social media how toWhat do you do when you’ve just received a less-than-complimentary Facebook wall post from someone who likes your business (or used to, so it seems)?

The customer could have a simple complaint, or be so upset he’s gone on the offensive, making sure you and the rest of your community knows he’s angry.

Your next steps are key to retaining not only the business of the angry customer, but the business of other fans who like your page as well.

#1: Respond no matter what

It’s vitally important that the complaints and issues your fans pose on your wall are addressed. Inactivity on your part will appear as though you’re trying to ignore the issue and sweep it under the rug. Being unresponsive does nothing more than incite more anger and increase the chance the user will come back with even more angry wall posts.

Moreover, your community can see that angry post. If you don’t reply, it appears as though you are unconcerned with customer support, which can be detrimental to your reputation.

A response that illustrates respect and understanding for customers’ concerns will indicate your intention to rectify any problems. By addressing this upset fan, Newegg is demonstrating that they value their fans’ opinions—even the negative ones.


An upset fan who promises to shop Newegg less frequently still receives prompt, respectful customer service.

#2: Be patient and understanding

In dealing with upset fans, you must remember that you are closer to your industry, products and services than they are. What may seem like basic, common knowledge to you is often foreign to the end user.

Take a step back and put yourself in your customer’s shoes. This can go a long way in understanding why he or she is frustrated. It may not be your company’s fault that the customer is upset.

Whether or not the fault lies on your end, a simple apology will go a long way in keeping the customer’s business. Instead of trying to figure out where the blame lies, turn upset fans into loyal customers by making their experience better.

#3: Contact the Customer Privately

Sending a private message or email to the customer opens up more options for you to address his or her complaints. The goal here is to extend some sort of token letting the customer know you’re sorry he or she is dissatisfied with your company, and you’re willing to make it right. Whether that’s offering the number of the manager’s direct phone line or a discount off the next purchase, moving the conversation from public to private allows you to give the customer a personal touch that signals you care.

However, offering things like direct lines and special discounts publicly can lead to other people creating problems just to get that special treatment, so it’s best to keep these practices off the wall.

While Hayneedle’s customer shown below isn’t visibly upset about the damaged order, Hayneedle handles the situation perfectly, and contacts the customer privately to resolve the issue.


Hayneedle moves conversation with a customer from the Facebook wall to private messages to better help the customer.

#4: Consider asking the fan to remove the post

Say you’ve discussed the issue privately, any problems have been straightened out, and the faultfinder is, once again, your happy customer.

While your wall is an integral part of your web presence, the customer may be unaware of how important it really is to your reputation. If he or she is satisfied with the resolution you’ve reached and grateful for the time you’ve spent making things right, there’s nothing wrong with privately asking the person to remove the post. Most of the time, he or she will remove the angry wall post.

#5: Respond back to the original post

As a general rule, you, the Facebook page admin, should not remove negative posts. Not everyone is going to have a glowing review of your product or company. Social media users know this, and if they see nothing but positive comments, they’ll assume your company is deleting the bad comments.

If you don’t feel comfortable asking your customer to remove the post, you do have the option of publicly responding back to that post. Express happiness in the resolution you’ve reached and thankfulness for her business. Even a negative post can be a good thing, as long as the last comment is positive. Your reputation among your community will soar when they see how well you take care of your customers.

Zappos is shown below addressing a negative comment. The helpful attitude effectively nullifies any poor reflection on Zappos or their services.


Zappos responds quickly with understanding and a desire to create a better experience for their upset fan.

#6: Let your community respond

Letting your community respond for you is really the end result of all the earlier steps. It requires copious time, energy and patience with your fans, and a fantastic product. After you’ve engaged with your fans for a period of time by answering questions and offering support, you’ll notice that your fans will be more active on your page, even to the point of assisting each other.

What’s great about getting this community support is that there’s a genuine credibility when fans endorse your business for you. They become your eager virtual support agents, answering questions and solving problems before you have a chance to. But this is a level you can only achieve if you’ve nurtured and supported your community.

The Pampered Chef has built a fantastic online community of users who love the product so much, and who have been given such great support themselves, peers will answer each other’s questions before The Pampered Chef has to respond.

pampered chef

An outpouring of community support is the direct result of The Pampered Chef's top-notch customer service.

#7: The Last Resort

If the offended party is unreceptive to your customer service attempts, blatantly hostile and only active in your community to start arguments, banning the individual is a last-resort option. And anyone leveling expletives or racial slurs against your staff or fans should be banned. Your staff and your fans don’t deserve to be subjected to the abuse, and in the end, they will respect you more because you took the initiative.

What’s been your experience? How has your business handled complaints from upset fans on your Facebook wall in the past? What has worked? What hasn’t? Leave your comments in the box below.

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  • This post is so good and so important and so spot on that I’m going to e-mail it to all my bosses! I preach this all the time but often see folks who don’t understand Social Media well enough panic and pull down negative posts, not respond, etc.

    I went through this in 2010 with our Labor Union’s Facebook page. After the biggest RN strike in U.S. history ended with a sudden and (to many) controversial agreement, I was ordered by my then-bosses to go dark and silent as fans on our FB page went crazy. Our lack of response/silence was deafening. Painful lesson learned.

  • I agree with pretty much all you said, you never want to go silent, something is always better than nothing (within reason). I’m a little hesitant on #4, it may be better for the person to post a comment or update showing the situation was resolved, therefore showing that even if something were to go wrong you do take care of your customers.

  • Cision NA

    Thanks for the post Jim! These are great examples to learn from and I agree that it’s better to respond than not say anything at all, even if it’s to just ask for their contact info so you can resolve the problem offline.

  • very wonderful post jim. thanks for sharing your thoughts.a lot of people actually will find your post very helpful,considering the role of social media in business.

  • Good list of real-world examples, how to deal with negative or questionable posts is part of managing a social community. Per #6 – that starts with developing an active, engaged audience in the first place, building a community that does more than just ‘like’ a page in hopes of getting deals. FWIW.

  • Excellent post. 

    I posted a complaint once to Twitter about a bad customer experience. The business never responded. Neither did any of their happy customers. I could have been turned back into a fan but they didn’t make any attempt.

    On a side note, when I see a FB page with the commenting option turned off I assume it is either because the company gets lots of complaints or the owner is too lazy to respond so they just turn it off. Either way, bad strategy.


  • Great post, Jim. I love not only the tips but then the real-world examples of how to put this into practice. It’s always great to look at a company that does social media customer support well and mimic what they are doing. 

    I do, however, agree with Jim that I’m not sure about #4. I think better for you or the customer to respond that the issue has been resolved than to remove the comment all together.

    Thanks again for a great post and terrific examples.

  • Shawn Abel

    I have a friend that is dealing with a “customer” who is PMing all of her fans (3000+) and saying very slanderous things. The “customer” is then blocking the fan that she sent the PM to and no one has any way to mark her as violating the rules.  We believe it is a fake profile and the owner of the page has gone through her client list and there is no one by that name.  I personally received the PM and was able to reply but didn’t realize how large this situation was and didn’t mark the profile.  No one is able to find the profile either.  Any suggestions as to handle something like this?  

  • Great tips, all. We work with several hospitality clients and it’s absolutely crucial for them to stay on top of comments that are made about them, both on Facebook, and elsewhere (such as TripAdvisor and Yelp). It comes down to customer service and reputation management.

  • Chris Syme

    Good post. I just have one observation: in my experience, #4 is a high-risk step if it becomes an initial strategy. I like the way you suggested to approach this step only after the whole issue is resolved. I would echo, “never before that.”  If this was a process-order post, I’d put it at #6.  

  • Rich Mistkowski

    Timing is funny.  I had this very conversation with one of my clients early this morning.  He is adamant about always having to say the right things and not having ANY negative comments appear. So he doesn’t let his customers make comments.  I suggested that this defeats the purpose of what we were trying to do. His customers absolutely love him and his products.  He should consider letting the “chips fall where they may”.  He’s got a very colorful group of customers and followers. I’m thinking that there would be a lot of very interesting conversation and that his supporters would stand up and support him if something negative is posted.  I think he’s worrying for nothing.

    On the other hand, how a person responds to negative information is also being watched, as you suggested. If done properly, it’s pretty easy to turn a negative into a positive.  

    Thanks for the post. I’m going to forward to him to help my efforts.

  • Stacey

    Loved this article! How do you contact a fan privately from your Facebook Page? Please advise!

  • signsofapril

    Great post. Had a customer who was unhappy, it turned out they were uncomfortable with the technology, not my product.  Pays to have some patient curiosity and good manners. 

  • JimBelosic

    Hi Jamie- tip no. 4 has to be evaluated on a case-by-case basis. Like you suggested, in some cases, it is best to skip 4 and head to 5 – reply back to their original post saying you’re happy you could reach a resolution! 🙂

  • JimBelosic

    Thanks Chris! You’re right, #4 would be high-risk as an initial strategy. That’s why I think it’s incredibly important to make sure the customer is completely satisfied before making such a request of them. Some page admins may never feel comfortable asking a fan to remove an angry post, and that’s ok. That’s where tip #5 comes in!

  • DivineDiva2011

    Great post. I’ve often times asked others in the industry this question but have received no real definite answer. This is exactly what I was looking for! Thanks for taking the time to outline these helpful tips. 

  • JimBelosic

    Exactly! Nurturing that active, engaged community will be so valuable in the long run!

  • Great post. Honestly, I’ve found that the best policy is to respond immediately and genuinely. You’d be surprised at how many postive responses you get when you show genuine compassion for their issue. In most cases, I’ve found that negative FB comments from customers/clients are ususally just venting, getting it off of their chest, and looking for someone to listen.

  • JimBelosic

    Hi Stacey- to contact a fan privately, visit their profile. There will be a button at the top right of their profile labeled “Message.” Glad you liked the article!

  • Noa

    Thanks for a great post! I think asking a customer to remove a post once a situation is resolved can be problematic as the community can’t tell it was the customer who removed the post and might think the company was trying to hide the comment..

  • Point 0.5 – solve their problem (if possible)

  • WildlifeMargrit

    So validating… thank you. Had to deal with a similar situation with a blog comment recently. I am especially grateful that you draw a line in the sand… no racial slurs or obscenities and such. After all freedom of speech has nothing to do with rude or disrespectful behavior.

  • Treilly

    Great post! I recently complained on the fb page of a hotel in my community who wouldn’t honor a gift certificate that I’d won at a charity auction. I only posted there after I’d tried to escalate to the GM of the hotel. They removed my post before even bothering to call me back which of course made me even more infuriated. Good customer service across the board (telephone and email support) as well as on social channels can save companies so many headaches down the line and prevent negativity about the brand from being spread. We resolved it eventually but I’d be willing to bet that if you polled 20 of my friends, only a few would know that the situation was resolved, and the rest would remember my initial rant.

  • Mguher

    Well, there is a woman here who is being sued by an educational center that her child attends, because she posted a negative review of the place on their site. Now they are suing her for her post. Isn’t that great customer service?

  • What an awful situation! I would try to build to build the community by asking for their help.  We all know that people come together in times of adversity and many of your friends fans are likely as irritated as about this troll as you and your friend are!  Why don’t you post a note on the wall explaining and apologizing for the situation? Use it as an opportunity to let them know how much you value them and ask them to try to mark the profile if it happens to them.  Exposing the scammer will likely help you identify advocates whose positive voice will have bigger impact than this loser!

  • You see it all the time “let the fans do your marketing for you.” Well it may work when you’re Apple and make really cool crap, otherwise brands need to WORK to cultivate those advocates.

  • pjt

    would you apply these same rules to poor reviews on yelp????

  • vkm416

    Great topic. However, if Facebook offered a way to contact a page admin as well, some of the negative comments MIGHT not end up on the page in the first place. If the admins are not set to “visible”‘ the visitor will post their complaint on the wall… Anyway, thanks for these great tips.

  • Kalpana

    Great tips! I agree with all the recommendations here.I was wondering how onw would handle a situation in #7. What you recommend makes sense. As long as the business is honest in their response and tried their best to resolvet the issue, last resort is to ban the disgruntled customer.

    Thanks for sharing.

  • It’s Good Customer Service 101. It’s all about doing the right thing and keeping the customer happy. It’s something that you don’t see addressed enough today.

    Small businesses especially can’t afford to have bad customer/client relationships. Thank you.

  • JimBelosic

    Sorry your friend is dealing with this. In this case, I’d suggest you do nothing, and see if the slanderous spamming dies off. Internet trolls want attention, and many times pointing to their antics just encourages them. I’d suggest your friend try this: post some status updates asking fans to tell about their favorite product or to share how your friend’s company has benefited them. The idea here is to drown the negativity with positive comments. 

    I know you said you can’t find the profile now, but it would still be a good idea to report these violations to Facebook.

  • Actually they do.  If you click on the info tab you will often find contact information. – Mike

  • JimBelosic

    That’s a great point! First impressions are everything, and if businesses don’t act quickly to take care of their customers, who knows how far the news of that bad experience can spread!

  • Laura G

    Awesome Jim!! The best part of this article are the real life examples you show us on each tip!! I am just starting to learn all about Social Media and you can find lots of info on the web about it, but it’s hard to find great content that has great examples as well. They are a wonderful way to really understand the concepts and ideas you share with us. Keep them coming!! Look forward to reading more of your articles!!

    Laura Guerrero
    Dominican Republic

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  • Francine Bishop

    Thanks Jim for a great article. I was having this exact conversation with an acquaintance yesterday and I think it’s important to embrace the people who do complain. Statistically they’re in the minority and they really can help us improve our products and service. The ones that complain to us are the ones we can turn around … it’s all of the ones who don’t complain but just never come back and tell all their friends and family of their bad experience that can really damage our reputation.

    I would add that we should sincerely thank the person for letting us know and state that we are always working to improve and their feedback will help us do that.

    Great topic! Thanks again Jim.

  • JimBelosic

    Thanks Francine! Doing as you suggest – sincerely thanking the person and state that your company is always looking to make improvements – is not only a best practice, but approaching an upset customer in such a way is a simple and effective way to defuse the situation!

  • Great post with practical tips! I spoke to a restaurant owner few months ago and he told me that he removed the restaurant’s facebook page, which had over 1,000 fans, because of one false comment made by a customer. The thing is that many people just jump on the social media bandwagon without knowing much about social media. Unfortunately when crisis communication happens, they don’t know how to handle it or handle it incorrectly (I’ve seen some people publicly criticizing their customers through FB or Twitter). In my opinion, social media is part of an overall marketing mix that should be planned strategically.  

  • Kelle

    This is great, Jim.  How can I contact you offline to ask a few follow up questions?  I’m with the Apartment Association of New Mexico ( and would like to discuss your post. 

  • JimBelosic

    All good points! Now if that restaurateur you mentioned had only addressed the comment and tried to rectify the situation, he could have saved his social media presence! Afterwards, simply posting a status that read “tell us your favorite dish and why,” and the good reviews would bury the single bad one.

  • Ashley

    Great tips! Silence is definitely not golden in this situation.

  • Totally agree! Or they could have done what you suggested in the post like respond to the original post and contact the customer to resolve things privately. But removing the entire FB page because of one negative comment might imply that the comment was true. If handle correctly, showcasing negative comment will actually help build credibility. The reality is that we’re humans and it’s okay that we make mistakes, but it’s not okay that we just “hit and run.”

  • JimBelosic

    Thanks Laura, glad the examples helped! Those companies really have fan engagement and interaction down!

  • JimBelosic

    Hi Kelle- would you mind emailing me at Thanks! Jim

  • JimBelosic

    Thanks Anna!

  • JimBelosic

    Absolutely, Yvette! And giving an angry customer such great service will almost always turn them into happy, loyal customers!

  • illoh ifeoma

    Great post here, someone once spammed my wall, I sent him a post to desist and talked with him about it over phone, he was really apologetic.

  • Hi Jim.

    Working with the service industry these are most definitive valuable and very effective advice. Great tips on how to apply some of these strategies to Facebook. Proper response and follow up is crucial for the service industry. And many fear Social Networks due to some of the negative feedback instead of finding creative ways to turn a concern into a opportunity.

    Thanks for sharing.


    Are Morch
    Hotel Advisor and Social Media Strategist

  • Kate Warnock

    What no one has mentioned yet is the importance of monitoring all social sites so that you can engage with the detractors who may not come to your page directly. With sites such as, or really savvy consumers who have thousands of followers on their own twitter feed, it’s essential that you cast your net wider than your own social platform.  There too, you can prove your level of commitment to servicing your fan base by listening outside of your own social sites.

  • Adrian

    I use all of these techniques when dealing with my company’s FB page and you’re right, over time it will pay off. I’ve had the pleasure of customers being quite supportive to each other when issues arose, meaning that I barely had to get involved at all!

  • Great Blog post. This info gives a lot of food for thought for me. Thanks for sharing

  • Great article this article gives lot of food for thought for me. I also suggest reading another article which is relevant to add flavour to this. . For all facebook fans.

  • Hi Jim,

    Great points here!

    One note: if the person goes over the line, #1 gets tossed right out the window and we jump to #7. Someone with an axe to grind can sharpen their tool somewhere else.

    Of course this is only in the most extreme circumstances. For almost all folks, you can simply respond in a calm, patient and thoughtful manner.

    The #1 thing to keep in mind: don’t take things personally! The person’s perception of you has nothing to do with you. Simple lend a helping hand and move forward.

    Thanks for sharing your insight.


  • Thankyou for sharing, I was explaining some of these points to a client last week when they asked how they would cope with potential angry customers. Good to see you have included some clear examples of your points from other Facebook pages.

  • This is such a great resource as is the whole site.  It could be upsetting to have comments from upset fans – but this is a walkthrough if the situation arises! Thanks as ever.

  • Grant Perry

    Excellent article. Fear of negative comments is one of the biggest concerns people seem to have about starting or managing a FB page. But my experience with several pages (including one over 100,000 fans) has been that negative comments are surprisingly rare. And I agree that your fans will often be the quickest to defend you or help solve problems or questions. And that’s much more effective than the company defending itself. But I also agree the page should always respond, even if fans have helped.

    I’m not sure I would always encourage a disgruntled fan to remove their initial comment though once it’s been solved. A better solution in many cases would be to have them comment to say they were now happy.

  • Great advice here, I think to exercise damage control it is best to do most of your communication behind the scenes.You should however post on your wall that you are sending the client a PM, that way viewers can rest assured that you have attended to the problem. 

  • This is very good advice and I agree with Wade on this point. Some customers can be difficult and you need to exercise control. 

  • Kristen

    Hi there, As far as I know, this lets you send a message as yourself (depending on the fan’s privacy settings) but not as the “page.” Is that also your understanding… or do you know something I don’t know?! Nice overview. 

  • I completely agree that every customer needs to be responded to. Social media is one of my main jobs at my company and I always make sure to address every customer who is upset. Even if it’s just a simple “is there anything we can do to help?” it really shows that your company wants to resolve issues and make every experience a good one. I’ve had angry customers make a complete turnaround and have also had the types who just can’t be happy regardless of that I try to do. One thing I’ve realized is that other customers can usually pick up on the “grumpy” customers and realize that they are just that type that can’t be pleased, too. A lot of the time, customers will come in upset about issues that they actually caused themselves. Instead of saying something along the lines of “you did this wrong!” I say something like “This could be due to how your settings were configured, would you be able to contact our support department so they can look into this for you?” I like to show all customers that we are ALL here to help, especially since some questions are very technical and a little out of the realms of Facebook discussion. 

  • Stacey

     Thanks so much for your response! I don’t see that option for “Message” when I am logged in as the Page. I want the message to come from our company page. Is there a way to do that? Or will it look like I am writing to them as myself?

  • JimBelosic

    Absolutely, Wade! Letting the fans who aren’t upset see that you take care of those who are is integral. Glad you liked the article!

  • JimBelosic

    Great point, Ryan! It’s easy to take the criticisms personally, but you’ve got to remember that the customer usually isn’t upset with you, rather they’re upset with the product. Glad you liked the article!

  • JimBelosic

    Glad you’re reaping the benefits of these practices, Adrian!

  • JimBelosic

    My apologies- I guess I forgot to mention a pretty important step, didn’t I? You will need to switch first to your personal profile to send a private message. Stacey, as far as I know, you can’t send messages as a page.

  • JimBelosic

    You’re exactly right, Bec. Simply lending an understanding ear can disarm many situations.

  • dustinreynolds

    Thanks for the post, it’s nice to have this all summed up in one place. In my experience, the stronger communities usually respond to the posts first which is the way I like it. Giving people the opportunity to support and defend your brand for you increases that sense of loyalty which is so important. The “special treatment” reasoning behind taking the dialogue off the wall (or feed) was great as well, I’d never really thought about it that way.

  • This is very good information. At my company we follow most of your tips pretty closely. I like the extra encouragement you provide, though, to step back and put one’s self in the customer’s shoes. We’re in a very complex industry, and it’s easy to forget that the customers are not immersed in the details the way we are. Thanks!

  • Stacey

     That’s ok 🙂 So, do you typically just introduce yourself as the admin for the Facebook page? I don’t want people to wonder who is sending them messages.

  • JimBelosic

    Yes, that’s a great way to go about it. And hey- the customer will probably appreciate the personal touch all the more!

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  • Great article.  I have actually been pleased on occassion when someone posts something negative on a Facebook wall as it does allow others to see open and honest dialogue between brand and consumer.  

  • It is always tricky to have complaints in the public sphere for everyone to see.  Great advice hear, I definitely agree that is always better to respond in one way or another.

  • Joe

    Great post Jim. Very helpful. I am sure this will help organizations that are reluctantly looking at Facebook and wondering if they should/should not. A helping hand for sure..

  • Yeah, I think it’s wise to consider their position and reply at least once on their complaint, but ultimately resolve it privately. The customer might still be reeling from the event and with his emotions at their peak, it’s better to soothe it privately and reach a satisfying deal between the two parties.

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  • Great article also. 

    I don’t know if there’s one written on this subject, but I wonder how can one determine when to finally “leave it at that” if you feel your customer really can’t be pleased. Kind of like when to reply, how much to reply, and when to let go and leave the person be, especially if/when you feel s/he just can’t be pleased no matter what.

  • I am sharing this post with some of the my clients.  This is a question they have all the time and it’s spot on to what I tell them.

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  • I just want to ask, what if one of the clients can’t help it but post foul and offensive  language, is there anything specific can be done? can we block him or something?

  • Answering questions and solving problems before you have a chance to. But this is a level you can only achieve if you’ve nurtured and supported your community.

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  • Doesn’t deal with the issue of trolls and ragers, who want you to reply so they can spew more venom. I agree with the USAAF chart (included at the following URL) that says you shouldn’t respond to such people:

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  • I’m really amazed that this whole thing left out possibly the most
    important feature – “Hide Post.” Clicking that hides the post from
    everyone else, but the original commenter still sees it. Then you can
    reply to them on the “Hidden Posts” tab to try to bring them back to the
    fold. They still receive notifications of your response & can
    recomment, because they still see the post.

    If they like your response, great! Unhide the comment for everyone to see how happy you made them. If not, it’s still hidden, so you’ve only lost one person.

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  • Julie Cook

    Jim, great article. While we have a niche product, messages on hold, we also give our B2B clients relevant information on marketing in general with real-life examples. I used your article in my most recent post, ‘Hate Me’ on Facebook…is there an Angry Mob at Your Doorstep?

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  • KS

    Sometimes we get the anti-fan, the person who becomes a fan of our page because they don’t like our product, which is Arctic Cat. We all agree that we have our brand and don’t like other brands, but in this case, this person isn’t a customer of ours and is leaving posts because they don’t like the manufacturer. Most articles are geared toward unhappy customers and I completely support contacting them to turn the situation around. Unfortunately you are never going to turn the Ford guy in to a Chevy guy so the argument continues, taking up time, payroll and making the business look bad… How do you respond to someone who will continually say that you suck, which is happening to me right now. My marketing advisors tell me never to delete posts or ban fans, but this is becoming redundant.

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  • Wasim Momin

    Thank you for a lovely post. I work as a social media optimizer and was completely blank how to deal with negative reply and the best part was example.

    Thank you once again for a great article.

  • Great advice, it’s unfortunate that it has to come down to banning customers some times but I have found that SM is making the “customer is always right” mentality worse and worse even when that isn’t the case.

  • me

    i see the banning option, but the person has to like your page to do that. What if they dont like it? And what id you’re in an industry that is highly competitive and you continuously have your competitors friends as ‘customers’ that just turn around and video bash your business and make false accusations

  • Ashleigh

    We just received a 1 star review with no comment attached because they comment on my Facebook paid ad “get off my news feed”. I said we’re sorry it reached you and told them how to remove it. They then said we were blocking now and then we got the 1 star review with no comment attached. I want to respond but not sure how to approach it. They have never purchased from us – we are a service based business, and we remember all of our clients.

  • Shivanya Shivu

    well i tried the internet reputation management company the number is +91-9911233016 newarts .asia is the company they helped me and they will help you

  • Any suggestions on how to respond when a customer has phoned the office with an issue, not got the result they wanted and then gone to Facebook to rant about it?

    I’m torn between reiterating the reasons given to them over the phone and giving a vague “We’re sorry we couldn’t help you, thank you for your feedback”-type reply.

  • Grace Duffy

    Taking the time to answer the person who had a bad experience and left a negative comment has a meaningful and significant impact on your customer advocacy. Responding publically and empathically shows the customer (as well as your other fans) that your company cares about its customers and takes the time to find a solution. Your response on Facebook could even give you an opportunity to “turn things around”.

    This podcast with Jay Baer has customer care insights that might be helpful in this particular situation:

    I wish you the best of luck!

  • Thanks for the quick response, @GHDuffy:disqus.

    I’ll give that podcast a listen.