It’s one week before your mother’s birthday and you want to find the perfect gift. You would like to buy from a trustworthy company with good prices and great quality, but have no idea where to start.
You ask friends and family about gift ideas and you go online to search reviews from other customers.
85% of consumers use the Internet to find local businesses and 88% of consumers read online reviews. With statistics this high, it is evident that people will be searching for you and seeking out reviews for your business.
Facebook is Very Important to your Business
Facebook is one of the most important sites where reviews cannot be ignored. With 864 million daily active users, Facebook is no longer just a social site to connect with friends and family, but is now a major site for researching and connecting with local businesses.
If your business is on Facebook and you’re not monitoring reviews, you’re missing out on important feedback from customers and failing to impress potential buyers who are judging your business based on these reviews on your page.
Facebook Reviews: Who, Where, How?
Facebook reviews can be written on any local business page, by any Facebook user, at any time and all reviews are public.
Seen on the left, your overall rating for reviews is directly located under your business name, which immediately associates your business with either a high or low score.
If your rating is 4 stars or above, 92% of users are likely to use your business. 3 star rating? Now, only 72% of users will use your business. With 2 stars, only 27% are likely to use your business. It’s obvious to see the decline of trust in a business when their ratings are low.
Don’t let your company lose business and revenue from a low Facebook rating. Give users a reason to look further down your page after you impress them with your 5 star rating!
How do I Handle Facebook Reviews?
Your Facebook reviews need to be monitored daily and responded to ASAP. Whether you’re responding to a positive or negative review, your customers expect to be answered.
Responding to negative reviews gives you the chance to turn a negative experience into a positive one. Take this feedback seriously and make time to find out more about their experience. This also gives you a chance to impress others by showing that you truly do care about all customers’ experiences and make an effort resolve the issues.
When responding to positive reviews, thank your customers for their business and personalize your response as much as you can. By responding, you show your appreciation for their feedback and increase your chances of them using your business again.
Quick tips for high Facebook ratings and reviews:
- Give high quality customer service to each and every customer in person and online
- Monitor all reviews and ‘like’ positive comments
- Respond to every review, positive and negative
- Keep your ratings 4 stars and above to make the most of your online efforts