by Nazia Khan-Ahmed
Feedbacks from your audience are considered to be a great source of business. Positive reviews result in attaining more customers whereas, some negative reviews may lead them to avert, you should not be afraid of the negative reviews you get from your customers. These can also be beneficial for you. You may find a complaint attached to the review. It is important for your business need that you should deal with the complaint efficiently. In order to do this, you may need an efficient customer service so the complaint may be addressed as soon as it is received. An effective customer service can be favorable in order to keep hold of the customers by showing them that you are present to resolve their concerns.
Facebook is not considered to be a review site. There are no options for star ratings or feedbacks that users can opt. You cannot compare it with other channels including Yelp, Metacritic or Open Critic. Facebook merely focuses on the social aspects of the internet. It is less concerned with the user’s feedback. You cannot grade Facebook as a customer service portal. Even Twitter does not offer such facility and it will be difficult to find reviews.
Some options to open your business page for opening reviews are discussed as follows
If you have been searching regarding the reviews information on Facebook, then you must have gone through different types of old articles or topics in their community help center. The Facebook authority has recently made changes regarding the working of their category system and their review system. This concludes that numerous reviews published in this post may not be correct.
In addition to this, there are two major changes
- The Category Structure
Previously, when you created a page you had to choose your category. That category was totally locked and could not be changed.
Nowadays there is a big difference. When you go to your page settings, you see a “Category” box. Click it. This box will contain one entry that you picked previously while creating the page. Now, you have the option of removing that category and add up to three more categories. Facebook only keeps three precise categories among different options. For example, if you choose Media Company, company, local business and repair shops. Facebook will discard the forth generic option that is company compared to other specified options.
You will face this issue due to the change in layout design of the page where they have almost merged the design of page display. Previously, there used to be a major difference between the presented categories. But now, due to their merged designs they further had to merge the features in order to have a control.
- Reviews are not Linked to map and address
This is also a major reason due to which the reviews are not attached to the geographical location and business address function. Now, you will be required to enable your location information in order to get the map on Facebook page. Otherwise you will not be able to get the reviews. So you may conclude that you will not be able to get the reviews if a business is not tied to a local address.
There are numerous businesses as compared to Facebook that do not publish their review section for public. Some of them are listed below:
You can figure out that this page is appealingly well managed. On this page you can see that the authority has decided not to provide review section. So you may not have the option of giving your feedbacks.
- Hobbytown USA
This is a retail chain business having locations all over the country. Their web page includes their headquarter address and a location map on the down-right side of the page. They have a review option on the upper-right column of the page. If you take a look on the rating of the business page you will see that they have a start rating of 4.3 out f 5 and nothing beyond this. Further, if you click the starts you will be able to see the reviews exclusively. It contains only 11 reviews in total which you can read if you want to that are left by people.
- A Different Hobbytown
It is an example of Individual store having their own pages and reviews. They have their location map present on their website that is autonomous. They also consist of greater number of unverified reviews and ratings.
It is hard to find a page where reviews are available but does not have a map included. It may be due to the fact that this is a new facility and used by very few businesses who really want to get the feedbacks from their customers. However, it is possible to use it as mentioned on the Facebook help center and some personal test pages made by some users.
In addition to this, the same process goes for pages that includes a map but are without reviews. A majority of business cannot deny the importance of reviews and leave them on. Similarly, it is very difficult to find a business that has disabled the review option. Many people have not witnessed it but according to Facebook these exists.
How to Enable Reviews on Facebook
The process of enabling the reviews are simple and it can be done in two ways
For A Local Business
The first way is to have local business and there should be no restriction in publishing the address. This works well for many businesses for example restaurants, grocery stores, chain locations and corporate headquarters etc. On the other hand, it does not work well for bloggers or freelancers who restrain to publish their address.
To get access to the map and the reviews associated with it you will have to add up your geographical address information. Now it’s up to you whether you want to disable the reviews and just keep the map or vice versa. You can do this by clicking on to the Facebook help page. When you click the Facebook help page a small window will appear on your screen saying “Note: Adding an address to your Page will automatically enable reviews, but you can still disable them”.
Including the Address: This relates to the information that you will enter when address details are not available. Secondly, what will you do if you have added it and due to some reasons don’t receive reviews or any other similar situation you face in getting the reviews.
You can simply open your page and then click on “Settings” located on the top f the page. Then, in the general tab, there is a section near the top labeled “Reviews”. You can save the changes that you have made. This will allow the visitors to review your Page.
How to Change or Add Address
The address information is still inadequate by the category of the page. To add an address on your page, you must need “companies and organizations” or “local business.” You can add one of these in order to add your address.
Adding up an address: In order to add up an address, you can follow some simple steps
First of all, click on the about section. You will find it on the left column of your page under the profile picture. Next click on the blue link that is “edit page info” on the upper right corner of the page under cover photo. On your screen, a window will pop up under the general tab where you can see a Location section. It contains map and boxes for entering your address information. Now you can enter your address but you must keep in mind that you are only allowed to enter one address. If you have a page related to retail chain then you should enter the address of your head office. On the other hand the individual stores can use their own address.
On the page you will find options of “show map and check-ins. If you want the map to be visible, click on it. After adding the address, the reviews will be
enabled. In case you do not want to receive them, you can disable them by following the process mentioned above.
Apart from this, you can also include some of your business information in this tab. For example, you can inform people regarding the useful information including available business parking area, business working hours or a general idea of your price range.
How to Deal with Ratings
A major complication that comes in your way when you enable ratings on your Page is that you will have to keep an eye on negative ratings and reviews and also deal with them. Some of the reasons are mentioned below:
Firstly, you have the authority to either edit or delete a review. Face book has provided their users with this feature. These are not permanent and can be edited or deleted at any time if you do not find it worthy. It can also be reviewed through Face book end in order to get one deleted.
It is a fact that your star rating consists of the star rating that is available of your page through which people rate. If for example, any user who reviews your page and then rate you with one star but keeps it private just among their friends, in this case this rating will not affect your business. This is due to the fact that a minimal number of people will review the ratings only. On the other hand if you want to disgrace a business for having any issue and not addressed properly by them. In this situation you should make your comment or rating as public as possible. This will let other people to be aware of the situation and it will probably make the concern authority to resolve your issue as soon as possible.
If people face any issue regarding your product or services they will give their negative reviews. Then it will all depend on your customer services to address the issue properly so that the customer gets satisfied.
When you get a negative review from any of your customer it is important that you should find out that whether it is a valid complaint or not. In case if it is a valid complaint then you should follow the simple process of addressing the problem, get it resolved with the customer after this ask your customer to edit their review in order to replicate their customer service experience. Finally it’s up to your customer to either change the rating or not.
Reasons for an invalid review
You may find a review to be invalid in the following cases
- Any person who has not purchased your product or services.
- Any feedback that reveal regarding an event that did not happen in actual.
- Any review that is not authentic or is for a business with a similar name.
- Any review that result in a racist or bigoted hate speech.
- Any other review that go against the Facebook community standards.
If you face any of the above situations, you should then go to the review and click V that is in the upper right corner of the page. Click report and then follow the instructions. Facebok will now review the particular feedback and they will delete it in case it violates its standards. On the other hand, they will not remove it.
In addition to this, you cannot remove a review if it is just a star rating with no comment. The reviewer needs to leave a post that violates the community standards.
About the Author
Nazia Khan- Ahmed is a Social Media Writer who has majored in Textile Designing. Also Holds Bachelor’s degree in Education and English Language Certification. Finds it impossible to discuss herself in third person but is doing so as per the demands of this bio. She is a home-maker and teaches Textile Designing to degree classes at the same time. Being nocturnal has taught her to manage her work in the night and her home at day time.