Feedback is very important in business. Whether it is good or bad you should know that you need to be responsible in dealing with it. Of course we feel happy and proud when we received good feedback, but what about if we received bad comments? What will you do if a fan or a friend posts a less than complimentary message in your wall? How you react with that particular fan will govern not only the issue of the angry customer, but will also include other fans that “liked” your page.
Here are the things that you need to do to redeem your business’ integrity to your established fan base:
#1: Give a polite response as soon as possible – it is important that you address any complaints and issues that your fans posted as soon as possible. Inactivity and ignoring will not be helpful in this kind of situation. Being unresponsive will only incite more anger and will increase the chance of users getting angry, giving you more angry wall posts to deal with. Be respectful and understanding about you customer’s concern. Indicate also how you can help to resolve their problem.
#2 Contact them privately – Let them know that you care by sending your customer a private message or email, this will give them another option to discuss the problem. The goal here is to help them find a solution to their problem, as it is your business that is at fault.
#3 Straighten your reputation by asking the fan to remove the post – if you have already settle the issue privately and once again your customer is happy, there is nothing wrong in politely asking him/her about the wall post. It is important that you straighten out your record as there are many people that can be a potential customer who can view your wall posts everyday.
#4 Respond to the original post – As a general rule, the Facebook page admin shouldn’t remove any negative posts. If you are reluctant to ask your customer to remove the angry wall post, respond to it by expressing happiness in the resolution and that both parties are thankful for the result of the settlement. It is good to let your community know that you are prompt in handling customer services.
#5 Let your community respond – Letting your community respond for you is a good sign that your business is not irresponsible. If you interact with your fans always, you will notice that eventually they will help in assisting each other whenever you are momentarily out of touch. What’s great is that if you take good care of them, they will answer everybody elses questions before you actually have the chance to do it. They will even endorse the business for you which can spread to other community pages as well.
These are some of the steps that you need to consider to help you deal with an upset fan in your community page. For more information please visit this Social Media Marketing Strategy.