There is nothing worse than opening up your business FB page only to find that all your hard work has seemingly been for naught. Negative comments can hit hard, particularly if you put your heart and soul into something. Nevertheless, it’s an unfortunate part of doing business and using Facebook to increase your reach.
Fortunately, there are tactics you can utilize that should help you cope with this issue and keep your business on track.
Use Tools To Help You Automate The Process
When managing a significant Facebook page, the amount of negative feedback you receive can quickly become overwhelming. Because of this, you might need to use professional tools to help you automate the process of removing irrelevant or harmful comments. This will give you more time to work on things that are more useful.
With the right tools, you can say goodbye to spam and give room for other commenters to provide feedback and positive commentary instead. These tools provide you with granular control over how comments are displayed and which comments to remove if certain words are triggered automatically.
Not only will you be surprised at how much time and effort you can save once you’ve set everything up, you can keep yourself from going slowly mad dealing with bots and trolls.
Stay Calm And Professional When Responding
Nothing is more off-putting than a business owner responding to a negative response in an unprofessional manner. While you may feel justified in responding to a commenter with a large dollop of sass, keep in mind that you are actually writing your response for the benefit of other viewers of the post.
If a review is particularly heinous, you should take some time to consider the issues the reviewer brings up before going on a rampage against them. In some cases, their anger might even be justified and something you should improve on.
Don’t Delete The Comment; Instead, Acknowledge And Address It
Even though the first point was about getting rid of negative comments, that was mostly about comments that are harmful and don’t add anything to the conversation.
If a comment is related to the page, it might be a better option to take a more considered approach and allow yourself the opportunity to present your side of the story. You’d be surprised at how many people can see through a negative comment, and your reply could earn you more respect if well-thought-out and concise.
Respond Promptly To Show That You’re Listening
Listening on Facebook and a prompt response can be enough to quench even the hottest hearts, so you should prioritize responding as quickly as possible before things get out of hand.
Obviously, it might not be feasible to answer when you receive a comment while you’re asleep, as is the way of the internet, but you should take time each day to go through comments and reply where necessary.
Respectfully Disagree If Necessary
Despite the famous adage to the contrary, any business owner knows that the customer is not always right. As such, you don’t always have to agree with something they say. Nevertheless, if you find yourself in this position, avoid dismissing them outright, and reply with respect and your reasoning why they might be incorrect.
Running a successful Facebook page is a tricky task to handle, especially if you have a large and vibrant community.
Hopefully, the tips in this post will give you some ideas on how to tackle the occasional adverse comment that will inevitably pop up from time to time.