Crafting the Perfect Response to a Negative Review

Crafting the perfect response to a negative review on Google and Facebook takes time. It’s not something that should be taken lightly. How you respond to a negative review will reflect on your business and whether people will want to spend their money with you.

These negative reviews are not an indictment against you, the person, but each review is about an experience at your business. You may be thinking – I should write this long, elaborate reply going into minute detail about your business, but I’m here to tell you that’s not the answer. A review response should never be long winded, save that type of content for a social media post or blog piece, if you write them. People reading review responses, including the person who initially left the review don’t want to read paragraph upon paragraph of verbiage.

The above is what not to do. No one on the internet is going to sit there and read a wall of text. Consumers don’t have the attention span, online, to read through walls of text. Writing a long reply with the thought that your response is providing education, informative, or otherwise necessary information is not the proper way to approach crafting that perfect response. A consumer is moving on from a response within two seconds.

Keep It Short & Simple.

Crafting that review response to a negative review should have two parts: an apology and an offer to discuss the situation further and the intent to rectify the situation. There is no need to add anything past that. Everything else is irrelevant to the matter at hand.

You want to show that you can handle a negative review objectively.If a reader gets the sense that your emotional or defensive in the response, it may dissuade them from spending their money at your business. Take a couple of days before you respond to a negative review, really assess the situation, and then begin crafting that response. And remember to keep it short and simple!

However, if you’re the type that has trouble separating yourself from your business when crafting those reviews, fret not. We’re here to help. We’ll help you craft that succinct and apologetic response that will get customers wanting to shop with you because of how you handled a negative review.

How to Claim an Unmanaged Facebook Page

As a business owner you may find that even if you have not created a Facebook business page, one already exists. This can happen from people ‘checking in’ at your business or a variety of other reasons.

This unmanaged or unofficial Facebook page can be an unwanted problem, but something that isn’t too difficult to resolve. We’ll outline the steps you need to take in order to claim or remove the page.

How Do You Claim An Unmanaged Page?

You will be able to tell if a Facebook page is unmanaged by viewing the page and seeing the ‘Unofficial Page’ label on it. By the ‘Unofficial Page’ label, there will be a question prompted that asks ‘Is this your business?’. You will want to click that question and it will redirect you to a new link.

You can then verify that you own the business a few different ways.

1. Verify By Phone Number

If you have access to the phone number that is listed as the publicly listed business phone number. Facebook would then call the number and give you a 4 digit code. That code can then be entered on Facebook 

2. Verify By Documents

If you do not have access to the phone number associated with the business you can provide some documents as well. The types of documents that could be provided are business tax files, business licenses, phone bills, electricity bills, etc. It’s just important that you scan a document to the business name and address.

3. Verify By Email

Another option that you have is verifying through your business-associated email address (name@businessemail.com). You will need to connect your business email to your Facebook account in order to verify it this way. Once you have that connection established, you will be able to choose your email as a verification method. 

After the Verification

Typically it will take Facebook a minimum of 72 hours to get back to you regarding your request to claim a Facebook page, but it can take up to a week. If you haven’t heard anything after a week, try reaching out to Facebook support to further assist you in your attempt.