Facebook | Forum « Negative Comment – How to Deal?

Negative Comment – How to Deal? (10 posts)

Topic tags: Facebook, negative comment, recommendation, remove

Nikki Collins said
10 months, 3 weeks ago:
We have a very ugly, negative comment from a member in both our comments and recommendations area. His situation really fell on him, but I tried to reach out and fix it with no response. This is the first thing people see on our page – I’m not for removing negative comments usually but this one really bugs me. Advice?
@nmc0330 | # | Top
Elaine Meyer said
10 months, 3 weeks ago:
Nikki, part of our social media strategy is to not delete negative comments but to address any concerns. If the client/constituent continues to be belligerent, then we have done all that we can do and we leave it to others to read the conversation and determine for themselves. Transparency is paramount. I’ve discovered more often than not after the person has calmed down, he/she goes back and deletes the comment on his/her own.
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Nikki Collins said
10 months, 3 weeks ago:
I agree — that is part of ours, too, but when he says ugly things about the company that aren’t true and really (and I would NEVER say this to a member) the situation is not because we have done something wrong at all. I wish I could at least address that in a professional, tactful way to explain to anyone reading the conversation. Obviously I don’t want to fuel that fire, though. Hmmm… guess I’m just hoping for someone to quickly comment over him!
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Kyros Vogiatzoglou said
10 months, 3 weeks ago:
I suggest you don’t just leave the comment and wait. I don’t think it’s one of the best things to do. This comment can easily go viral and affect your brand before you know it. It will be too late then.
If you have already replied to this person in a polite manner, explained to him/her why they are wrong and they still say ugly things, then usually there’s no more forgiving and/or convincing.
I say it’s ok to delete the comment if you’ve been through all this and they still can’t understand. There’s a distinction between “negative” and “unacceptable” posts. Ideally you should have made it clear in your “about” section that extreme comments will be deleted. If you haven’t done this, you can still do it now.
But if this is really an “unacceptable” comment, I suggest you go ahead and delete it. You ‘ve already done all that can be done.
Hope this helps.
@kyros_v | # | Top
Jason Reilly said
10 months, 3 weeks ago:
Nikki,
I understand where you are coming from. However, the post isn’t necessarily that bad, though I don’t understand why he capitalized the ‘N’ and not the ‘O’ in ‘no.’ But that’s okay!
Why? Because it isn’t really visible. You have a great front page, and the majority of the page is dominated right now by Andrea Harvey, and the beautiful timeline picture. And the language isn’t caustic enough to get attention.
We’ve had this happen as well, and I haven’t really noticed much reaction to it. I guess people just assume that complainers are bad apples, unless your whole page is complaints, like Citizen’s Bank – RBS Citizens.
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Nikki Collins said
10 months, 3 weeks ago:
@jasonreilly — Thank you for your response, Jason (and for following us, of course!). I do appreciate your insight since this is the only business page I manage, I’m not sure sometimes how bad or not so bad things seem to “outsiders”. And you are right, this comment wasn’t offensive in nature or hateful with swearing, etc., but it just rubbed me the wrong way. I will overlook it for now and just keep posting our regular content and wait for better comments to come along, too.
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Ivanka Menken said
10 months, 3 weeks ago:
I haven’t looked at your website so haven’t seen the comment – but this happens a lot with our books on Amazon. Somebody – for whatever reason – decides to hire somebody and add 1 star reviews with really bad remarks agains ALL our books. Amazon has the policy to not remove any customer reviews so the only way you can counter this is to ask your clients (the real ones) to add their reviews and feedback in the system. Ultimately the positive feedback will drown out the one negative comment… and it makes the negative comment be the ‘odd one out’.
The system works – and people look for customer feedback and reviews. All you can do is offer amazing service and a good product of course! And ask your clients to comment about their experience publicly on the website or other channel so other people can read it.
Unless the comment is unethical or swearing like @jasonreilly mentioned.. I wouldn’t worry about it too much. Oil on fire and that kind of things.
Another thing that I do sometimes when I get really depressed about negative comments… I find my most favorite author on Amazon (John Grisham or J.K. Rowling or somebody super successful and famous) and read their 1 star reviews… puts everything in perspective!Good luck!
@ivankamenken | # | Top
Nikki Collins said
10 months, 3 weeks ago:
Thank you for your reply @ivankamenken! I love the way you deal with it by looking up similar reviews for others, lol! I might try that some time…
@nmc0330 | # | Top
Eddy Sleiman said
10 months, 3 weeks ago:
@nmc0330
Can;t the developer provide a tool to keep his reply but only censor the ugly words and than have in bold a message saying “The words that have been used by this member were inappropriate and not ethical, hence they have been censored”
Such comment can put a lot of people off and not many has the tendency to investigate if he is honest or he is just being an ……
Hope this has helped. Eddy
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Andrea Vahl said
10 months, 3 weeks ago:
@nmc0330 I took a look at it and I would totally leave this up! I love seeing it there if I were thinking of going with you because I would feel like – Ahh they are going to listen to me if I have a problem. Plus the way you responded was perfect.
And everyone realizes that there are hot-heads out there that are just jerks and of course there are benefits with being with a credit union. Plus the number of people who will actually see that comment is probably very small. Some tiny percentage of fans actually come back to the page they like ever and it will probably be far down the page soon enough.
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