As part of my personal online strategy, I’m mostly an “open linker,” willing to connect with any and all people who’d like to connect with my social profiles. Get the daily newsletter digital marketers rely on. Imagine receiving an email in all caps containing offensive and harsh language to go with it, it’s an immature way for a business to communicate. There’s likely no universal right or wrong answer as to whether a company should allow all postings from consumers to be published unmoderated and visible to everyone versus managing postings with tight controls. Facebook has exceedingly good management tools for handling things, and there are some tricks you can use that I’ve discovered over time, so here are a handful of options you may not be aware of. Click in the text box that appears. What’s the Difference Between Sponsored and Native Content? In the majority of cases, you’ll use the other options for hiding/deleting comments and posts or just banning a user from your page. Whether its constructive criticism or downright inappropriate, we can use the following responses: Say, “Thank you for sharing that.” This response doesn’t allow the criticism to reach you and shuts down further attacks. If their speech has strayed over into being abusive or bullying, you may be able to get Facebook to take action against them, and this can be useful if it makes it harder for them to attack you online. But the urge to defend every point must be resisted. But, as I described above, the “Hide” option is pretty brilliant, so I see a lot more benefit from it than from complete deletion. Here are a handful of tactics for managing Facebook haters, if or when they may show up. To go this route, start with Facebook’s Safety Tools & Resources page. Fortunately Facebook has equipped page admins with tools to moderate comment threads so they can keep their business presence clean and respectable. Allowing customers to voice some irritation or disapproval for something via your Facebook page may help you avoid their setting up a blog or a RipOff Report that’s going to follow your name forever online. It’s my philosophy that in many instances, a “light touch” is to be preferred — all social media are perceived similarly to a public forum, and in most cases, your audience will not react positively to your shutting people down. This vital factor must be considered while responding to negative reviews. Surprise! the reason why i didn't take because she is really mean to me and makes rude comments about and puts me down all they time k her what she said Thanks. The importance of saving face becomes even more crucial when looking at the results of a massive survey of online reviews as they relate to local businesses. Most businesses simply cannot do humor effectively, and in most instances, when a company tries to bite back against haters, the effort may fall flat. Asked By: This section shows who asked the Question.Additionally, in the gray header, you can see how many followers the Question has. She then made that statement good by sending a store credit update. Janice decided to let him know she thought he was being rude, but she didn’t want to stoop to his level and create more issues within the family. Social media users know this, and if they see nothing but positive comments, they’ll assume your company is deleting the bad comments. If you’ve witnessed one of these heated debates, you probably noticed that in the end no one ever changes their mind. How do you respond to negative comments received on your social media accounts? Sometimes an angry blog comment will come from someone who only read the opening paragraph and failed to read any further. At least you’ll show that you’ve considered both sides of the debate, which will make you more credible to bystanders. A number of customers were likely insulted by the responses, and it’s generally bad for consumers to become confused about who is or who isn’t an official representative of a company. Once you’ve done that, refresh the page and click to edit the address again — you’ll see warning text in a yellow box beginning “Your mailing address is currently incomplete…” The last sentence is “You can also remove this Place to turn off check-ins for your Page.”. Fortunately, when it comes to dealing with rude people, talking back is an option. You might even win an apology out of it. Just delete, take a deep breath, and respond rationally. Responding & Managing Facebook Comments. The corporate world frequently forgets that it’s actually okay to be human and to communicate in a humane way with people — and doing so will win over people more than cold, sterile communications. The same stands for follow up questions on the issue as it can end up with the aggrieved customer stating more negative things. Unfortunately, the solution for this involves deleting your map/local information from your page. Depending on the style of the company involved and the type of issue, there is a scale between loosely managed and tightly controlled. But a greater number of people were likely amused, entertained and further won over by the responses. As a general rule, you, the Facebook page admin, should not remove negative posts. Twitter has options to … Click Reply below the comment. If people are posting comments to your ads, don’t ignore it and just keep paying — you may want to review and hide negative comments rapidly to keep the ads’ performance positive or start up a whole new ad to replace the one with detracting comments. How to Use Google Search Console: A Marketer’s Perspective, How to Make Relevance the Watchword of Your Marketing Team, How to Learn SEO (to Create an In-House Team): Courses, Certifications and Tools, Online Relevance: 15 Tips to Stay Relevant Amidst the Noise, © 2020 – Relevance. Of course you must respond to negative reviews, but don’t make it long-winded and wordy. Facebook has comment moderation tools for your Page. Remember, your response might be for individuals who made a negative review in the first place. When you’re faced with too much negativity, and when it’s becoming too distracting from the work and promotions of your business, it may be time to forcibly snip it off from public view. It will keep your thoughts and actions positive, and show others that their rude words simply cannot take your power from you.. 2. There are many ways to respond to rude comments on social media networks. You may be working your hardest to build a positive image and have done everything right, but you are bound to run into a peeved customer at one point or another. How to Reply to RUDE and OFFENSIVE Comments! This much-needed and much-requested feature for pages has not been provided by Facebook. The Best Ways to Respond to Negative Comments, Our site uses cookies. You can give a very brief answer without going into a lot of detail. But, with all the other options above, I’d argue you don’t really have to do this. Learn more about how you report something that goes against Facebook's Community Standards. But sometimes, irate or malicious individuals will not be diverted. Whether you deserve those negative comments or not can be a different point altogether. Your privacy means the world to us. Their argument then backs up the exact points you made. This is actually brilliant! This way your recipient will see that you are a tolerant and serious person who will not accept rude behavior. The company representative deftly neutralized a potentially unpleasant situation by first apologizing for the bad experience and then reiterating the company’s commitment to meeting the customers’ needs. By continuing to use our site you are agreeing to our, 6 Reasons Your Brand Needs Negative Customer Reviews, 4 Marketing Minded Strategies for Handling Negative Feedback. To do this, view the comment that someone added on one of your Facebook posts, then mouse over their comment, and an “X” will appear in the upper right of their comment. © 2020 Third Door Media, Inc. All rights reserved. I hope these tactics will come in handy if you have to handle haters on your Facebook page. According to the expert: “Turn a stupid question into a new conversation and [then] change the subject. Responding generously to valid complaints will make you look good to consumers, and being gentle and professional in dealing with crazy or unreasonable comments can also be a win. If she is clearly trying to drag you into a fight by being nasty, don't let yourself be pulled into a battle that serves no purpose. It will help you respond in a measured and mature tone. Resist the impulse to defend yourself in the moment, which ends up being a more powerful way of protecting yourself. Whether your business has felt the brunt of a major online reputation issue or not, it’s not unusual for all organizations to face some negativity on social media. If you use an email signature, keep it in your reply to a rude email. The Question box has several parts and they offer a few different options for what you can do next: Question: The blue header of the question box shows the original Question asked. Namaste.’” Then, she walked away. 2 They’re trapped by their own fear of others or fears of the world. I believe that negative comment must be dealt with kindness. Step number one of how to respond to rude comments is actually to step back. Unbelievable, right? It’s just like the saying Kill them with kindness.Â. This is definitely an odd solution that’s apparently occurred in some cases spontaneously. Save my name, email, and website in this browser for the next time I comment. She responded by saying: “You know, in order to walk up to a stranger and say that is stunningly rude. The “Delete” option link will appear under the comment area. Caps lock and multiple exclamation points only show that you’re letting your emotions get the best of you. I think that some businesses have deleted or taken their Facebook pages offline because of issues around this, while yet others have declared Facebook bankruptcy by opting to ignore their Facebook pages entirely. If you’re a regular blogger, you’re bound to have a few trolls who strongly disagree with and/or mock everything you say and do. Even so, I counsel caution: For a number of my clients facing serious online reputation issues, I’ve repeatedly found that providing social media platforms can serve as something of a lightning rod, providing a place for people to communicate with you and about you. Click on that “X,” and you’ll see the option to delete the comment. Do not shy away from the networks as the majority of comments are positive and supportive in nature. Not everyone is going to have a glowing review of your product or company. Show respect for other people’s opinions. However, it’s not a platform to overlook when it comes…. That last bullet is significant, because not only does it mean that 9 out of 10 people will read a negative review, but that your response has the power to repair the damage the negative review has done. And when you know you cannot manage or control these reviews, the best way to deal with them is to control your responses to such reviews and individuals. Whether the negative portion is concerned, you should treat it in your response it as if it was a one star review. If you’ve got an ongoing issue with sporadic-to-intense frequency of negative postings submitted to your page, it may be advisable to set your page so that visitors’ posts must be reviewed and approved by you prior to being published. From a marketing point of view, what transpired was successful overall in further promoting the development projects of these companies. The rule of thumb is to keep it crisp. You choose how to react in any given situation, so choose happiness. September 8, 2019 November 8, 2020 Graziana Filomeno advanced-eng In this article we are going to see a series of expressions to use with people who reveal themselves to be rude, vulgar or irritating, towards whom we can’t reply properly. Currently, I don’t believe there are any Facebook administrative tools that help control or manage the visitor comments other than going in and hiding ones that you feel shouldn’t be visible there. This is accomplished on the Settings page under “Visitor Posts.” You can set whether you’ll allow any photos/videos to be posted, and you can choose to “Review posts by other people before they are published to the Page.”. You post an opinion, or a complaint, or a link to an article on Facebook.Somebody adds a comment, disagreeing (or … For business/organization pages, when you mouse over the comment and click on the “X,” it will give you the option to “Hide” it. Just politely address where you agreed with his points in the original piece and move on. In some cases, it may be advisable to disallow everyone from publicly posting onto your page, and that’s also an option — for instance, the Monsanto Company has done this with their Facebook page. Replying the right way to a review shows you care about customer satisfaction enough to discuss it in public. You never want to leave a comment with an emotional charge or some sort of personal agenda like, “I’m going to … Join Over 40,000 of Your Industry Peers Who Receive Content Marketing News and Updates. 40% of consumers will only use a local business if it has more than 4 stars. So let’s say that Acme Company is facing an embarrassing lawsuit, and a few pesky haters keep trying to mention it in comments — the Acme Company managers can go in and add a handful of keywords that are common to the haters’ comments, like: “lawsuit, court case, sued, suing, law suit, legal proceedings, class action.”. Some people find it hard to resist calling this commenter an idiot when in fact their comment is a good thing. This is easy to do when the comments are positive. Consider carefully before disallowing all postings, however, or you may be throwing out the good with the bad. 86% of consumers read reviews for local businesses. With this option, you remain friends but you no longer see their posts in your newsfeed. In the vast majority of cases, “returning fire” by responding to negativity with more negativity will only damage a brand and may further extend negative public interactions instead of defusing the situation. You've seen it happen dozens if not hundreds of times. Place the policy in a separate tab on your Facebook page. But I’m also writing here with the experience of managing a lot of clients who have highly active online reputation issues, ranging from unfortunate mistakes or embarrassing disclosures to people fighting against defamatory attacks. Frequently, this box is already expanded, in which case you can simply go on to Step 2. Here’s How to Tell. In this way, only the positive stuff is going to be visible. YouTube has options for adding comment moderators , turning comments on and off, and live chat/comment filters. It can end up rubbing some customers the wrong way which can lead to negative comments on social media. If you are the admin of a popular Facebook presence you’ll understand more than most just how frustrating it can be to moderate comment threads. But don’t despair! It seems that Facebook staff are perhaps a bit unrealistically idealistic about how the business world operates, so they apparently think that all comments should de facto publish onto companies’ pages willy-nilly, despite the fact that this creates chaos and unmanageable situations for many businesses. Keep these tips in mind and you’ll be able to salvage the image you’ve worked so hard to build and win more loyalty with your customers. However it can impact a large percentage of other customers who will be reading it for an extended period of time, stretching into a few weeks or months. This is an area where you may want to be willing to lose some small battles in order to win the overall war. Did you consider that long-winded responses can actually give the complaint a shade of legitimacy? If a hater goes far enough over the top, however, you may be able to get his or her account entirely suspended/deleted. More often than not, there is a knee-jerk reaction, especially if the comment has shades of rude language. You might be itching to counter the negative review, more so if it’s unfair and unjust, with some solid counter-arguments. If your page receives a lot more visitor comments, and frequently, you may not want more notifications, but you’ll need to log in to the page on a daily basis to respond to items. Have something to say about this article? Staff authors are listed here. Fortunately, Facebook offers some options for dealing with the deluge of political bullying that takes place online. If you’re truly passionate about a cause or viewpoint, there’s nothing wrong with expressing it. I’ve come up with something of a hack that can provide this functionality for the majority of cases. You might be itching to counter the negative review, more so if it’s unfair and unjust, with some solid counter-arguments. (People often use the term “lightning rod” in this context as something that’s undesirable — but keep in mind that lightning rods actually keep buildings from being burned down.). When a business responds privately to a comment, the comment shows a note that the business has responded privately, so other Page visitors know that the business handled the request. Neutral reviews (three star rating) will include a mixture of positive and negative sentiment. But there are instances when someone posts comments that are so beyond reasonableness or reality that it’s actually better to respond snarkily or aggressively. Customer reviews tend to be a hot-button topic for online business reputation, so it’s no surprise that this can cause issues on Facebook, just as it does on Yelp, in online directories and other review websites. This is not the right way to handle negative comments. Sometimes the best way you can respond to rude people is to ignore them altogether—especially if it’s clear they’re just being downright mean (e.g. And when it’s on Facebook, the impact feels more intense, since it can show up very visibly alongside your brand’s presence. When you respond to the comment, try to encourage the user to transition the conversation to a more private place, like in the direct messages of the social network the negative comment came from. X: Click the little white X next to the Question title to close this window. Hiding the comment makes it disappear for the public when they’re viewing your pages, while it’s still showing up for the user who added it, as well as for their Facebook friends. Negative comments can get added to your Facebook ads, just as with page postings, and these can impair your ad’s performance. Go to your Page, then go to the comment. Negative comments are every marketer’s worst nightmare. A judgmental stranger does not define you or your child; their careless comments are inconsequential. This may be the best hidden feature for managing negative postings and stuff. Responding adeptly to negative postings can also turn lemons into lemonade. If you’re a small business with relatively few people writing comments on your posts on an infrequent basis, you may need to adjust your page’s notifications settings to ensure you’re alerted so that you can review and approve all new comments in a timely manner. Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. Here’s an example: Meelgard later did the same sort of shenanigans when Frito-Lay announced the release of LGBT-celebratory rainbow-colored Doritos. If that happens, it will be out of your hands and outside of your ability to control or influence it. We share your personal information only when you give us explicit permission to do so, and confirm we have your permission each time. They're also Facebook's alternative to … You may disagree with their opinion, but as long as you’ve followed the tips above, you’ll still have credibility. This is accomplished by going under the About tab for your page and clicking the “Page Info” link in the left sidebar. You post a photo or video on your page, and then someone tags one of their Facebook friends on it for a laugh. So this tactic isn’t to be taken lightly. Click that to completely ban the user from your page. Let the customer know how you will fix the issue. If you think these incidents (all caps emails) do not happen, you’ll be surprised to know that many executives do it. Remember that your chances to win the aggressive commenter’s approval or patronage are negligible, so your priority should be to save face with bystanders. This may mean acknowledging facts that favor the opposition, and that’s okay. Tagging is a major irritation for personal pages, as well as business pages on Facebook. Facebook allows you to add keywords that should not be allowed in postings. Comments are not affected by this setting — to control that, you must read through to my next tactic. Choose whether to respond. Social media is supposed to be just that – social. Not everyone can be trusted to play nice, so you may have to ban someone. Once there, scroll down to your Address and click to edit — you’ll need to delete the Street Address part at minimum. If you find yourself needing to repeat statements you’ve already made, it’s time to walk away from the conversation. A fascinating 2018 study by Inc.com found that it takes roughly 40 positive guest or customer experiences to make up for 1 negative experience. We can prepare ourselves for these situations by understanding how to respond to rude comments. To reply to a comment publicly: From your News Feed, click Pages in the left menu. The option highlighted in red allows page admins to hide hostile or unsavory comments from everyone viewing the page. Moving the conversation out of the public forum is the best move to make. Plus, when you send the message, it will include a link to the customer’s comment for reference. But having some tools and methods at your disposal for addressing such situations can help to alleviate them and get things back to a normal, productive and constructive environment. The satirical interactions helped to drive news about the projects much farther than if only the typical antiseptic corporate responses had been posted. 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