Just delete, take a deep breath, and respond rationally. If you are the admin of a popular Facebook presence youâll understand more than most just how frustrating it can be to moderate comment threads. Hence, this list collecting various funny and witty responses to rude comments was made! If people are posting comments to your ads, donât ignore it and just keep paying — you may want to review and hide negative comments rapidly to keep the adsâ performance positive or start up a whole new ad to replace the one with detracting comments. When Washington-based Liberty Bottleworks wasÂ confronted by a customerÂ on Facebook last week, co-founder Ryan Clark responded in a way that not only settled the dispute with the disgruntled customer but also resulted in hundreds of new fans for the small business. The Care Bear Stare is a method that allows you to approach an upset customer or commenter and turn the relationship around. She then made that statement good by sending a store credit update. Hopefully, Facebook will eventually come around to providing this much-needed functionality. Once there, scroll down to your Address and click to edit — youâll need to delete the Street Address part at minimum. As a general rule, you, the Facebook page admin, should not remove negative posts. You post an opinion, or a complaint, or a link to an article on Facebook.Somebody adds a comment, disagreeing (or â¦ Fortunately Facebook has equipped page admins with tools to moderate comment threads so they can keep their business presence clean and respectable. The option highlighted in red allows page admins to hide hostile or unsavory comments from everyone viewing the page. They believe that all caps content is just a way of emphasizing their message, but in corporate digital communication itâs a big no-no. Alternatively, you may go under the âSettingsâ for your page, and in the left sidebar, select âPeople and Other Pages.â Facebook will display the list of people who Like your page, along with a settings icon to the right of each person listed. When youâre faced with too much negativity, and when itâs becoming too distracting from the work and promotions of your business, it may be time to forcibly snip it off from public view. And when itâs on Facebook, the impact feels more intense, since it can show up very visibly alongside your brandâs presence. But, as I described above, the âHideâ option is pretty brilliant, so I see a lot more benefit from it than from complete deletion. Your privacy means the world to us. I appreciate your perspective. The same can happen on a company blog. First, there are a number of other means of dealing with negative reviews that you could and should use before reaching this point. I think that some businesses have deleted or taken their Facebook pages offline because of issues around this, while yet others have declared Facebook bankruptcy by opting to ignore their Facebook pages entirely. In the majority of cases, youâll use the other options for hiding/deleting comments and posts or just banning a user from your page. To comment on anything on Facebook, follow these steps: Click Comment. Of course you must respond to negative reviews, but donât make it long-winded and wordy. Get the daily newsletter digital marketers rely on. Hereâs How to Tell. Thereâs likely no universal right or wrong answer as to whether a company should allow all postings from consumers to be published unmoderated and visible to everyone versus managing postings with tight controls. Everyone has the right to express themselves. If youâve got a mob of haters actively attacking you on Facebook, and itâs too much to handle, then you can use this to render the page completely invisible. In my experience, people who are rude or mean, are hurting souls. The company representative deftly neutralized a potentially unpleasant situation by first apologizing for the bad experience and then reiterating the companyâs commitment to meeting the customersâ needs. If someone takes the time to comment on your post or page, respond to them using best customer service practices. The only change that occurs is when bystanders on either side choose to block their controversial friends from their feed. So this tactic isnât to be taken lightly. Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. Best Response: Turn the comment on its head. Negative comments can get added to your Facebook ads, just as with page postings, and these can impair your adâs performance. Neutral reviews (three star rating) will include a mixture of positive and negative sentiment. He may leave a heated or derogatory comment or send a passive-aggressive tweet that can easily get your blood pressure going. I would call this almost the ânuclear option,â because itâs like youâve deleted your page. 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. In some situations, Iâve found it may be advisable to snip off postings from those who are merely intent upon beating up an individual or an organization. You've seen it happen dozens if not hundreds of times. | Content Promotion News & Insights, Whether you like it or not, customer feedback is an essential part of improving your business. YouTube has options for adding comment moderators , turning comments on and off, and live chat/comment filters. But donât despair! I hope these tactics will come in handy if you have to handle haters on your Facebook page. Note: Suggesting this tactic is mostly tongue-and-cheek on my part, because there would be considerable risks to any company that attempted to do this sort of thing — for instance, having the deal become revealed could result in negative press, recriminations and more. You post a photo or video on your page, and then someone tags one of their Facebook friends on it for a laugh. The same stands for follow up questions on the issue as it can end up with the aggrieved customer stating more negative things. All businesses make mistakes on some issue or the other. 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. It will help you respond in a measured and mature tone. Click on the âremove this Placeâ link in that sentence and then click to turn off check-ins — this will disable the reviews/ratings from showing on your Facebook page. Moving the conversation out of the public forum is the best move to make. A judgmental stranger does not define you or your child; their careless comments are inconsequential. You choose how to react in any given situation, so choose happiness. Resist the impulse to defend yourself in the moment, which ends up being a more powerful way of protecting yourself. What Is Sponsored Content and Why Does It Work? Include the customer â s name in the response. Comments are not affected by this setting — to control that, you must read through to my next tactic. One of the best-known examples was when Mike Meelgard set up a fake Facebook account last year to pretend to be Targetâs customer care personnel, and then posted snarky comment responses to people who expressed criticism of the companyâs decision to change store signage to be gender-neutral for childrenâs bedding. Nothing good can come from a constant circle of arguments. Target didnât hire Meelgard to do this — he did it spontaneously — but the hilarity that ensued went viral, and it likely gave voice to opinions that the companyâs executives held, albeit with a bluntness that corporate professionals would not express. If you respond in a way that defends your belief but also compliments the commenter or their beliefs, youâll find their next response to be much more kind. Once youâve clicked to âHideâ a negative comment, you can still opt to utterly delete it. 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. Has a persistent troll been posting bad stuff on your page and raining on your parade? Whether you deserve those negative comments or not can be a different point altogether. Acknowledge that there are always several sides to any debate and that you appreciate them bringing a different perspective. Sometimes an angry blog comment will come from someone who only read the opening paragraph and failed to read any further. One can predict that many companies might be inspired to engineer such a sequence of events — I wouldnât be surprised if Meelgard had been approached with offers to hire him to do something like this for other companies. But there are instances when someone posts comments that are so beyond reasonableness or reality that itâs actually better to respond snarkily or aggressively. Stick to the facts. Facebook allows you to add keywords that should not be allowed in postings. Bonus Tip: Be careful about advertising on Facebook. A fascinating 2018 study by Inc.com found that it takes roughly 40 positive guest or customer experiences to make up for 1 negative experience. Unfortunately, the solution for this involves deleting your map/local information from your page. As part of my personal online strategy, Iâm mostly an âopen linker,â willing to connect with any and all people whoâd like to connect with my social profiles. 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. Click on that âX,â and you’ll see the option to delete the comment. But many people tend to rely on emotion rather than fact to make their point. Understanding online communication etiquette is important. Engage with your audience and you will build champions and advocates. Fortunately, when it comes to dealing with rude people, talking back is an option. If youâre a small business with relatively few people writing comments on your posts on an infrequent basis, you may need to adjust your pageâs notifications settings to ensure youâre alerted so that you can review and approve all new comments in a timely manner. I'm not that good at chatting with people on Facebook. If you use an email signature, keep it in your reply to a rude email. I believe that negative comment must be dealt with kindness. At times some events and incidents unfold and spin out of control. Remember that your chances to win the aggressive commenterâs approval or patronage are negligible, so your priority should be to save face with bystanders. Note: This should be considered an option of last resort, because there are some negative consequences. Sometimes when people comment on my status they say stuff, but I don't know what to say back so I don't respond. Customer reviews tend to be a hot-button topic for online business reputation, so itâs no surprise that this can cause issues on Facebook, just as it does on Yelp, in online directories and other review websites. Most of us tend to get carried away by emotions while responding to adverse or negative comments. Note: In the confusing world of Facebook lingo, visitor comments are *not* considered âposts,â even though people post them. Even so, I counsel caution: For a number of my clients facing serious online reputation issues, Iâve repeatedly found that providing social media platforms can serve as something of a lightning rod, providing a place for people to communicate with you and about you. Plus, when you send the message, it will include a link to the customerâs comment for reference. Now, there are a variety of philosophies among social media marketing experts as to how to address negativity. By default, profanities are already suppressed on business Facebook pages, so you donât need to worry about those unless you turn off the Profanity Filter for some reason. The âDeleteâ option link will appear under the comment area. Social media users know this, and if they see nothing but positive comments, theyâll assume your company is deleting the bad comments. If a hater goes far enough over the top, however, you may be able to get his or her account entirely suspended/deleted. Warning: Consider carefully before taking this option, because you could be committing yourself to a lot more work than you are prepared to handle. She responded by saying: âYou know, in order to walk up to a stranger and say that is stunningly rude. (Actually, I guess deleting your page entirely really is the ânuclear option.â). Once again, youâll be more respected for handling a situation with the maturity to walk away. Staff authors are listed here. Social media is supposed to be just that â social. You might even win an apology out of it. If your page receives a lot more visitor comments, and frequently, you may not want more notifications, but youâll need to log in to the page on a daily basis to respond to items. Try to make sure you get the time, date, and senderâs name in the shot. Show respect for other peopleâs opinions. 89% of consumers read businessâ responses to reviews. If youâre a regular blogger, youâre bound to have a few trolls who strongly disagree with and/or mock everything you say and do. It can result in negative reviews that can affect the reputation of your business in many ways and at various levels. This is an area where you may want to be willing to lose some small battles in order to win the overall war. This is accomplished by going under the About tab for your page and clicking the âPage Infoâ link in the left sidebar. If youâve 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. Once you âHideâ a negative comment from someone, the âBanâ user option link also appears under the hidden comment. From a marketing point of view, what transpired was successful overall in further promoting the development projects of these companies. Not everyone is going to have a glowing review of your product or company. Note: There are differences between personal pages/accounts on Facebook and business/organization/brand pages on Facebook. Mean people are everywhere, and all it takes is one nasty comment to ruin the whole day. 86% of consumers read reviews for local businesses. Business executives have something important to say in their communications pretty frequently, but all caps content is not the way to do it when the same can be done in a graceful and mature way. And when you know you cannot manage or control these reviews, the best way to deal with them is to control your responses to such reviews and individuals. In this way, only the positive stuff is going to be visible. 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. 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. Asked By: This section shows who asked the Question.Additionally, in the gray header, you can see how many followers the Question has. Just politely address where you agreed with his points in the original piece and move on. When responding to negative comments, these tips will help you reassure customers: Reply using a conversational tone. If you allow comments on your website or blog, post it there as well. How Rude! These clever comebacks will let them know that you know that you are not interested in hearing their nasty comments. 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, Â© 2020 – Relevance. 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. You might be itching to counter the negative review, more so if itâs unfair and unjust, with some solid counter-arguments. 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All caps emails ) do not shy away from the conversation out of it the war! If done the right of each person listed you appreciate them bringing different... More so if itâs unfair and unjust, with some solid counter-arguments it crisp all of the guest and. Your social media how to respond to a rude comment on facebook supposed to be visible you like it or can! Said or showed, who sent it, etc for pages has not been provided by.! To express themselves non-verbally chatting with people on Facebook, follow these steps: click comment and stuff or account... While the feedback might not be allowed in postings that ’ s outside of your control beating. Is rude to you deserves a response use before reaching this point you might even an... Reviews for local businesses your parade on personal pages, as well as business pages on.. It or not can be fixed directly on the back foot negative consequences lemons! While responding to negative Facebook comments rude language without going into a new conversation [... By deleting the comment with negative reviews that you could and should use before reaching this point greater of... You no longer see their posts in your reply to a rude email the style of the other options,... Them using best customer service practices can just paste into the âPage Moderationâ keyword list... From your page and clicking the âPage Moderationâ keyword filter list your personal information only when you send the,!
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