facebook beginners guide will show you how to reply to Facebook Reviews.

Step 1 – How to Find Your Facebook Page

How to access your Facebook Pages

How to access your Facebook Pages

Open Facebook in any web browser and login. At the right of the blue bar at the top of the screen you will see a little white triangle – click it to open a menu.

The top section of the menu will be a list of your Pages. Click the name of the Page you want to manage (or click ‘See more…’ to access the full list of your pages if the one you need isn’t shown).

Step 2 – Open your Page’s Reviews Tab

Facebook Reviews Tab

Facebook Reviews Tab

On the left of your page you’ll see a vertical list of links that Facebook calls the ‘tabs’. Find the tab labelled ‘Reviews’ and click it.

Step 3 – How to Reply to Facebook Reviews

Example Facebook Review

Example Facebook Review and Response

Click the ‘Most Recent’ link above the column of reviews to view them in chronological order. There are three types of response you can make.

  1. If the review is positive, especially if it is a star rating with no message, you may just want to Like it. This way the reviewer knows you have seen and appreciated their kind act.
  2. If the reviewer has left a specific message you may want to Like it and leave a Comment. This is the approach I always take with MGC Websites Ltd Facebook reviews so you could review my comments for inspiration. Whilst generally the same tone should be used across all your online material, a slightly more friendly and person approach is often appropriate here.
  3. If you have a really good review or one that people will find interesting or useful, as well as Liking it and leaving a Comment, you can also share it as a post on your page.

WARNING Be smart about how you deal with any critical reviews. A future blog post will help you deal with negative reviews in a professional manner.

WARNING Don’t use your own account(s) to leave your own business false reviews. It’s usually pretty obvious and reflects badly on your business. Furthermore sites like TripAdvisor will pick up on it and you’ll soon receive a warning about fraudulent behaviour.

TIP Use your reviews to learn about your business’s strengths and weaknesses. If your reviewers say your business is great for families – then advertise it as such – you will get more families – they will think it’s great! Conversely if the same complaint comes keeps coming up then the chances are that rectifying the problem will be the most cost effective improvement you can make to your business.

What Next?

If you found this tip useful be sure to Like the MGC Websites Ltd Facebook Page and we’ll let you know whenever we publish a new article. Our next post will explain how to maximise the benefits of your positive reviews.

If you would like help with your business’s online promotion including websites, social media and paid advertising, Contact MGC Websites Ltd today.