Categories: Inbound Marketing, Internet Marketing for Home Builders, Social Media | Posted: August 28, 2015 | By: Builder Designs
No brand is safe from getting negative comments and reviews on Facebook. While it’s tempting to delete customer rants on one of your posts or ads, doing so can create even more trouble for you when your reviewer notices their comment has been deleted and gets even angrier. Here are some best practices for dealing with comments when they arise:
Whether someone leaves a nice comment, a negative comment, several sentences, or two words, you should acknowledge them in some way–either by “liking” their post or replying to it. Since these people are taking the time to share their thoughts with you, the expectation is that you’ll somehow let them know they’ve been seen and heard.
It’s okay to delete spam.
This applies to people who share links to other websites on your page or who use foul language that you don’t want to expose your other fans to.
In some cases, you may experience the kind of spam that requires a little bit of damage control. It’s perfectly acceptable and even recommended to acknowledge particularly damaging posts with a simple explanation and reassurance that the page is being monitored to keep fans from being exposed to offensive content.
Be nice even when people are mean.
This may seem like preaching to the choir, but it can be very tempting to want to put someone in their place when they make a negative comment out of ignorance or say something to put you on the defensive.
When this happens, the best thing to do is to respond with the same kindness and concern that you would if they had been nicer in their approach. The last thing you’d want is for other homebuyers to read the heated exchange between you and one of your dissatisfied homeowners and have that turn them off to working with you.
View every negative comment and review as an opportunity.
Especially since reviews cannot be deleted on Facebook, it’s important to see opportunity in them when they occur. Every homebuyer worries about what can go wrong when they’re building a new home or choosing a builder, so being able to see your helpful replies on negative reviews will actually give homebuyers reassurance that if issues do arise, you will be willing to work to resolve them.
Always provide contact info on negative feedback.
Show that you’re willing to resolve issues by providing an easy way for reviewers/commenters to get in touch with you. Hopefully if they were willing to expend the effort to post their negative review, they’ll also be willing to go in and delete it or give positive feedback once the issue has been resolved.
In fact, don’t hesitate to encourage them to revisit their review once you’ve ensured their satisfaction.