While I will be the first to tell you that it’s always better to respond to negative reviews than to try and delete them, Facebook is one of the few places where you can actually remove negative reviews (sort of).
For businesses with a fan page, you may or may not have the “Reviews” app installed to your page. If you do, then it’s like an open invitation for your clients/customers to review you. This can be a good thing if you have positive reviews, but if you’ve got a bad one, it’s not such a nice feeling. First, you should understand what happens when a Facebook user adds a review to your fan page:
- The review is posted to the “Review Wall” which appears on your “Reviews” tab/page of your fan page (see how it works on our Facebook Page)
- The review is also shown in the user’s feed stream to all of their friends showing that they just reviewed your business.
- You find the review and respond in a positive way (right?) — ok this may not be the case, but I try 😉
Now, I know I’m preaching to the choir when I tell you that even if the review is negative, you should try and right the matter, even though the world will see it. Because removing or deleting a review can further anger the negative reviewer and cause them to go on a rampage and post in other places, tell their friends, tweet about it, etc. However, if you just can’t stand it and must delete the review, you can:
A. Remove the single review: Hovering over the review with your mouse will reveal a small “x” in the upper right area. Clicking the “x” will allow you to remove just the one review.
B. Remove the whole review page from your fan page: Click on the “Edit Page” link and select the “Apps” link from the list on the left. In the list of apps, you will see one called “Reviews”. Click on “Edit Settings” and in the pop-up choose the “Remove” option. This will remove the link from your page all together.
Now, with all of that said – remember that you cannot actually remove the negative review from the reviewer’s feed. You can remove the review so your fans will no longer be able to see it, but the reviewer’s friends will have already seen the post in their feed – which is why responding in a timely and positive manner is always the best method of resolving negative reviews.
Update 1/1/2012: Facebook has since removed this option and fans can no longer leave reviews on Facebook directly. Since their partnership with Yelp! you may begin to see more in the way of reviews being brought in from them instead, however at this point, this is just speculation.