How to Handle Negative Feedback on Facebook — Part 1
Social media, as we are aware, often delivers instant feedback. Unfortunately, some feedback may be negative, which we naturally loathe. Not only does social media open the doors to negative feedback, but it also provides a soapbox for that negative feedback to expand, which is not necessarily a bad thing if you know how to handle the negativity.
There are various ways to handle negative feedback on Facebook, however, I will only discuss one approach in this article. Other methods will follow throughout this three-part series.
Respond to negative feedback
One way to react to negative feedback is to respond to it. Your customers need to know that you are listening. By responding to their feedback, even if it is negative, you are showing that you value their opinion. This advice may seem obvious, but there are many businesses out that do not follow this simple tip.
Social media is about engagement, so interact with your customers, even if they are being critical of your business. More often than not, disappointed customers will change their tone after you reach out to them.
By replying to a negative comment on Facebook, or any social media platform, you open the possibility of turning negative feedback into positive feedback, which will be seen by all of your customers. You want your customers to see that you value customer satisfaction. In fact, they may even share your response with others, which is positive for your business as a whole.
Even though responding to a comment is the most logical approach, it may not always be the best method of choice. To find out why, read How to Handle Negative Feedback on Facebook — Part 2.