Maybe it’s because the platform is more personal, but a negative comment about your business on Facebook may sting a little bit more than an anonymous comment on Google or elsewhere. Regardless of the real reason why, it’s important to learn how to immediately deal with negative comments on Facebook appropriately, because you’re feeling that sting for a reason.
If the comment was posted on your page, then you have two options: you can either remove the original post where the comment was left, or you can post enough content in succession that eventually pushes the negative comment off the screen. You have more options then the previously discussed blog on negative search results, but remember to stay calm and act rationally. Use your judgement to decide which tactic is right for you in the given situation. However, deleting posts is generally not a good idea, unless you absolutely have to (in the case of profanity, racism, homophobia or other unacceptable behaviour).
Removing A Negative Facebook Comment
If the comment was posted on somebody else’s page, then you can either ask them to remove it or report it to Facebook if it does in fact violate their terms. When contacting somebody else about a comment on their page, always invite them to speak to you in private rather than in a comment thread that is publicly visible.
Receiving a negative comment can often turn into a positive situation. For example, if a sensible customer posts a logical and fair complaint about your product or service, then they may have inadvertently brought to light an unseen or unheard problem within your company that needs to be dealt with – sooner than later. In hindsight, the customer’s negative comment actually helped save you. And there is no reason why you can’t respond to their complaint in an equally logical and fair way, which in turn may help you earn the customer’s trust and respect back.
However, as we all know, many people do not leave comments that are fair or logical. If you’re dealing with a “troll”-type scenario, then you may be better off responding in a way that acknowledges the person, but at the same time does not take the bait. It is likely that anyone else who comes across the comment will also see that you’re dealing with a troll. If your business has an open and public track record of strong customer satisfaction, then this type of situation won’t hurt you.
Do Not Ignore Negative Facebook Comments
One of the lessons here is that no matter what, the worst thing to do is offer no response, regardless of whether it’s a legitimate complaint or an inflammatory troll. First assess the situation, and understand what you’re dealing with, then decide how to respond appropriately. However, not responding at all can come off as shady and selfish – which is something other people would likely notice.
The key to dealing with negative comments on Facebook is to always address the commenter, either publicly, privately or both. Mistakes happen to everyone – and in business, they are many times out of your control. As the old saying goes, it’s not the situation, but how you respond to it that makes you who you are. As in our personal lives, the same holds true in business. Even if the customer is angry about the issue, a great response can change their entire perception of your company.
If handled appropriately, then each scenario will play itself out organically, meaning, if you handle a legitimate grievance appropriately, then your customer will likely be satisfied. If you handle a troll appropriately, then they will go away, because they didn’t get what they wanted. The good thing is that by responding publicly on Facebook, the rest of your audience will get a chance to witness the strong character of your business.
Make Your Facebook Mistakes An Opportunity
Every mistake, which may or may not lead to a negative comment about your company, provides a silver lining and the opportunity for improvement or progress. If you respond in an outstanding way, then the customer who originally complained may end up becoming one of your biggest advocates. Take the opportunity to demonstrate to not only that customer, but to your entire audience, what you believe in and stand for as a business.
To find out more about how to improve your Facebook marketing, download our free ebook: How To Turn Facebook Fans Into Paying Customers today by clicking the link below.