Photo courtesy of iStock

Photo courtesy of iStock

On Tuesday, Locowise posted a ‘how to’ guide for dealing with negative comments on Facebook. It’s short, sweet, and accurate – who could ask for anything more? It got me thinking; when managing a brand’s social presence there is always the constant worry of ‘what if someone posts something negative,’ but why? This is a never-ending fear for many brands that have entered the social arena. The reality is not what if you do get a negative shout out on line but rather, what will you do WHEN you get a negative comment?

In fact, the more successful you are the more likely it is that you will start to receive negative comments. On Facebook, because it has such tremendous reach, there is even more opportunity for people to drop the negative bomb on your brand.

-Locowise Blog, January 26, 2016

It’s going to happen and it’s not always a bad thing, so why do brands fear the negative comment or post so much? Do they feel they aren’t prepared to respond? Does their social strategy not include protocol for responding to the negative?

Truth be told, the strategy is simple.

  1. Acknowledge
  2. Apologize (if necessary)
  3. Take it offline

Use the opportunity to build loyalty and showcase your brand’s customer service. Mistakes and issues arise, but how you handle them can help you build or break your customer base. In general, the public is fairly forgiving as long as they feel their concerns have been heard and addressed.

There is a very good reason why apologizing for poor service on Facebook is a good thing. It’s the fastest way to gain anything close to the forgiveness that you need as the best outcome. People will see that you have apologised, and that you are, most importantly, not too removed and detached from reality to say sorry. Any company that can say sorry is a positive, caring company.

-Locowise Blog, January 26, 2016

In the end a sincere (and quickly executed) apology goes a long way. So don’t fear the negative — embrace it, roll with it, and move on!


This entry was posted in Facebook, Social Media and tagged , , . Bookmark the permalink.

2 Responses to #SorryNotSorry

  1. sydhavely says:

    Spot on post, Liz. And an issue all organizations have to confront. With FB’s 1.59 billion users, it’s a great platform to say “I’m sorry” and hopefully correct the mistake or error. Please talk about this next Tuesday. Excellent.

    • lizhartzell says:

      Thanks Syd, this is a topic that we deal with on a regular basis – easing the minds of admin about negative comments 🙂

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