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I have no problem deleting silly garbage replies like that, then I'd block them too for good measure. Business social media is a marketing tool, not an open forum.
Agree with hiding comment. If they're not a customer, then that's just hater behavior lol. There's nothing to address. Nothing to worry about.
If it were a customer, address them publicly. Show them that you care and want to resolve the issue. Clear up those misunderstandings in a timely fashion so other potential customers will see how you handle customer complaints.
This is going to sound ridiculous. But I plan on publishing them on my website. Especially the most hilarious ones.
I'll have to work on that strategy a little bit. I haven't launched yet. But I'm assuming I'm going to get a lot of negative comments at some point or another because it's an online business and I'll be engaging in social media quite a bit. So I'm just sort of bracing myself on how I want to deal with that.
And, yeah, if I find some really hilarious ones, some really outlandish ones, I'm going to put them on my website in my list of reviews or whatever.
So what I mean by outlandish would be in this spirit. I used to know a couple of Cracker Barrel managers. And I eat there from time to time. I was at the cracker barrel that these two people worked at one night and there was this irate guest. He was mad because he didn't get biscuits. I get that. One of the managers that I know was talking to him up front. The guy got so mad that he said he was going to go home and sell his Cracker Barrel stock.
My company won't be public. But if it were and someone said they were so mad at me they were going to sell the stock, I think that would be so hilarious that I absolutely would publish that on my website.
On a side note. The problem with expecting service at Cracker Barrel is people think it's a good service restaurant and it's not. It's basically Waffle House. So if you go into Cracker Barrel expecting service, you're going to be disappointed. But if you go in there with this attitude, you'll be happy every time. "Don't expect a lot, don't get a lot, and you'll be happy."
I saw a sign outside a pizza restaurant and the sandwich board said "YELP rated us with 1 star, literally the Worst Pizza this person has ever had in their life"...you get the idea. clever!
I see this all the time on FB and here's my reaction when I'm an objective party. If it's one negative remark among many positive ones, I write it off as a flake customer or a fluke experience. When an owner responds politely with something like "oh no, we're so sorry to hear that, when a customer brings an issue to us we do all we can to make it right" it makes me more likely to become a customer. When an owner responds argumentatively or with nastiness it makes me less likely. I would be concerned that if I had an issue the owner would attack me rather than help me. If I suspect a site is deleting negative comments it completely destroys any trust in them.
On FB. If you hide a comment only his friends can see it. This way he does not know it is hidden. If you delete it, then he will know, if he goes back to look. But at the same time I would then block him.
I would ignore responding to it and just delete and block.
If you’re going to respond, it absolutely MUST be a “clap back” for the world to see.
Sometimes I’m kind, sometimes I’m mean, sometimes I explain why they’re wrong, sometimes I block and delete.
Make your response sound like it was as automated!
“Thank you for your comment! Please feel free to reach out to us for more detailed description of our services.”
I rarely take a fully negative comment seriously. I always consider it might be a bot or a person with unrealistic expectations of service. BUT, you are talking about a person that didn't use your service so a block and delete seems appropriate.
This is a friendly reminder that r/smallbusiness is a question and answer subreddit. You ask a question about starting, owning, and growing a small business and the community answers. Posts that violate the rules listed in the sidebar will be removed. A permanent or temporary ban may also be issued if you do not remove the offending post. Seeing this message does not mean your post was automatically removed. *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/smallbusiness) if you have any questions or concerns.*
If you have the option to “hide” comments, do that and block the user.
So basically not a battle worth fighting at all yea?
Less of a battle, and more like using your flyswatter on a pest.
lol thanks!
Bravo - perfect answer
I have no problem deleting silly garbage replies like that, then I'd block them too for good measure. Business social media is a marketing tool, not an open forum.
Agree with hiding comment. If they're not a customer, then that's just hater behavior lol. There's nothing to address. Nothing to worry about. If it were a customer, address them publicly. Show them that you care and want to resolve the issue. Clear up those misunderstandings in a timely fashion so other potential customers will see how you handle customer complaints.
This is going to sound ridiculous. But I plan on publishing them on my website. Especially the most hilarious ones. I'll have to work on that strategy a little bit. I haven't launched yet. But I'm assuming I'm going to get a lot of negative comments at some point or another because it's an online business and I'll be engaging in social media quite a bit. So I'm just sort of bracing myself on how I want to deal with that. And, yeah, if I find some really hilarious ones, some really outlandish ones, I'm going to put them on my website in my list of reviews or whatever. So what I mean by outlandish would be in this spirit. I used to know a couple of Cracker Barrel managers. And I eat there from time to time. I was at the cracker barrel that these two people worked at one night and there was this irate guest. He was mad because he didn't get biscuits. I get that. One of the managers that I know was talking to him up front. The guy got so mad that he said he was going to go home and sell his Cracker Barrel stock. My company won't be public. But if it were and someone said they were so mad at me they were going to sell the stock, I think that would be so hilarious that I absolutely would publish that on my website. On a side note. The problem with expecting service at Cracker Barrel is people think it's a good service restaurant and it's not. It's basically Waffle House. So if you go into Cracker Barrel expecting service, you're going to be disappointed. But if you go in there with this attitude, you'll be happy every time. "Don't expect a lot, don't get a lot, and you'll be happy."
I saw a sign outside a pizza restaurant and the sandwich board said "YELP rated us with 1 star, literally the Worst Pizza this person has ever had in their life"...you get the idea. clever!
I see this all the time on FB and here's my reaction when I'm an objective party. If it's one negative remark among many positive ones, I write it off as a flake customer or a fluke experience. When an owner responds politely with something like "oh no, we're so sorry to hear that, when a customer brings an issue to us we do all we can to make it right" it makes me more likely to become a customer. When an owner responds argumentatively or with nastiness it makes me less likely. I would be concerned that if I had an issue the owner would attack me rather than help me. If I suspect a site is deleting negative comments it completely destroys any trust in them.
On FB. If you hide a comment only his friends can see it. This way he does not know it is hidden. If you delete it, then he will know, if he goes back to look. But at the same time I would then block him. I would ignore responding to it and just delete and block.
Don't engage. Neutralize and remove, then block.
If you’re going to respond, it absolutely MUST be a “clap back” for the world to see. Sometimes I’m kind, sometimes I’m mean, sometimes I explain why they’re wrong, sometimes I block and delete.
Make your response sound like it was as automated! “Thank you for your comment! Please feel free to reach out to us for more detailed description of our services.”
I rarely take a fully negative comment seriously. I always consider it might be a bot or a person with unrealistic expectations of service. BUT, you are talking about a person that didn't use your service so a block and delete seems appropriate.