The fundamental feature of social networks like Facebook is that people talk and, as we said numerous times, they talk a lot. Sometimes a user will post in your own Facebook fan page a negative comment. How do you deal with that?

If your first thought is to delete it, please don't! Resist the temptation to delete posts simply because you don't like them. Delete a post only if it is libelous.

How to deal with the rest?

Well for start, read it carefully! Is the user right? If he has a complaint about your business what was your mistake? Instead of trying to hide it come forward and accept it. Engage a honest conversation with the user. He and the other users of your Facebook fan page will appreciate it more if you accept your responsibility and, this is very important, take actions to correct it!

People don't expect people to be flawless. But people (your customers) expect people (you and your business) to accept the error and correct it.

Maintain the communication channel Facebook and the other social networks provide with your customers open. Maintain an open profile, respond to the users and soon you will see another thing happening to your page.The community of your Facebook fan page will start to react to negative posts and defend your business against wrongful accusations!

Remember that people want to be heard, people (your customers) want you to listen to them as much as you want them to listen to you!

Don't hesitate to contact us if you want us to help you plan and build your own presence in social media!