I know it is hard, but try to take criticism on your business Facebook Page in your stride and do what you can to find the answer or remedy the situation.
How you respond is vital, and remember it is a positive thing that people care enough to enter into a discussion.
- Respond as quickly as possible
- Respectfully correct inaccurate information
- Explain how you are going to address the criticism
- Invite further feedback
- Take the discussion out of the public and into the private spheres
- Ignore it or delete it
- Yell or preach
How to Handle Mistakes
The most important aspect is to accept that you WILL make mistakes. That’s a fact, but don’t let this stop you. We are all human and the audience knows that. Firstly, acknowledge that you were in the wrong and be quick to make any necessary changes. Then, learn from the experience and move on.
Always be transparent and genuine. Use your profile (the ‘About’ tab) to say who you are and what you do. Use familiar corporate images and logos that link you to your website and always add value by being authentic and sharing tips and insights. And be as accurate as possible. On a day-to-day basis provide accurate postings that will help build your credibility and your fan base / audience.
Use a Personal Approach
Learn from others – observe other Pages in your niche and your competitors. See how they speak and interact with their customers. Also see how your fans interact with each other. Learn from them too.
Have some pre-prepared responses until you feel comfortable enough to deal with issues as they come up and always think customer, not corporate. Inject some fun into your posts where appropriate, but again, be mindful of the situation and be aware of offending your fans. Be genuinely appreciative of people’s suggestions and feedback – people like this – it makes you human.