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Social Media For Business: Solutions for Negative Feedback

How do you handle negative feedback on your company’s Facebook Page? Do you “ban the user and erase their comment”? Or perhaps you’ve decided to “be transparent” and deal with the negative criticism through commentary. Each of these approaches holds a danger to your company’s brand. Having handled severe cases of negative feedback on social media, particularly on Facebook business pages, I’ve come to realize that: 1) People like to be jerks because the anonymity of social media means no consequence, and they are free to complain without any actual authority or insight on the issue. 2) People do have legitimate concerns, and their comments/questions do need to be addressed by the company. As a social media administrator, there are established ways to deal with these issues. As the company representative for your social media presence and senior management demanding answers to the most recent issue flaming online, you must learn to handle negative social media feedback differently.   There are two solutions: A) Learn HOW to respond to your audience. There are protocols available on how you should respond to negative feedback in social media. The advice to “be transparent” simply isn’t enough; it is short-sighted, and may cause a larger issue that can escalate into a brand-damaging situation. As an example, is the commenter a ‘troll’ trying to bait you into a Facebook conversation you can’t win? Perhaps they are misinformed and a rational response based on facts is all that is needed. Are they a ‘rager’, where their rants or satirical comments simply won’t be appeased? Maybe they truly are an unhappy customer who just wants to...