As a business owner, you’re probably going to encounter unhappy customers at some point on Facebook. Unfortunately, someone may go to your page to make a complaint. However, this is no reason to panic or become defensive; it happens to even the best companies.
In fact, use this to your advantage by showing how professional you are with a prompt, positive response. Simply apologize for whatever they are complaining about (if it is in face your fault), let them know that you will handle it, and then take it out of the public’s eye by sending them a direct message.
One thing that you need to remember is that, for most people, a reply of some sort is usually enough satisfy them. All they need is an answer and to know that their voices are being heard. Therefore, monitoring your page often and responding as quickly as possible lets them know that you truly care.
Keep in mind that you have a multitude of fans who like you and appreciate what you do, so they are also likely to speak up for you in cases where someone tries to hurtfully blast your business in the public eye.
As tempting as it may be, try to avoid deleting any comments that you don’t like. Many companies make this mistake unnecessarily. The fact is that no business is 100% perfect. Unless it’s getting to the point where people are using profanity, starting “flame wars,” or being outright rude, there’s no need to delete the comments.
To prevent being caught off guard when something like this happens, it’s best to have a plan in place about how you will handle negative so you are prepared. This way, you can act quickly and don’t have to think about it too hard when the situation arises.
How will you communicate with unhappy customers who post on your page? What course of action will you take to remedy any issues they have with your business? How will you maintain a positive public image with your fans while trying to put out any fires that may arise? Keep these questions in mind while you’re planning out your new Facebook marketing strategy.