How to Deal with Negative Comments on Facebook - Social Media


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How to Deal with Negative Comments on Facebook - Social Media

  1. 1. How To Deal With Negative Comments on Facebook
  2. 2. One day, out of the blue – you’re going to publish something, or do something, that results in negative feedback on Facebook. The question is, what are you going to do about it? Today’s post is all about dealing with aggravated, upset fans on your Facebook page, and keeping your social reputation intact.
  3. 3. Finding The Root of The Problem
  4. 4. You land on your Facebook page, andhorror! Your fans are up in arms! What do you do? The first thing, isdetermine the root cause of the issue. Believe it or not ‘trolls’ still exist, though these days it’s called ‘raging’ instead. Step one is to find out whatyou’ve done wrong. Is this an isolated incident? Who is this coming from?Why are they saying the things they’re saying?
  5. 5. Establish if the slander is warranted, or if it’s just someone raging your page.
  6. 6. Turn The Problem Into a Solution
  7. 7. By now you should have established whether this was a one-on-one typedeal, or if it involves many fans. Here’s how you turn the problem into an opportunity to make your business look good.
  8. 8. 1) It’s your fault. You’ve done something wrong! Immediately apologize to the person, or people concerned. Then go a step further.Offer them something extra for free,as a heartfelt apology. People love it when you make an effort.
  9. 9. 2) It’s partially your fault. But the fan isbeing unreasonable and embarrassing.Apologize anyway, about the fact that the issue caused the fan so muchdistress. Then give them a free gift. Or two.
  10. 10. 3) It’s not your fault. Your fan is going nuts! Apologize on your Facebook page, and offer to clear up the matter via email. It’s much more private and will prevent any further‘live’ feedback. Do NOT engage this fan publicly.
  11. 11. 4) What’s going on? Pure rage/trolling! Publish a brief post apologizing to your real fans, andexplaining that the message was spam. Delete the post. Block and report the troll.
  12. 12. Rules of Engagement
  13. 13. Whatever you do, always respond. When you don’t respond, and yourpage is left full of negative feedback,you’re shooting yourself in the foot. Even if it’s a highly unpleasantexperience, regarding a fan or client you’ve had trouble with, make the effort. Not for them, for your own sake.
  14. 14. Always respect your fan or client, even if they are completely unreasonable.The last thing you want to do is rage at them, or start a public fight. Be the bigger person, and be polite. Don’tremove all negative posts. Use them as an opportunity to show your other fans that you care about their concerns.
  15. 15. Do this right, and you’ll find that otherfans often come to your defense. What started out as something very negative, can turn out to be the bestpost on your page! So keep your head, stay calm – and respond in a professional manner.
  16. 16. Social Media Marketing University(SMMU) is the creation of John Paul Souza, a serial entrepreneur whos held senior managerial positions at Banc America Capital ManagementGroup and JP Morgan Chase. Serving marketing professionals,
  17. 17. entrepreneurs and corporations,SMMU differentiates itself by offering hands-on training from hands-onexperts who are actively applying their skills on real-world projects.
  18. 18. 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 for businesses. The firm has earned the title of "most trusted social media firm" with over 900 unsolicited testimonials.
  19. 19. For more information about socialmedia webinars and social media online courses, please visit
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