Manage negative Facebook comments

You know, being present on social media allows your company, your brand to be more visible, but being visible also makes you more vulnerable. You solicit comments, but in doing so you expose yourself to negative comments as well. Don't worry, the negative

Why is a negative comment important?

Negative comments, however unpleasant they may be, are of major importance! Be aware that 83% of users of social networks want to be able to give their opinion, 49% of opinions are a criticism or a complaint to a brand. Finally, the most important thing is to know that 69% of the users of social networks who make a complaint consider that they have not been listened to. At a time when everything is happening online, it is not difficult to undo your online reputation in a few reviews. That's why you should pay attention to Facebook comments, especially those that are negative.

How can you benefit from a negative comment?

First of all, their existence proves your transparency, not everything is always going well so a page with comments that praise your merits is suspicious. You should not neglect them and especially not turn a deaf ear or try to remove them from your Facebook page.

They are a great opportunity to better understand your customers' expectations. Your goal is to turn a dissatisfied customer into a satisfied customer, if you listen to them, they will tell you what is wrong. You will convey a responsible image by dealing with these comments, you will show your whole community that you care about your customers. Take care to answer them as quickly as possible, a dissatisfied customer does not have the patience to wait!

You will certainly see “trolls” appear, they are people who make recurrent negative comments in order to tarnish your online reputation, against whom unfortunately there is not much to do. Just try not to give them anything to add to the argument.

How can you answer them?

When this kind of commentary falls on you, the first reaction is to want to defend yourself, it's human, but not commercial. Take the time to read through this comment, try to understand what the client wanted to say, where the problem came from, what disappointed or hurt them. Practice empathy and listen to what he is trying to tell you.

Your customers will be waiting, so be courteous and above all honest, if they know they can trust you, it will strengthen your relationship and their loyalty. Don't let the situation get out of hand (let's make a mockery of it, don't be reactive), remember that you are in “a public place”. When necessary, acknowledge your mistakes, they will appreciate it.

As you can see, the advantage of Facebook for your customers is the proximity they have with you, they can finally reach you. Be as frank and transparent as possible, that's what your customers will expect from you. Negative comments are not always a bad thing and they give your fans the opportunity to get to know you better.