Facebook For Business - Should You Delete Negative Reviews?
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If you have ever managed Facebook for businesses, especially retail companies, you know that reviews are a significant part of your day-to-day work. Of course, when you receive a Facebook comment stating how much they love the company you are managing, it is easy to like the post and respond with a thank you. With that in mind, what do you do when people comment, message, and post negative reviews?
Regarding situations like this, the social media manager needs to speak with the rest of the company they manage to ensure the expectations are understood. Negative comments and reviews will happen no matter how excellent a company is. The key is not to freak out and view this situation as unfavorable. As the social media manager, it is your job to explain how social media works to the rest of the company. Would providing a negative reviewer with a calming comment, stating they will get to the bottom of the situation, help assuage their anger?
It is not difficult to take a negative comment and flip it into a very positive experience for the whole social media world to see. If you can respond to an individual and help them with customer service concerns, they will gain trust and be more likely to shop with you. Unfortunately, many companies panic whenever anything negative does happen. As the social media manager, you may be asked to delete comments, hide comments, block users, or restrict comments. There is a delicate balance the social media manager must navigate to keep the client happy while also making sure the brand is trusted and respected.
Of course, there will be some situations where blocking or restricting is necessary. Trolling is a major brand issue; many users will also use inappropriate language. If that does happen, then muting or blocking may be the best decision. But, always remember, customer service is about treating the customer respectfully and helping them with their problem. Social media is the perfect way to help individuals, so always remember to put them first while finding a solution to keep your client happy.
What about you? Do you have any exciting customer service stories on social media that are interesting?