There are several different do’s and don’ts of responding to negative feedback on Facebook.
The first do is to make sure that you respond in a timely manner. When a person is upset or angry, then you don’t want them to feel like they are ignored. More than likely, they posted the comment because they had something to say and they want some type of reaction from you. When you respond as soon as possible, then it is going to show that you care about your customers and what they have to say. This is because you are going to be addressing the needs of your customers.
The second do is to take the conversation with the customer offline. This means when you are responding to the negative comment that a customer has left on your social media page, it doesn’t mean that you need to go back and forth with them on your page. If you do happen to respond to the comment, then you need to try to encourage the user to find a more private place for the conversation. When this happens, you can prevent other people from seeing the details of the situation.
The third do is to make sure that personalize the message. This is because you will be able to get all of the information that you need from the customers on their page. This is one of the best ways that you are going to be able to show that you care about your customers. You are showing them that you care about what they have to say. Therefore, your comment is not going to feel like an automated response to them. Plus if they have included any of their information in the post, then you will be able to mention it inside of the response.
Keep your cool
The first don’t is to make sure that you don’t lose your cool on the post. It is important to remember that the customer is always right before you make any comments. When that type of message goes up, all of your customers are going to be waiting to see what your response is going to be. Therefore, they are going to be looking at how you are going to handle the negative feedback. It is very important to stay professional when you are responding to the negative feedback on your social media page.
The second don’t is to make sure that you just don’t delete the comment. This is one of the worse things that you can do for your company. This is because when they have realized that you deleted the comment instead of responding to it, then it is going to cause them to hate you even more. In fact, there is a chance that they could repost it and then they are going to call you out on deleting it. When you delete it, it is going to look like you don’t care about your customers.
The third doesn’t is to make sure that you don’t have the same generic response to all of the negative comments that you get. Believe it or not, people are going to notice it so it is going to make it seem like you are not sincere in your comments. When you are writing a message, you want to make sure that you are highlighting the fact that you care about your customers. Therefore, you don’t need to communicate with your customers, in the same way, every time you get a negative comment from any of your customers.