Ratings are now Recommendations!
We know this isn’t news, Facebook’s Business Page updates have been in place for several months now, but we want to ensure you’re making the most of them for your business.
So read on and discover how you can turn these changes on and into business advantage.
What’s behind the change?
Put simply, Facebook designed these changes to help more people connect and interact with local businesses, local businesses like yours. And, to make it easier for customers to give their opinions and write more constructive, richer reviews about their experiences.
Facebook’s own research shows that 1 in 3 Facebook users are using the platform to find reviews and recommendations, so this update could be a game changer for your business and the reach and engagement it receives on Facebook.
What does the change to Facebook Recommendations mean for your business?
Since August, customers of your business can now explicitly recommend, or not your service to others.
If they do this from a mobile, they can also add a photo or rich media along with a written opinion of their experience, tagging their review with any number of descriptions generated from words used in the past reviews: : great patient care, friendly staff etc.
Pretty powerful word of mouth opportunities are there for the taking. So if you haven’t yet enabled reviews, it’s definitely worth doing now.
Go to the Admin Panel of your business page > Edit Page > Update Page Info
On the Page Info, check your Category and make sure you are either of the following:
Companies & Organizations
On Page Info, enter a valid mailing address. Ensure “Show this map on your Page and enable check-ins” checkbox is ticked
There is no mistaking Facebook’s goal - to help customers share experiences and provide valuable feedback to others looking to make similar purchasing decisions. For your business, this is an opportunity to utilise the wisdom of crowds. If you provide a good service, there is even more reason to find ways to incentivise your patients to leave a Facebook review.
What’s more these reviews are discoverable across Facebook when people are searching for, or talking about your business.
How do ‘Recommendations’ work?
Your review section now includes a mix of star ratings and recommendations. However, instead of seeing stars at the top of this section, a numeric rating out 5 is now prominently displayed.
If enabled customers are asked to click yes or no as to whether or not they recommend your business.
Businesses that have activated recommendations and have enough of them receive a score which draws on multiple sources, principally the recommendations people share about the business but also the stars assigned using the former ratings system. This score is then displayed places where customers make relevant decisions, such as Maps.
Legacy star review data will still appear but will be translated into recommended or not recommended.
If your business is producing consistently happy patients and you’re delivering best in class care, people are going to recommend you. Let them. Ask your patients whether they are happy to recommend you on Facebook and don’t forget to prompt them on the attributes of your service you most want customers to hear about.
Your next patient is on Facebook wanting to be told where to go for expert treatment. Let your happy customers do the telling for you.
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