How to deal with customer complaints?

Start by understanding who your reviewers are and why they're writing their reviews. This will give you clarity, showing you how to respond. If they're unhappy, make things right. If they're misguided, share the facts. If they're abusive, monitor but do not engage with their complaints.

Common ways to handle customer complaints?

Common approaches include: Apologizing and owning mistakes, take the conversation offline, look for a win/win solution to the customer's problem. While these are common approaches to customer complaints, they're not always the best.

What are the 5 steps to handling a customer complaint?

Here are several approaches you can take: Ask for more information. Gather intel from customers. Apologize and look for opportunities to make things right. Offer incentives to compensate customers for the loss of their time and money. Ask customers for feedback or updates to their review.

What is the best way to respond to a customer complaint?

Here are some actionable steps you can take to respond to your customer complaints. (1.) Listen to your reviewer, (2.) be transparent, (3.) cite your sources, (4.) be timely, (5.) watch your tone, (6.) offer next steps, (7.) escalate to management, (8.) apply the 80/20 rule.

← Blog Home

Do People Look At Facebook Reviews for Local Businesses?

October 1, 2014

According to a recent survey, Facebook is the #2 place that people like to leave reviews for local businesses, right behind Google+ Local, and just ahead of Yelp, believe it or not.

But do people look at local business reviews on Facebook before making buying decisions? As it turns out, 60% of consumers say they visit Facebook pages before buying in stores.

And now, Google is counting Facebook as a legitimate source of reviews for local businesses.

What does this all mean?

What this means is that you should have Facebook as a critical part of your local review strategy if you are a local business. In addition to asking your best customers for reviews on your Google+ business page you should ask for reviews on your Facebook Business Page as well.

One great reason for this: if you ask someone to leave you a review on Google+, and they do not already have a Google account, they need to create one in order to leave you a review. Many people will not have the time to create an account just to leave you a review.

But most people already have a Facebook account, so it is super easy for them to leave you a review there. Also, Facebook is the top mobile app for writing reviews.

How to get reviews on Facebook

GetFiveStars makes it easy for people to leave you reviews on Facebook, and we even have a Facebook App that will notify you whenever someone leaves you a new review on Google, Facebook or other review sites.

The way it works, is this: ask your customers for feedback privately after they visit or buy from you. GetFiveStars helps you discover if there were any issues, and address them before they turn into a negative review.

And it helps you identify your happy customers, and makes it easy for them to leave you online reviews on sites like Google, Facebook and many others.

GetFiveStars uses a private feedback process that helps you identify your happy customers

p.s. If you have a Facebook page for your business, but it does not have the option for leaving reviews, you need to convert it from a brand page to a local business page. This screen shot (courtesy of Eileen Lonergan) shows you how:

How to convert your Facebook business page from a brand page to a local business page.

Don Campbell

JOIN OUR NEWSLETTER

Sign-up to receive our monthly email newsletter packed with new features, tips, news and webinar invites.

BLOG CATEGORIES

Blog Categories

We'll help you build a better business

Our goal is to help you connect with your customers to gain valuable insight on what’s important to them. While you happy customers will help your marketing, your unhappy customers will point out where you can improve and our system will help you communicate with them to keep them with you.