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Digital Doughnut Contributor
Digital Doughnut Contributor 12 March 2013
Categories Advertising, Content, Customer Experience, Social Media, Strategy & Operations

How to handle negative posts on your corporate Facebook page

How do you deal with negative posts on your Facebook page? Can you turn negative comments into positive?

The most common question from companies moving to Facebook is "can I delete negative messages posted on my Facebook page?".

 

The simple answer to this question is "no".

 

You cannot remove negative posts from your Facebook page because it would be a wrong message to send to your community.

Removing a negative post indicates that you ignore your customers’ problems, that you do not care about what they have to say. Even worse, it shows that you don’t let them express themselves. It gives the Wrong signal and can harm your company’s image.

 

Similarly, you cannot ignore customers’ messages, whether those are positive or negative.

Ignoring a message is almost as bad a deleting it. The person who posted the message is upset and spreads his bad experience around him.

The other visitors seing the unreplied message will wonder what kind of company they are dealing with and what would happen to their own message if they faced a problem.

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