You log on to your Facebook page only to realize your fans have gone bisurk! They are leaving negative feedback live on your page for the world to see. What should you do? Delete the comment, reply or ignore? Depending on the type of criticism you are receiving, will depend on the type of reaction you should give back. However never, never, never blame your customer or put them at fault. Not only will it make your business look terrible, live I might add, but it gives your company a bad name. Social media is opening a two way street of engagement from business to customer. Unlike traditional marketing mediums such as newspaper and TV which are mainly one way directed, social media allows for you to talk with your customer, your customer with your business, and your customers to talk among each other. How is one to deal with negative criticism on Facebook? Stay tuned for the latest tips.
1. Your at fault: If you really did, or didn’t, make a mistake and your customer is pointing out the flaw for you. Make sure to reply to them with a, “Thank you for pointing that out, we will be sure to address it.” The worst thing you could do is ignore the issue. Without intentionally trying so, you may have offended a customer with a certain post, image or question. If you have received a comment such as this, make sure to address it. The worst thing you could do is ignore. This will make it look like you don’t care about your customers and you are just trying to ignore it all together. As awkward as it is, apologize and give an explanation why you did so, then send them a direct message to avoid more conflict on your FB page. hint, hint: offer a free product, or two.
2. Negative critics: There are always people that only see the negatives in life. For those that are filling up your page with nothing nice to say, address them through a private message. Offer them a discount, a way you can help, or a free product. If you are trying to fix the issue vs. sweeping it under the rug they may be more willing to continue business with you. However don’t delete their comments. Although negative comments aren’t exactly desirable for page admins, they are feedback. Take a negative customer and turn them into a loyal customer by addressing their feedback correctly.
3. Spam: If you have received a spam comment from a competitor or a customer trying to make you look bad for another company, consider this spam. If you would like to give a reply, go ahead. But this is a time where deleting the comment might be to your benefit. This is something that you definitely don’t want floating around on your business page.