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How To Address A Poor Facebook Review

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Reviews…We rely on them a lot.

Consider the last time you purchased a product, tried a new restaurant or applied for a job. If you did any of these, chances are you took into account a few reviews of the company you interacted with or were interested in. They can be both the best and worst thing a customer can do for a company, impacting both present and future customers positively or negatively.

There are just some things we can’t control on social media, and one of those things are negative reviews. For small businesses, there’s nothing worse than a negative review to halt any progress you were making on social media.

Not only do negative reviews and comments leave a black eye on your page, but they are viewable to all users that visit your page. And what’s move convincing than a customer review, right?

So, what happens when someone leaves a negative review? Let’s walk through it.

Respond

The first and most important thing you should do is respond. This is important for a few reasons. First, it shows both the user and future users that you care about customer service and the customer experience. Secondly, it show’s you value the medium, acknowledging your Facebook presence matters.

Not responding in the hopes others will disregard the review is nothing more than wishful thinking, no matter how absurd the person or issue. Reviews matter to people. This is also why it’s important to respond directly to the comment first. Responding publicly shows the rest of the world you indeed responded and didn’t ignore the message.

Consider The Facts

Secondly, it’s important to maintain a patient and positive attitude. Always consider the consequences of your actions and be sure to act with the intention of helping the customer rather than immediately going on the defense. Many times negative reviews are the result of miscommunication or a minor mishap. Before you respond consider the possibility the customer may be correct.

If the matter is not simply taken care of after a few back and forth comments, it’s worth going right to the source and direct messaging he or she to either continue the conversation or offer them a future discount or refund. If this then resolves the conflict it’s also worth asking the user to remove the poor review, which they may be more than happy to do.

Be Proactive

For some business, reviews from real people aren’t necessarily the problem. For many, fake reviews and spam are a real issue they have to deal with. Luckily, Facebook is here to help. By reporting a spam review to them, Facebook can delete a post that has no real basis. Additionally, banning can also be an option if the situation calls for it. As the page manger you have the ability of banning someone from the page if someone makes a poor review just because they wanted too.

Just in case you’re not able to respond or address the underlying issue, or can’t rid your page of the negative comments, you can request that people leave positive reviews. Requesting reviews from previous clients can help combat negative reviews through sheer volume of positive ones. There’s no shame in asking someone you served to leave their thoughts, as long as you know they’ll leave a positive message.

Reviews are a great thing, and even the negative ones allow us to receive feedback that can help us better business. Next time someone leaves a negative review, consider how you can improve and better from it. Facebook is a place for exposure and obtaining leads. By handling an issue publicly you may get some new fans and maybe land a few new leads.

And, if you’re looking to grow your Facebook presence, we have a few ideas for you. Be sure to check out our latest Facebook guide to help you succeed on the most used social network and get the most out of your time online.

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OUR WORK

HoliMont Ski Club

Taking America's largest private ski club from the blue square to double black.

For almost 60 years HoliMont has been committed to creating an environment for generations of families and friends to adventure and build memories together. As America’s largest Private Ski Club, and WNY’s Premier Ski Destination, it was time for a change to reposition the club for the new season they were stepping into.

In partnership with their incredibly committed and passionate team, we’ve rolled up our sleeves to not only reintroduce HoliMont as an All-Season Club but to engage new members and remind existing members of how wonderful a place HoliMont is for family, friendship, and fun. 

Industry

Private Club Sports

Location

Ellicottville, NY

Services

Branding
Web Design & Development
Photo/Videography
Digital Marketing

Brand Identity

Refreshing their identity without reinventing it. 

HoliMont has a very recognizable mark with decades of history behind it – so our approach was focused on breathing new life into a timeless logo.

OLD LOGO

Logo Redesign

Simple & Structured.

Removing the dated styling (shadows, outlines) as well as the caps-case on the word mark helped to reveal a more timeless and versatile logo.

Color Studies & Typography

A high-end, rustic, and elegant take on WNY ski culture

Combining rich greens, rose gold, and a quality typographic system gives HoliMont the recognizable look it deserved.

Brand Texture

Topographic mapping of the 'Mont made for the perfect texture.

We converted a topographic map of Holimont in order to create a series of brand textures to add some intrigue and beauty to the visual identity.

Brand Texture

Topographic mapping of the 'Mont made for the perfect texture.

We converted a topographic map of HoliMont in order to create a series of brand textures to add some intrigue and beauty to the visual identity.

Brand Identity

Custom badges for all of the 'Mont's programs. 

We created unique symbols with illustrations to represent each program within HoliMont. You can see these around the ‘Mont any time you visit!

WM-PROJ-HMONT-PROGRAM-LOGOS-MOBILE

WEBSITE

A premier destination: online and off.

We took the original site and did a complete overhaul, giving HoliMont the impact it deserves for current and prospective members.

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Mobile

A simple yet beautiful experience, even if you're browsing from the chairlift.

A partner dedicated to the outdoors needs a platform that’s easily accessible on the go. We created a seamless, simple design that makes getting the information you need a walk in the park.

Creative Assets

A simple yet beautiful experience, even if you're browsing from the chairlift. ​

A partner dedicated to the outdoors needs a platform that’s easily accessible on the go. We created a seamless, simple design that makes getting the information you need a walk in the park.

WM-PROJ-HMONT-MOBILE

Print Materials

A suite of promotional materials for the old souls who prefer something to hold on to. 

From brochures to flyers, signs to branded merch – we’ve done it all to roll out the newly refreshed HoliMont brand.

Photography & Video

Capturing the HoliMont experience.

Our photo and video shoots with the HoliMont staff and members are arguably the most fun any creative team can have while working. 

Photography & Video

Capturing the HoliMont experience.

Our photo and video shoot with the HoliMont staff and members are arguably the most fun any creative team can have while working.

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Play Video
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Iconography

Custom icons add an extra splash of fun and also function.

we created custom-branded iconography used throughout both web & print materials to illustrate features and activities offered by HoliMont.

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Social Media

All-season content for our favorite all-season club.

Keeping in touch with all of HoliMont’s members has never been so easy, or fun!

Social Media

All-season content for our favorite all-season club.

Keeping in touch with all of HoliMont’s members has never been so easy, or fun!

Digital Advertising

Driving awareness, engagement, and hundreds of new members with a multi-channel digital strategy.

Reintroducing HoliMont as an All-Season Club requires the right attention, at the right time. With a multi-channel digital strategy, we are able to present HoliMont as the perfect destination for family, friendship, and fun.

Digital Advertising

Driving awareness, engagement, and hundreds of new members with a multi-channel digital strategy.

Reintroducing HoliMont as an All-Season Club requires the right attention, at the right time. With a multi-channel digital strategy, we are able to present HoliMont as the perfect destination for family, friendship, and fun.

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12 Month KPI Snapshot

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LEADS GENERATED
0
New Trial Members
0
New Members
$ 0 .1M+
in Lifetime Value
0 .4x
New Trial Members
0 .4x
New Members

12 Month KPI Snapshot

0
LEADS GENERATED
0
New Trial Members
0
New Members
$ 0 .1M+
in Lifetime Value
0 .4x
ROAS
0 .4x
ROI
wm-ed youmans

"I would not feel anywhere near as comfortable with the future of HoliMont as I do if not for Williams Media."

Ed Youmans

General Manager

HoliMont

LET’S WORK TOGETHER

Ready to take your company to the next level?

Get in touch to book a quick discovery session, where we’ll chat about your goals and see if we’re a good fit to help you get there.

OUR WORK

SingleSource Accounting

SingleSource Logo Main

Your one-stop shop for outsourced accounting services.

We partnered with SingleSource to create a forward-thinking, playful and engaging website to uniquely position the startup within the saturated landscape of financial services. SingleSource takes pride in making state-of-the-art accounting solutions accessible to businesses of all sizes using their unique people + technology approach. With powerfully simple visuals and effective user flow, this conversion-optimized site was built to foster their growth.

Industry

Accounting

Location

Buffalo, NY

Services

Web Design & Development

Digital Marketing

Custom Illustration 

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Illustrations

Visualizing the brand.

It was important for us to convey the brand in the most accurate way, so our team also crafted a suite of 24 custom illustrations to demonstrate every aspect of the SingleSource experience.

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The Team

Custom headshot illustrations.

Business headshots are boring. We thought we would spice things up by hand-drawing everyone on the accounting team to create an inviting presence while maintaining brand consistency.