Facebook is no longer just today’s most popular social network; it’s also an emerging local business discovery engine, with pages for local businesses that users can like, mention, talk about, engage with, connect to, and review.
Yes, that’s right. Review.
In case you didn’t know (and this began late last year), Facebook now allows business users and business page administrators to enable a Review button, with ratings based on a five-star system. Facebook pages with Review buttons come also come with a box where users can write their answer to the question, “What do you think about this place?”
What makes Facebook reviews different from that which you see, say, on Yelp or TripAdvisor is that these reviews serve as social signals, too, and can (depending on the reviewer’s privacy setting) be seen by the reviewer’s friends and social network. By their very nature, they have a unique potential to build buzz around your business or brand and generate new opportunities for you. As a matter of fact, Facebook is already the top app for mobile users looking to write online reviews.
Have you enabled online reviews of your local business on Facebook? If not, here’s some info – and answers to frequently asked questions – to help you get started.
How do I enable Facebook reviews on my page?
Not all Facebook pages can enable and display reviews and ratings. Pages for singers or actors or authors, for example, can’t (yet) have a review button. To make sure that your Facebook page is review-ready, you have to choose Local Business as your page category, which means that you’ll also have to specify a physical address or location. You will then be given an option to narrow this page category down to, say, a restaurant, a café, a hotel, a hospital or healthcare facility, or what-have-you.
If you need to change your page’s category to Local Business, all you have to do is:
- Go to Settings (located at the top of your page)
- Click Page Info
- Select Local Business as the page Category
- Select a more specific category like restaurant or café
- Save changes
To add your business’ physical address or location, follow these steps:
- Go to Settings
- Click Page Info
- Click Address to enter your business’ physical address
- Click to check the box next to Show Map, check-ins and star ratings on the page
- Save changes
Who can write and post Facebook reviews of my business?
Unlike some review sites, Facebook doesn’t allow anonymous reviews. At the very least, reviewers have to have personal Facebook accounts in order to write a review or rate your business. Users can rate your business from one to five stars, though, without having to write a review, and these online ratings factor into your overall rating.
Will I be able to respond to reviews of my business on Facebook?
Yes, you will be able to respond. When you enable reviews on Facebook, you’ll see an option to respond similar to the option to comment on a page post left by a user. You can also “like” a review. However, if the reviewer’s privacy settings are such that the review is not visible to the public, the audience that can see your response will also be limited to the members of the user’s social network that can see his or her review.
How do I delete negative Facebook reviews?
Unfortunately, you can’t delete reviews on Facebook. You can, however, disable the Review button. You can do this by changing your settings and removing your business address off your Facebook page. You also have the option to report a review as Spam if you think the review is fake, fraudulent, and written by a disgruntled ex-employee or competitor.
Help! People are writing great reviews of my business, but they’re posting on a different Page.
Recently, Facebook introduced the ability to get Local Business Pages verified. This means that you can help potential and existing customers find your official account – instead of duplicates or accounts that you’re not an administrator of. Verified business Pages will also show up higher in search results.
To verify your Page, go to “Settings” and click “Page Verification”. You’ll be asked to enter your business’ publicly listed phone number. After entering the number, click “Call Me Now” to allow Facebook to call you with a 4-digit verification code. (Alternatively, you can upload a business document (i.e., phone bill) to get verified. Look for the option that says “Verify this business with documents instead”. Make sure that the business document shows your business name and address.
Looking for more tips? Check out: The Ultimate Guide to Facebook Pages For Business.