I have often been asked what to do with a negative review, social media post, or comment. The number one answer is to have positive opinions overwhelm negative opinions. What’s one bad review admist 50 good reviews? Sadly you will not serve everyone perfectly, there will be mistakes or issues at times and it is in their right to complain.
The problem with social media and Facebook specifically is what we call third party content. Third party content is content created by others that you do not control – yet it reflects on you and your business. For instance, let’s say you have added a like page to your home page like I did. I received a complaint about my site and went to see what the user was talking about and someone had liked me and had changed their avatar/icon to a swastika. I later noticed someone with a questionable image of a sexual nature. So my home page reflected values that I was not controlling and could not realistically monitor, police, or patrol. I dropped my like page add-in code.
Let’s say you have a wonderful Facebook page with thousands of friends who follow you or like you and unfortunately one has a bad experience once and a short fuse. Next thing you know everyone is reading a post on your page about something horrible you have seemingly done. In some cases it would be better not to have a Facebook page! Unfortunately, mathematically, at some point someone will write a bad post and this does not mean you should abandon the medium. Instead, you should learn how to deal with it.
I have read many articles on how to handle negative social media and I decided to continually post and update links here to good articles rather than regurgitate some.
Here’s a start, this article is nicely organized and comprehensive. The only important item I would add is to not get in an argument online. Your Facebook wall is not the place for you to look argumentative or like you have lost your cool.
http://www.socialmediaexaminer.com/7-tips-for-dealing-with-upset-facebook-fans/
Enjoy the reading and check back for more!
Tags: brand management, brand reputation, facebook, social media
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