Tag Archives: Facebook Reviews

Are You Getting the Most Out of Your Customer Reviews?


When customers send you testimonials, email you compliments and criticisms, or post reviews to your social media pages… what exactly do you do with them?

There are only a few options, really. If they’re bad reviews, you can cry and moan and beat yourself up over them; if they’re positive, you can give yourself a pat on the back and feel good about your achievement. Or, you can do something more constructive. You can understand that these reviews are potentially useful as consumer-created content—great for use on your website, social media channels, email newsletter, and so forth.

Of course, all of this is contingent on you asking the customer’s permission to use their words, and them granting it. This important step shouldn’t be skipped, though it’s something close to a formality: It is unlikely that many customers will decline.

Once permission is granted, you can put those reviews to practical use in one of several ways:

  • Obviously, you can place positive reviews on your company website. Your website is your virtual storefront; a brick-and-mortar store might gain credibility and generate trust by displaying awards and certificates on its front window, and in the same way you might earn trust by displaying your reviews. A dedicated “testimonials” page is practical if you have multiple reviews to post, but you might also weave short snippets of your reviews into the ‘About’ page, the home page, and so forth.
  • You can also share them on social media. We do this at Grammar Chic; every couple of weeks or so we’ll turn a review quote into a graphic and share it to Facebook, Google+, and so on. This is a great way to get them seen by current customers, past customers, and future customers alike.
  • You might think about including reviews or review snippets in your email signatures, or even on invoices and receipts—but you’ll probably want to keep them brief.
  • The same goes with your monthly newsletter or email blast—though you’ll want to make sure you’re not using the same review every month. Switch it up!
  • This last one may be the most important suggestion of all, and it’s this: You should most certainly be using your positive reviews on outreach materials sent to prospects and leads—direct mailers and brochures, digital or printed on good old-fashioned paper. Again, it’s all about building trust—and what is a customer review, really, if not a seal and signifier that you’re trustworthy?

Often, we hear from business owners who say they have a hard time creating content. Well, your customer reviews make for great content—and you don’t even have to write it yourself! For more insights into how to use your reviews widely, contact us today: Visit www.grammarchic.net or call 804-831-7444.

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Filed under Brand Management, Content Marketing, Social Media

How Should You Address Your Facebook Reviews?


Imagine the following scenario: You enlist the services of a professional content marketing company to spruce up your company Facebook page. You get an appealing logo and cover photo and populate the page with some meaningful, attention-grabbing content. Everything looks great—except for one thing: There, in the right-hand column of your page, you have a couple of reviews from your clients and customers—and one of them is a scathing, one-star pan.

Sadly, this is not an uncommon occurrence, and there is nothing you can do to absolutely guarantee that it won’t happen. Your consumers are free to speak their mind, no matter how unfair you may feel their judgments to be. Trying to censor your clientele is hardly a winning tactic, but there are some things business owners should know about Facebook reviews—and how they can be responded to positively and constructively.

The Honest Truth About Facebook Reviews

First and foremost—and perhaps to state the obvious: Online reviews matter. Some 70 percent of consumers say they consult online reviews before making a purchasing decision, and Facebook is an increasingly popular destination for finding those reviews. As such, if your business page is beset with some bad reviews, it could be truly devastating for your company; certainly, it’s going to make online consumers think twice before doing business with you.

Some Tips on Responding to Facebook Reviews

With that said, what—if anything—should you do to respond to Facebook reviews for your business? For that matter, what can you do to respond to Facebook reviews?

  • To begin with, it’s best that you don’t waste time trying to get Facebook to take down unfair reviews; customers have a right to their opinions, Facebook will tell you, and unless the review is flat-out obscene and abusive, flagging it for removal is unlikely to yield results.
  • Make sure that you take the time to respond to customers who leave you positive feedback. This doesn’t have to be anything big and showy; just thank them for their business and for taking the time to rate your service. This will boost client loyalty and engender plenty of consumer goodwill.
  • Statistics show that the vast majority of consumers are happy to take down their bad reviews if the problem in question is addressed—so it is very much worth your time to reach out to those who have left negative comments and see how you can make things better. This also shows to other customers that you care about offering superior service.
  • For reviews that are simply unreasonable and nasty, you may or may not wish to respond—but remember that doing so will only give them more juice in the Facebook algorithms. If you don’t believe that any good will come of it, then, it may be best just to let them be, or at the most to offer a very simple word of apology.
  • Ultimately, the best way to deal with bad reviews is to work at generating more positive ones; you might even leave requests on your invoices and receipts for customers to leave their feedback on Facebook.

Responding to Facebook reviews is a delicate matter—worthy of some real thoughtfulness and strategy. To learn more about it, please contact the Grammar Chic team today. Visit www.grammarchic.net or call 803-831-7444.


Filed under Brand Management, Content Marketing