Facebook is becoming more and more popular as a place for people to leave reviews. It’s a straightforward method of expressing yourself.
The more favorable Facebook reviews you receive, the more probable it is that your business will continue to operate successfully. Then, what about the people who aren’t happy? Everyone has the right to say what they think, but ignoring a cheapest comment could have a big impact on your business if you do it.
Before Facebook, angry relatives or friends would call your place to say they didn’t like it. Instead, they could write a letter. Even if something bad happens, it could end up in court at some point. They tried to get back at the company, but it came at a huge price, both financially and emotionally.
Is It Okay to Remove Disappointing Facebook Complaints?
It’s possible that deleting comments that you don’t like is the best way to deal with bad comments. This silences the tiny doubt in your head that lies. When someone feels like they haven’t been heard, they speak up more.
Criticizing comments can be hard to get rid of. Even if you delete them, they could quickly become bad reviews that you can’t get rid of. For the most part, we don’t think it’s a good idea to delete comments unless they’re full of bad language or personal information.
Disclaimer: Add this disclaimer to your Facebook page’s “About” section. It says you will remove any comments that use vulgar language or insult anyone. You can also say that you won’t post anything that is too personal or explicit for a public audience. This is a good thing to do.
How should you respond to negative comments if you can’t get rid of them?
6 Keys to Defusing Negative Online Comments:
I’ll respond as soon as possible:
Be wary of the idea that an event will “dissipate” on its own. The person would call us if they were really angry. These days are over.
People should act right away. If a comment comes in within regular business hours, others can see how swiftly your answer. For late-night or weekend comments, 48 hours is okay. If you live in an assisted living facility, people will expect you to respond quickly because they’re open 24 hours a day.
When someone boostiglikes mentions or comments on your Facebook page, you can set up alerts to let you know about it. Using the Facebook Pages app on your smartphone is a terrific way to accomplish this.
As a result, your fans want you to respond to the person who made the comment in a way that is thoughtful and kind. If they tell you a lie, don’t accuse them or call them out on it. It’s important that you show some empathy when you speak.
Is there a real problem that they are pointing out to you? You can do this by letting them know that their concerns have been taken into account and that you’re working on a way to deal with them. Social media may be a good way to tell people about your high expectations, how hard you try to meet them, and when you fall short.
If you say that you’re not perfect, that’s fine. It is good for your readers that you are honest.
Everything DOESN’T NEED TO BE EXPLAINED.
A bad statement almost always comes with a long backstory. When someone comes to see their grandmother, they might notice something is wrong, or a member of the staff might have said something that was not right. One of your employees may have said something that wasn’t meant to be taken out of context.
Refrain from telling everyone everything that happened the way you think it did. Commenters can now write in the box below the post. Make it easy for the commenter to get in touch with you, like by giving them an email address or a phone number.
Don’t discuss specifics with others.
BE A HUMAN, NOT A ROBOT:
There are many types of assisted living facilities, but a good one will show the people who live there as they really are. As a result, people like them because they are real and easy to talk to.
This is hard to do over the internet because every message sounds the same and your response doesn’t connect to the original statement.
Don’t be scared to check out any unfavorable reviews and see what’s actually going on. At least four ready-made responses that you can change to fit the situation at hand are a good thing to have. There are a lot of options for saying sorry to someone who has been hurt by a bad experience and see what you can do to help.
If you respond in different ways, you’ll sound more human and less like a machine.
Make sure you say you’re sorry without saying “sorry.”
You should take responsibility for the situation if it doesn’t meet your expectations, but don’t apologize for something that may not have been your fault or responsibility at all in the first place. To put it another way, you may require more information than what’s provided in the social media comment.
“How embarrassing,” “How embarrassing,” or “How embarrassing” might be used in place of the phrase. Apologies to anyone who may have been affected. Please accept our apologies for this. We’d love to hear how we might better serve your needs.
\It’s our mission to provide the greatest customer experience we can. ” We need to know more about what happened so that we can act in a way that is appropriate for the situation. Please email our customer service staff at (insert email address here) with any other information.
Take the conversation offline:
See how this works. Should I have told the commenter to get in touch with our support team directly in the case above? My most important suggestion is to stop talking about it on online forums.
You can tell them to get in touch with you, give them a phone number, or set up a private forum where you can talk about the problem with each other. A good way to show that you care about the problem, are working to find a solution, and don’t want to waste time is to use this method.
Instead of putting the burden on you, put it on them. You answered and did your part in the process, so you’re all set. As long as you address the issue head-on, many people who don’t like you are just angry rants.
If you don’t want to give it up, Facebook is here to stay! Your readers will appreciate it if you make your comments public rather than keep them hidden. In the eyes of other people, your willingness to correct the wrongs will be praised.