How To Deal With Adverse Comments on Facebook
One day, out on the blue – you’re heading to publish something, or do something, that results in bad feedback on Facebook. The question is, what are you heading to complete about it? Today’s article is all about dealing with aggravated, upset fans on your Facebook page, and keeping your social popularity intact.
Finding The Root from the Problem
You region on your Facebook page, and horror! Your fans are up in arms! What do you do? The very first thing, is determine the root trigger on the issue. Believe it or not ‘trolls’ even now exist, while nowadays it’s referred to as ‘raging’ instead. Step a single is to study what you’ve done wrong. Is this an isolated incident? Who is this coming from? Why are they saying the elements they’re saying?
Establish if the slander is warranted, or if it’s just somebody raging your page.
Turn The Trouble Into a Solution
By now you should have established whether this was an one-on-one type deal, or if it involves many fans. Here’s how you turn the difficulty into an opportunity to build your organization appear good.
1) It’s your fault. You’ve done one thing wrong! Right away apologize for the person, or people concerned. Then go a step further. Supply them anything extra for free, as being a heartfelt apology. Folks love it whenever you make an effort.
2) It’s partially your fault. But the fan is being unreasonable and embarrassing. Apologize anyway, on the fact that the dilemma caused the fan so significantly distress. Then give them a cost-free gift. Or two.
3) It’s not your fault. Your fan is going nuts! Apologize on your Facebook page, and supply to clear up the matter via email. It’s additional personal and will prevent any additional ‘live’ feedback. Don’t engage this fan publicly.
4) What’s going on? Pure rage/trolling! Publish a brief write-up apologizing to your real fans, and explaining how the message was spam. Delete the post. Block and report the troll.
Rules of Engagement
Whatever you do, often respond. When you don’t respond, and your page is left full of adverse feedback, you’re shooting yourself within the foot. Even if it’s an extremely unpleasant experience, relating to a fan or customer you’ve had dilemma with, make the effort. Not for them, for your own sake.
Always respect your fan or client, even if they’re totally unreasonable. The last thing you need to do is rage at them, or begin a public fight. Be the bigger person, and be polite. Don’t get rid of all adverse posts. Use them as an opportunity to show your other fans that you care about their concerns.
Do this right, and you’ll discover that other fans always come to your defense. What started as one thing extremely negative, can turn out to be probably the most write-up on your page! So keep your head, stay calm – and respond inside a professional manner.
Social Media Marketing University (SMMU) is the creation of John Paul Souza, a serial entrepreneur who’s held senior managerial positions at Banc America Capital Management Group and JP Morgan Chase. Serving marketing professionals, entrepreneurs and corporations, SMMU differentiates itself by offering hands-on training from hands-on experts who are actively applying their skills on real-world projects.
SMMU was recently honored as one of the top 5 finalists by the leading blog site, Mashable, as one of the top provider of social media services (social media for business, social media website, etc. ) for businesses. The firm has earned the title of “most trusted social media firm” with over 900 unsolicited testimonials.
For more information, please visit http://www.socialmediamarketinguniversity.com
Published: March 12, 2012, 16:25 | 42 Comments on How To Deal With Adverse Comments on Facebook
Category: REALITY NEWS-ROSARY