Negative comments are bound to happen when small businesses use Social Media. Here's a story of how those negative comments can actually help the Small Business
How a Negative Post on Facebook Helped a Small Business
Posted by SocialBrothers under Social MediaFrom http://socialbrothers.net 4024 days ago
Made Hot by: gmastersj on April 23, 2013 3:39 am
Who Voted for this Story
Subscribe
Comments
4013 days ago
4012 days ago
4019 days ago
4019 days ago
4024 days ago
4024 days ago
For example, if the comment is on a Facebook Fan Page, respond to the comment asking them to send you more details in the private message feature built into the Fan Page. This lets all the other Fans know that you saw the comment and are addressing it. But it also respects the customer by keeping it private and protects your brand by not giving away more than you have too. When the issue is resolved, visit the public comment again and respond again with something like; "Again, we apologize that you had this experience, we're glad that we were able to correct this issue, please let us know if there is anything else we can do for you." This response ends the negative comment and tells anyone else that comes across it that it was indeed resolved.