Currently, I don’t believe there are any Facebook administrative tools that help control or manage the visitor comments other than going in and hiding ones that you feel shouldn’t be visible there. Your email address will not be published. Neutral reviews (three star rating) will include a mixture of positive and negative sentiment. For business/organization pages, when you mouse over the comment and click on the “X,” it will give you the option to “Hide” it. Not everyone who is rude to you deserves a response. You may be working your hardest to build a positive image and have done everything right, but you are bound to run into a peeved customer at one point or another. Whether you deserve those negative comments or not can be a different point altogether. If your page receives a lot more visitor comments, and frequently, you may not want more notifications, but you’ll need to log in to the page on a daily basis to respond to items. Use grammatically and morally correct language, stick to email format, behave like you usually would. X: Click the little white X next to the Question title to close this window. You might even win an apology out of it. If someone takes the time to comment on your post or page, respond to them using best customer service practices. Click the settings icon for your hater, and then select “Ban From Page.”. Facebook has comment moderation tools for your Page. Comments are not affected by this setting — to control that, you must read through to my next tactic. Once you’ve done that, refresh the page and click to edit the address again — you’ll see warning text in a yellow box beginning “Your mailing address is currently incomplete…” The last sentence is “You can also remove this Place to turn off check-ins for your Page.”. This is accomplished on the Settings page under “Visitor Posts.” You can set whether you’ll allow any photos/videos to be posted, and you can choose to “Review posts by other people before they are published to the Page.”. Note: In the confusing world of Facebook lingo, visitor comments are *not* considered “posts,” even though people post them. She responded by saying: “You know, in order to walk up to a stranger and say that is stunningly rude. Customer reviews tend to be a hot-button topic for online business reputation, so it’s no surprise that this can cause issues on Facebook, just as it does on Yelp, in online directories and other review websites. Are you unsure how to respond to negative Facebook comments? We share your personal information only when you give us explicit permission to do so, and confirm we have your permission each time. Frequently, this box is already expanded, in which case you can simply go on to Step 2. Oh, and just a few warnings about the keyword filter. In the vast majority of cases, “returning fire” by responding to negativity with more negativity will only damage a brand and may further extend negative public interactions instead of defusing the situation. That last bullet is significant, because not only does it mean that 9 out of 10 people will read a negative review, but that your response has the power to repair the damage the negative review has done. Their argument then backs up the exact points you made. And when it’s on Facebook, the impact feels more intense, since it can show up very visibly alongside your brand’s presence. So seriously consider addressing the reviews issues via all of the other techniques before going for the option of last resort. But the urge to defend every point must be resisted. 40% of consumers will only use a local business if it has more than 4 stars. Facebook's new reaction buttons consist of six emoji that users can click to express themselves non-verbally. However the clever thing about the hide function is it’s still visible to the commenter, therefore sparing you from the backlash of outright deleting a comment which may cause the commenter to get angry and post even more unsavory comments. This reduces some of the conflict, helping to diffuse the situation, and the hater may lose interest at the lack of attention and wander off. If that happens, it will be out of your hands and outside of your ability to control or influence it. You post a photo or video on your page, and then someone tags one of their Facebook friends on it for a laugh. By default, profanities are already suppressed on business Facebook pages, so you don’t need to worry about those unless you turn off the Profanity Filter for some reason. Moving the conversation out of the public forum is the best move to make. In some cases, it may be advisable to disallow everyone from publicly posting onto your page, and that’s also an option — for instance, the Monsanto Company has done this with their Facebook page. If you say that you agree with the views of that person and then go ahead and place your explanation, it can cushion your argument and maybe you can even win. To reply to a comment publicly: From your News Feed, click Pages in the left menu. Sometimes when people comment on my status they say stuff, but I don't know what to say back so I don't respond. But many people tend to rely on emotion rather than fact to make their point. Most businesses simply cannot do humor effectively, and in most instances, when a company tries to bite back against haters, the effort may fall flat. When a business responds privately to a comment, the comment shows a note that the business has responded privately, so other Page visitors know that the business handled the request. 89% of consumers read business’ responses to reviews. While his tactic may not work for all businesses, here are some tips to keep in mind when dealing with negative comments: Using ALL CAPS if you are communicating digitally for business purposes can create a negative view for your organization. I think this is wonderful, since they’ll continue to think they’ve gotten away with their snarky comment, while it’s evaporated for everyone else. In the majority of cases, you’ll use the other options for hiding/deleting comments and posts or just banning a user from your page. This is accomplished by going under the About tab for your page and clicking the “Page Info” link in the left sidebar. If people are posting comments to your ads, don’t ignore it and just keep paying — you may want to review and hide negative comments rapidly to keep the ads’ performance positive or start up a whole new ad to replace the one with detracting comments. The same stands for follow up questions on the issue as it can end up with the aggrieved customer stating more negative things. But don’t despair! Now, there are a variety of philosophies among social media marketing experts as to how to address negativity. Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. Acknowledge that there are always several sides to any debate and that you appreciate them bringing a different perspective. You've seen it happen dozens if not hundreds of times. It’s my philosophy that in many instances, a “light touch” is to be preferred — all social media are perceived similarly to a public forum, and in most cases, your audience will not react positively to your shutting people down. September 8, 2019 November 8, 2020 Graziana Filomeno advanced-eng In this article we are going to see a series of expressions to use with people who reveal themselves to be rude, vulgar or irritating, towards whom we can’t reply properly. Not everyone is going to have a glowing review of your product or company. It will keep your thoughts and actions positive, and show others that their rude words simply cannot take your power from you.. 2. Place the policy in a separate tab on your Facebook page. Show respect for other people’s opinions. Social media managers must plan ahead for this to some degree — even in instances where one can get away with returning fire, reflect carefully on whether your words will still seem to be part of the corporate image for which your company wants to be known. But even I have had to defriend individuals who were not discerning in the content they posted to my page or tagged me with. I believe that negative comment must be dealt with kindness. #5: Respond back to the original post. Whether the negative portion is concerned, you should treat it in your response it as if it was a one star review. Depending on the style of the company involved and the type of issue, there is a scale between loosely managed and tightly controlled. This vital factor must be considered while responding to negative reviews. How to Use Google Search Console: A Marketer’s Perspective, How to Make Relevance the Watchword of Your Marketing Team, How to Learn SEO (to Create an In-House Team): Courses, Certifications and Tools, Online Relevance: 15 Tips to Stay Relevant Amidst the Noise, © 2020 – Relevance. You choose how to react in any given situation, so choose happiness. Stick to the facts. Here are a handful of tactics for managing Facebook haters, if or when they may show up. To comment on anything on Facebook, follow these steps: Click Comment. 2 Becoming a master of online debate is an art, and crafting a reply that can turn the negativity into something beneficial for your platform takes true poise. With this option, you remain friends but you no longer see their posts in your newsfeed. Click that to completely ban the user from your page. Twitter has options to … How to Reply to RUDE and OFFENSIVE Comments! Those people are just taking their fear, and smearing it all over other people. One of the best-known examples was when Mike Meelgard set up a fake Facebook account last year to pretend to be Target’s customer care personnel, and then posted snarky comment responses to people who expressed criticism of the company’s decision to change store signage to be gender-neutral for children’s bedding. This may mean acknowledging facts that favor the opposition, and that’s okay. Learn more about how you report something that goes against Facebook's Community Standards. Remember, your response might be for individuals who made a negative review in the first place. The satirical interactions helped to drive news about the projects much farther than if only the typical antiseptic corporate responses had been posted. The importance of saving face becomes even more crucial when looking at the results of a massive survey of online reviews as they relate to local businesses. This much-needed and much-requested feature for pages has not been provided by Facebook. Remember that your chances to win the aggressive commenter’s approval or patronage are negligible, so your priority should be to save face with bystanders. When you respond to the comment, try to encourage the user to transition the conversation to a more private place, like in the direct messages of the social network the negative comment came from. Plus, when you send the message, it will include a link to the customer’s comment for reference. The next time he made a snide comment towards her she politely put him in his place and repeated the process for the next three rude comments. While the feedback might not be wholly positive, take the time to respond. Facebook will display the list of people who Like your page, along with a settings icon to the right of each person listed. To do this, view the comment that someone added on one of your Facebook posts, then mouse over their comment, and an “X” will appear in the upper right of their comment. The comment box expands. Sometimes an angry blog comment will come from someone who only read the opening paragraph and failed to read any further. Click in the text box that appears. All businesses make mistakes on some issue or the other. Keeping Hold of Traditions: 7 Ways Traditional Marketing is Helping Organic…, How to Tell Relevant Social Media Influencers From Imposters, How to Create Relevant Content More Quickly. We all know a toxic person; it could be your aunt or some idiot in your class who always likes to point out the negative. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. Of course you must respond to negative reviews, but don’t make it long-winded and wordy. If you’re a regular blogger, you’re bound to have a few trolls who strongly disagree with and/or mock everything you say and do. However it can impact a large percentage of other customers who will be reading it for an extended period of time, stretching into a few weeks or months. Fortunately, when it comes to dealing with rude people, talking back is an option. Imagine receiving an email in all caps containing offensive and harsh language to go with it, it’s an immature way for a business to communicate. First, there are a number of other means of dealing with negative reviews that you could and should use before reaching this point. Caps lock and multiple exclamation points only show that you’re letting your emotions get the best of you. The Care Bear Stare is a method that allows you to approach an upset customer or commenter and turn the relationship around. If you’ve got an ongoing issue with sporadic-to-intense frequency of negative postings submitted to your page, it may be advisable to set your page so that visitors’ posts must be reviewed and approved by you prior to being published. Did you consider that long-winded responses can actually give the complaint a shade of legitimacy? Social media is supposed to be just that – social. The rule of thumb is to keep it crisp. Type what you want to say. I’ve come up with something of a hack that can provide this functionality for the majority of cases. If someone is upset with you or needs some customer care to get their issue handled, the best move is to respond to them by asking them to message you privately — provide instructions to message you directly on Facebook, or offer a phone number or email address. This may be the best hidden feature for managing negative postings and stuff. Once again, you’ll be more respected for handling a situation with the maturity to walk away. As part of my personal online strategy, I’m mostly an “open linker,” willing to connect with any and all people who’d like to connect with my social profiles. Responding adeptly to negative postings can also turn lemons into lemonade. If you find yourself needing to repeat statements you’ve already made, it’s time to walk away from the conversation. The “Delete” option link will appear under the comment area. Sometimes it’s best to agree to disagree. the reason why i didn't take because she is really mean to me and makes rude comments about and puts me down all they time k her what she said Thanks. How Rude! You might be itching to counter the negative review, more so if it’s unfair and unjust, with some solid counter-arguments. Second, this may impair your local search engine optimization signals a little — it might reduce some of your ranking ability for people searching locally for your business when the address citation and map elements evaporate from your Facebook page. Unfortunately, the solution for this involves deleting your map/local information from your page. It’s just like the saying Kill them with kindness.Â. According to the expert: “Turn a stupid question into a new conversation and [then] change the subject. But having some tools and methods at your disposal for addressing such situations can help to alleviate them and get things back to a normal, productive and constructive environment. What’s the Difference Between Sponsored and Native Content? (Actually, I guess deleting your page entirely really is the “nuclear option.”). The corporate world frequently forgets that it’s actually okay to be human and to communicate in a humane way with people — and doing so will win over people more than cold, sterile communications. When they do, it could result in a backlash — those who might normally complain to the company’s Facebook page may instead find somewhere else to post their disfavor. You post an opinion, or a complaint, or a link to an article on Facebook.Somebody adds a comment, disagreeing (or … This is definitely an odd solution that’s apparently occurred in some cases spontaneously. Hopefully, Facebook will eventually come around to providing this much-needed functionality. Never rely on your opinion to get your point across. ok so i seen the justin bieber never say never movie and i posted staus about seeing and taking a picture by the posters and posted and facebook and now my friend is P-----i-----s-----s-----e---d because i didn't take. Using this method as a means to totally suspend all comments from ever being posted is a bad idea, because people who write the comments will eventually notice. Allowing customers to voice some irritation or disapproval for something via your Facebook page may help you avoid their setting up a blog or a RipOff Report that’s going to follow your name forever online. Surprise! To go this route, start with Facebook’s Safety Tools & Resources page. She then made that statement good by sending a store credit update. Understanding online communication etiquette is important. 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