I often talk about Google My business on this site, but as already stated in the past, there are multiple sites where you can manage reviews and therefore your reputation as a merchant… Facebook is one of them. False reviews on Facebook can damage your business and its online reputation. Here’s a way/tutorial to help you navigate the process of removing these fake reviews.
Understanding the Facebook notification system
Facebook, as one of the world’s largest social networks, has a review / star system to help users share their experiences with various companies and services. However, this system can be hijacked by malicious individuals posting false reviews and negative opinions.
Identifying a fake review
The first step is to identify that a review is fake. A fake review can be negative (or positive), and may have been written by a competitor, a troll or someone who has never been a customer. Look for signs such as excessively negative or positive language, details that don’t match your company or products, or a history of similar reviews left by the same user.
Report a fake review to Facebook
Once you’ve identified a fake review, the process of reporting it to Facebook can begin. Here are the steps to follow:
- Access the review: First you need to find the review you want to report. It can be found on your company page under the “Reviews” tab.
- Select ‘…’: At the top right of the review, there is an option ‘…’. Click on it.
- Choose ‘Find a problem’: a list of options will appear. Select ‘Find a problem’.
- Report the review: You will then be redirected to a new page where you can explain why you are reporting the review or the rating left. Be as specific as possible in your explanation to help the Facebook team understand the problem.
Follow the Facebook process
After you report the fake review, Facebook will investigate your complaint. This process can take some time, and there is no guarantee that the review will be removed. However, by providing as much detail as possible and following the steps correctly, you increase your chances of having the review removed.
Dealing with negative criticism
It’s important to note that even if a review is negative, that doesn’t necessarily mean it’s wrong. If I may be permitted this familiarity: “We all have annoying or jerk customers, and we’re always someone else’s jerk”. It’s crucial to handle negative criticism correctly, by responding in a professional, factual and productive way, and by taking steps to resolve any problems. This is how you demonstrate your professionalism and customer relations.
All in all
Managing fake reviews on Facebook can be a complex and time-consuming process, but it’s a necessary step in protecting your company’s reputation on this social network.
