It’s fairly obvious when someone is trolling your page, and it’s appropriate to delete and block the comments, although only as a last resort. Trolling comments typically include inappropriate content, profanity, rants in all caps, or the consistently unfounded bashing of your brand. Refrain from offering freebies publicly, however, as this could spawn false complaints.
HOW DO I DELETE COMMENT ON FACEBOOK FREE
When called for, offer them a small gift card or free product. Provide a link to a customer service web page, email address, or phone number.
HOW DO I DELETE COMMENT ON FACEBOOK OFFLINE
These messages should attempt to move the conversation offline and out of the public eye. Having a spreadsheet of appropriate responses ready for general situations will make this easier, but it’s important to tailor them to the particular concern. It can be difficult to respond to every unique issue from customers, but it’s incredibly vital that you do. Your customers will notice and appreciate that you value their concerns. A good strategy would be to post a video or comment from management with an explanation or solution. If many people are commenting or complaining about the same thing, it’s probably a larger issue that doesn’t require individual responses. Doing so signifies you take customer concerns seriously and want to rectify the situation as best you can.īelow are the various types of negative posts you may receive and how best to deal with them. It’s usually best to leave negative comments on your page and respond appropriately. Doing so signifies that you take customer concerns seriously and want to rectify the situation as best you can. Please note that the comments expressed on this site do not reflect the opinions and official position of. Promote particular services, products, or political organizations or campaigns.Are chain letters, pyramid schemes, or fraudulent or deceptive messages.This includes masked words (***), acronyms, and abbreviations Are obscene, vulgar, or sexually explicit.Contain spam, advertising, solicitations or include links to other sites.Once posted, reserves the right to delete submissions that contain vulgar language, personal attacks of any kind, or comments we deem to be offensive or disparaging.įurther, also reserves the right to delete comments that: You are encouraged to submit comments, questions, and concerns, but please note this is a moderated online discussion site and not a public forum. This site intends to inform and engage with the fans, friends, family members, and other businesses, entities, or interested persons of. We welcome you and your comments to the Facebook page for. Valid complaints need to be addressed.īelow is an example of a Facebook comment policy: You should only delete those that fit the criteria outlined in it. Having a comment policy does not give you an excuse to remove every complaint from your page. While it will not satisfy everyone completely, most will understand that the comment was removed because it did not abide by the rules set forth on the page. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. If you allow comments on your website or blog, post it there as well. Place the policy in a separate tab on your Facebook page. Comment PolicyĪ public comment policy sets the rules for engaging with your Facebook page (or any other social network for that matter). I’ve included a template for each in this article. This should include a public comment policy and prepared responses to negative messages. It gives you the opportunity to show your followers that you take customer service - and their complaints - seriously.ĭealing with these issues needs to be a part of every company’s social media strategy. In 2016, we merged the two sites, leaving Practical Ecommerce as the successor.Įvery small business that participates in social media must be prepared to handle customer service issues from time-to-time.Ĭustomers may leave negative comments or reviews about your company, products, or services on occasion, which can be a good thing. Practical Ecommerce acquired Web Marketing Today in 2012. Editor’s Note: This article was originally published by Web Marketing Today.
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