{"id":9734,"date":"2016-09-28T09:00:22","date_gmt":"2016-09-28T09:00:22","guid":{"rendered":"https:\/\/pingler.com\/blog\/?p=9734"},"modified":"2016-09-27T08:02:30","modified_gmt":"2016-09-27T08:02:30","slug":"how-to-handle-critiques-from-customers-on-facebook","status":"publish","type":"post","link":"https:\/\/pingler.com\/blog\/how-to-handle-critiques-from-customers-on-facebook\/","title":{"rendered":"How to Handle Critiques from Customers on Facebook"},"content":{"rendered":"

\"FacebookThree days ago, we talked about what you must do in order to successfully handle \u2013 and hopefully prevent \u2013 bad reviews from popping up all over the internet. While bad reviews can certainly poison the well in terms of turning off potential customers and visitors, other types of feedback can also do damage. Many dissatisfied customers will find their way to your social media pages and voice their criticism for everybody to see. With Facebook being the most commonly-used social media platform for businesses, it only makes sense that you be ready to handle these criticisms as they come. We’ll review some simple tips today on how to handle these critiques and come out on the winning end.<\/p>\n

Always Provide a Comment<\/h2>\n

The worst thing you can do when somebody posts a critique about your business on Facebook is to leave it hanging. Not only will it look bad to others who may read it later, but it will also further irritate the person who left it. Word of mouth \u2013 even in the age of the internet \u2013 is a big deal. Since social media networks like Facebook tend to create connections based on interests, it is very possible that many other potential customers are friends with the irate customer. Even if it feels futile, it is always a good idea to try to engage respectfully with somebody who has left a bad comment. This can sometimes defuse the situation and prevent additional negative perceptions.<\/p>\n

Use It As a Learning Experience<\/h2>\n

Every complaint left on Facebook doesn’t always produce a teachable moment, but people who are pinging servers<\/a> with bad commentary are doing so to send a message to somebody. Whether that be you, other potential customers or somebody else may vary, but there are many times where you can learn from this. By reading and taking to hear the complaints of each customer, you may begin to see a pattern that can be corrected in the future. For instance, slow shipping times may be a common form of complaint that is leaving your customers perturbed. By carefully absorbing what it is they have to say, you may be able to implement changes to your business practices that prevent these negative situations from occurring.<\/p>\n

Consider a Private Resolution<\/h2>\n

In some cases, engaging with the critique in public may not be the best route to pursue. You always want to publicly acknowledge that their concerns have been seen \u2013 both because it reassures potential customers that you’re paying attention and because it may prevent angry customers from ranting elsewhere \u2013 but that doesn’t mean following up privately isn’t necessary. It is always possible to engineer a compromise of sorts. Perhaps you provide an exception to your return or refund policy in exchange for them removing the bad feedback; you certainly don’t want to advertise to customers publicly\u00a0 that you’re willing to make exceptions to the rule. Each situation is different, so feel your way through it and determine whether a private chat might yield better results for your business.<\/p>\n

Negative comments left about your brand can cause potential damage among your target audiences when they’re pinging servers on Facebook. You don’t want to leave them unaddressed \u2013 both from a PR standpoint and from a standpoint of good business practices. If you use each opportunity as a learning experience, comment publicly and follow up privately when necessary, you may wind up with more satisfied customers than you thought was possible.<\/p>\n


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Many […]<\/p>\n","protected":false},"author":3,"featured_media":9769,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[735,628],"tags":[1180,44],"class_list":["post-9734","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online-business-2","category-social-media-2","tag-criticism","tag-facebook"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Handle Critiques from Customers on Facebook - Pingler Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pingler.com\/blog\/how-to-handle-critiques-from-customers-on-facebook\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Handle Critiques from Customers on Facebook - Pingler Blog\" \/>\n<meta property=\"og:description\" content=\"Three days ago, we talked about what you must do in order to successfully handle \u2013 and hopefully prevent \u2013 bad reviews from popping up all over the internet. 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