How to Respond to A Negative Comment on Facebook

Posted by SocialBrothers under Social Media
From http://socialbrothers.net 4146 days ago
Made Hot by: sophia2 on July 17, 2013 2:12 pm

Negative comments on Facebook Business Pages are a common problem. By responding to these negative comments correctly, they don't have to hurt your business.

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Comments

Written by tiroberts
4146 days ago

Great piece, Trevor.

Handling disputes on social media, where everyone can see, in calm and professional manner does wonders for your brand, exposure, creditably and customer loyalty.

You get to publicly exhibit your expertise and quality customer service and use a potential negative experience to your benefit.

Thanks for sharing your insights. I'm glad to have found your post on bizsugar.

Ti

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Written by SocialBrothers
4146 days ago

We don't think you could have said it any better! When you look at the opportunity with responding to customer service inquiries on social media you can see yet another benefit of using the networks.

However, if you ignore these comments or simply delete them, you'll equally harm your brand. Thanks for your comment!

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Written by AngelBiz
4146 days ago

Trevor - Nice ideas. I would add that you should not try to get engaged in back and forth mudslinging with the commenter. Once in a while you will come across a jerk who just wants to have a fight. if you come across this situation just step back and remain silent after the initial response. The jerk will eventually go away.

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Written by SocialBrothers
4146 days ago

That is an excellent point! This was something we were actually going to add to the post, but ran out of space. We're going to be doing another related article on what NOT to do when responding to negative comments on Facebook, this will be the number one recommendation. Thanks for your great tip, when you go back and fourth with a unhappy customer, your brand is the one that ultimately loses.

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Written by tcamba
4146 days ago

Some people just like posting comments to either troll or just want to have fun. The best way to remedy? Kill them with kindness. Kill them with an awesome positive reply.

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Written by SocialBrothers
4146 days ago

Great point! We do find that once your Page starts getting more Likes and engagement you'll attract bot accounts or spam. In these cases we recommend you look at the comment and determine if it's real or not. If it's not a real comment, delete it. If it is a real comment, respond with a positive comment and watch the user disappear with confusion. Thanks for your input!

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Written by bigmoneyweb
4146 days ago

This is a very interesting topic man, Facebook negative comments is no longer a new thing and, we should all get use to it. What I believe is that critics only means you're doing it right. Thanks for sharing this with the bizsugar community.

Val

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Written by SocialBrothers
4146 days ago

Absolutely Val, there's a quote that we always remember and remind our clients; "There's only one way to avoid criticism: Do nothing, say nothing and be nothing."

Thanks for your input and comment!

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Written by OpenSourceMedia
4146 days ago

I experienced to have an inhuman comments in my post. It pointing unto me and it really brought me to anger. It feels like I'll gonna punch the monitor. I am a high tempered person and fortunately I manage to control my emotion. I just delete what he commented.

I think many experienced the same thing as I had. And many will just going to encounter it due to the crab mentality of some of our competitors. So this post will really helps them what to do if they are out of control.

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Written by SocialBrothers
4146 days ago

Great feedback! You bring up a great point in regards to comments from bots or compromised profiles. Like anything, you can see comments from fake accounts, often times they are pointing to third party sites or trying to sell something.

When you get a comment from a source that is clearly not an actual customer, we do just recommend to delete it. That is one nice thing about Facebook, you're able to remove any comment that isn't real or doesn't fit your social media guidelines. Fake comments don't have their place and should just be deleted. However, if it's a real customer that had a real experience, follow the steps in this article for the best results.

Thanks for your comment!

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