Should you delete a negative comment on your Facebook page?
Take every opportunity to engage with your audience.
You never know who is watching!
Social media is a way of interacting with your customers. Its a good way of getting instant feedback from them, and if you need to do market research what better way of getting an answer to your questions that by going directly to the horse’s mouth.
The problem with this is when one of your customers uses social media to post a negative comment. A client of mine recently contacted me horrified that one of their customers had posted a negative comment on their Facebook page, and they needed some advice on how to approach it.
My advice to them and you is take this experience to turn it around and use it to your advantage.
1. Don’t make it personal, as this may be seen as another opportunity for them to join in and the last thing you want is to add fuel to the fire.
2. Apologise, and try to defuse the situation. On Facebook there is a private message button, get in touch with them personally to talk it through.
3. Take the opportunity to point out the company policy on a particular issue.
4. Learn from your mistakes, and take it on the chin. If you’ve made a mistake, admit it and make sure it doesn’t happen again.
5. Don’t ignore it, you’ll be seen as burying your head in the sand and not dealing with the situation.