How to deal with negative comments on Facebook
When launching new advertisements on Facebook, you are always looking to reach a great audience and receive positive feedback. But when that feedback isn’t positive, the last thing you need to do is panic. Although it is true that negative comments on your campaign’s advertisements can damage your brand’s image and even decrease your sales, it can also be a good moment to show your professionalism and expertise. With the right approach you can turn those negatives into positives. Here are some helpful tips on dealing with negative comments on Facebook.
Be positive
Negative comments can sometimes be hurtful, especially when you do not agree with them, but the last thing you need to do is fire back. A negative comment from a customer is often a scream for attention and the customer wants to feel understood. Give your customers the attention they need and stay positive. Remember, you are a Ziler and a well-respected seller on our platform, so stay professional. If you reflect your positivity towards your customers, they will feel it and eventually go along with it. This makes them more approachable and it will increase your customer satisfaction in the end.
Stay confident
Satisfying the customers is the most important aspect of our industry, but that doesn’t mean that they have the upper hand. As a seller, you are a professional and you run your own business. Always respond confidently and constructively. Assure to your customers that their problems will get solved right away and explain the situation. This way you prove your professionality and you have the possibility to change the customer’s mind.
Get into action
When offering a solution to your customer’s problems, make sure to get into action right away. If the client has to wait again for the problem to be solved, he will get even more disappointed and that’s exactly what you want to avoid.
Avoid arguing
Having an endless discussion about who is right or wrong won’t help either party. The customer is the king – no questions asked. So do your best to reply in an impartial, precise, and kind way. Furthermore, other clients may read the Facebook post and you don’t want to sound rude or unprofessional. Show your ability to find a satisfying solution.
Talk it out
As mentioned above, given that other customers will be able to read those comments, you should make sure that the discussion leads to a good and strong conclusion. This way they will be able to see that you do indeed offer satisfying solutions and that you take your customer’s remarks into account.
Do not feed the hate
In the case that a costumer goes too far and gets aggressive and rude, it’s best to respond positively and very kindly. Try to calm them down and assure them that you will find a solution together. If the customer continues to be offensive, ask them to change their tone or you’ll stop replying. If the situation gets extremely out of hand it’s best to delete the comment.