DEALING WITH NEGATIVE FEEDBACK ON FACEBOOK

POSTED: 20/10/17

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Facebook is the perfect platform for exposing your business to potential customers and for engaging and interacting with your existing customers; it is also one of the best ways to reach a targeted audience. 

This platform is also ideal for gathering feedback from your customers about your products or services and a lively online debate not only promotes transparency, but it also helps potential customers to understand and appreciate your business. You can simply ask your followers for feedback or ask them leading questions about your products or services, all to generate an active discussion and plenty of fresh feedback.

Hopefully, customers will love your products or services, and encourage other followers or visitors to your Facebook page to engage in a healthy discussion. These type of interactions are a great way to know that you are on the right track and that your business has hit the mark.

What happens when the feedback is not so positive?

When customers, visitors or Facebook followers make negative comments or raise specific issues online, you can use this to your advantage. Negative feedback is a great way to iron out any problems with your products or services and to make your business even better.

When legitimate criticisms are addressed openly, tactfully and in a timely manner, you may even turn an unhappy camper into a loyal customer. You will also show everyone that you are proud of your business and that you are more than happy to take on-board people’s suggestions for improvements.

I am sure you can appreciate that it is important to answer any negative comments on Facebook, so that everyone can see that you are not hiding away and ignoring their opinions. Hoping that negative comments will just go way will not help anyone, least of all the standing of your business in the community. 

A thoughtful and dignified response illustrates respect and understanding of your customer’s concerns and shows that you are happy to rectify any problems. In fact, you welcome their negative comments, because it gives you an opportunity to improve your products or services.

One great example of turning a negative comment into an asset is this sign a café owner created to leverage a negative comment and turn it into an opportunity. The café owner was so confident in his products that he took a big risk, even knowing that his salads were fabulous - and used the negative feedback to drum up even more business!  

Unfortunately, it’s a fact of life that sometimes the comments will not just be negative, but totally unreasonable and all you can do is to respond in a helpful manner to address their concerns. You can’t delete these and comments, but if you feel that they go beyond the pale and might harm your business, you can report them to Facebook Admin.

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