Stay calm and don’t delete!
One of the worst things you can do when you receive a negative Facebook post is to delete it – especially after it has attracted comments from other people. For example, if you delete a post where a customer is complaining that they waited too long before they were served at your store, you can guarantee that the person will become even more incensed and negative, and will re-post accordingly. Also, anyone who read the post and commented on it will be offended that you deleted their comment too, and begin to suspect your store is not as friendly as they thought.
Make sure you offer solutions, not excuses
When a customer makes a negative comment on social media, try to imagine that they are standing in front of you. You wouldn’t just walk away, you would listen to their complaint and offer a solution. You might even unearth a problem with your business that you did not know about – such as the staffer on the early morning shift who is being rude or can’t handle the workload. Never assume the negative comment is designed to harm you personally. It’s easy to become paranoid on social media, but remember that this is not about you, it’s about the customer’s experience.
Trolls and how to deal with them
Trolls are social media users who thrive on being nasty and provocative. Like the mythical creatures that hid under bridges and ruined the lives of Norse farmers, trolls can ruin a business’s social media presence. After all, your tweets and posts are designed to portray your services and products in a positive light. Trolls want the opposite – they won’t be happy until they have stirred up trouble for you, sometimes just for the fun of it.