5 Tips – Dealing with upset Facebook Fans
No matter what you sell and how you sell it, it is inevitable that at some point you will come across a client or two that had a bad experience in your store or online shop. Many Social Media marketers are horrified at the thought of having to deal with public Facebook complaints, but do not despair here’s how to deal with it..
1. RESPOND!
The first point is to respond NO MATTER WHAT, even if the complaints are totally unfair or rude. If unanswered your angry client will become angrier and ruder. A kind response shows respect and understanding for customers’ concerns.
2. BE POLITE!
Again NO MATTER WHAT, remember that as the Social Media marketer you are representing the whole Company not yourself answer politely and show concern about the problem. Make sure the client understands you are open to discussing their problem and are ready to give them the benefit of the doubt.
3. DISCUSS PRIVATELY
When a client seems to be rude and unreasonable do not drag it out online, invite them to discuss the problem by email.
4. POSITIVE OUTCOME
Try to use the positive resolution of the problem to your advantage. Go to the original post and thank the client for staying in touch and resolving the problem. This will show off your problem solving skills and willingness to listen.
5. BANNING IS ALWAYS A LAST RESORT
Should your client refuse any of the above, your last option may be to ban them from being a fan so they cannot make anymore posts on your page.
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