You know how important Facebook is for business. If you don’t have a Facebook page, you might as well be nonexistent. So you put a lot of thought and effort into marketing on the social network, and you monitor your page closely. It’s a great way for you to connect with your customers and learn more about them. Hopefully, they’ll take the time to write on your wall about how much they love your business.
But what if the opposite happens? Every business will one day experience receiving a negative comment on Facebook. It definitely sucks, but it won’t necessarily ruin you. What matters isn’t exactly what was said, but how you deal with it.
Tips to handle negative comments on Facebook for your business
Don’t Ignore the Problem
Whatever you do, don’t act like the negative comment doesn’t exist. It’s much easier to ignore what someone has written online than to ignore an unhappy customer in your store. You could even just delete the post and pretend it never happened. Don’t do this. You need to address the comment and hopefully appease the poster. By facing the criticism head-on, you’ll show other customers your dedication to their satisfaction and willingness to improve.
Whatever you do, don’t act like the negative comment doesn’t exist. It’s much easier to ignore what someone has written online than to ignore an unhappy customer in your store. You could even just delete the post and pretend it never happened. Don’t do this. You need to address the comment and hopefully appease the poster. By facing the criticism head-on, you’ll show other customers your dedication to their satisfaction and willingness to improve.
Respond Publicly
You want visitors of your page to know that you’ve addressed criticism by responding publicly to the comment in question. Come up with a carefully crafted response that is genuine, and “reply” to the negative comment. Make your response concise and polite. A public response will hopefully impress other customers, and it will prevent them from only seeing one side of the story.
You want visitors of your page to know that you’ve addressed criticism by responding publicly to the comment in question. Come up with a carefully crafted response that is genuine, and “reply” to the negative comment. Make your response concise and polite. A public response will hopefully impress other customers, and it will prevent them from only seeing one side of the story.
Don’t Be Defensive
In your response, do not be defensive. Offer a sincere apology, even if the customer is in the wrong. You’ll want to give the same response you would if the confrontation were face-to-face. A simple, “We’re very sorry you had a bad experience with us,” can go a long way. Try to avoid justifications, and definitely don’t make any accusations back at your critic.
In your response, do not be defensive. Offer a sincere apology, even if the customer is in the wrong. You’ll want to give the same response you would if the confrontation were face-to-face. A simple, “We’re very sorry you had a bad experience with us,” can go a long way. Try to avoid justifications, and definitely don’t make any accusations back at your critic.
Respond Privately
Your Facebook page isn’t just about appearances. You genuinely want your customers to be happy, so you should go beyond a public response and contact the poster privately. Send a private message to the poster. In it give a more detailed response than the one you put as a reply to the original comment. Again give a sincere apology, and if you’re willing to do something to make the complaint right, like offer a refund or a discount next time, do so in your private response.
Your Facebook page isn’t just about appearances. You genuinely want your customers to be happy, so you should go beyond a public response and contact the poster privately. Send a private message to the poster. In it give a more detailed response than the one you put as a reply to the original comment. Again give a sincere apology, and if you’re willing to do something to make the complaint right, like offer a refund or a discount next time, do so in your private response.
Learn Something
You should be utilizing Facebook as an important tool to gain some insight into your customers’ likes, dislikes, and personalities. Besides just looking for praise, you should be open to suggestions for improvement. Try to learn something from the negative comment, even if it was malicious. Is there anything the comment is telling you about how you can make your business better? Perhaps you can learn something that will help prevent other negative comments in the future.
You should be utilizing Facebook as an important tool to gain some insight into your customers’ likes, dislikes, and personalities. Besides just looking for praise, you should be open to suggestions for improvement. Try to learn something from the negative comment, even if it was malicious. Is there anything the comment is telling you about how you can make your business better? Perhaps you can learn something that will help prevent other negative comments in the future.
Just by following these very simple yet effective tips, gaining success in facebook is within your grasp. Have you experience of getting negative feedback at your facebook page? Share us your experience and how you manage to retain your reputation at Facebook.
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