How would you feel if you went to all the trouble of emailing your thoughts and feelings to someone and they simply deleted the email and never got back to you? Pretty crappy right?
Then why are you deleting Facebook posts from people who have taken the time to reach out to your business?
All over Facebook, and other social networking sites, brands and businesses are freaking out about negative comments and posts on their wall. And instead of dealing with them they are simply deleting them.
This subject came home to me after I read that Nude by Nature were deleting fan’s negative comments from their Facebook page. I am still not sure if this is entirely true (Nude by Nature denies it), but on clarifying someone’s concerns about this rumour, Nude responded thus:
Hi Jorn, We promise posts aren’t deleted unless they contain bad language or are a one-off complaint which doesn’t benefit other likers of this page.
We think Jenni, who posted before you, hadn’t clicked to view posts by “Everyone (Most Recent)” which meant she couldn’t see her own comment.
Please let us know if you have questions or concerns at all
It was good they responded, but the one part of their reply that stood out to me, and that I totally disagree with, is “We promise posts aren’t deleted unless they… are a one-off complaint which doesn’t benefit other likers of this page.”
What they are essentially saying is that they reserve the right to delete any comment or post that shows them in a negative light.
I understand that if a post or comment is abusive, contains curse words or is offensive to others then, by all means, delete it and let people know they cannot post such offensive material. But to delete a post or comment just because it is negative to your brand or business defeats the reason why you are on social media in the first place and undermines your honesty and transparency that is essential to social media.
A Better Way
A better strategy is to comment directly on a person’s negative comments, fixing up any errors they may of made and letting them know you are listening to their concerns and are not afraid of public debate. That way the person making the comment will feel better about your response, and/or, assuming you have a strong enough community, others will come to your defence.
This has worked successfully many times on the pages I manage.
Have you ever had negative comments on your Facebook page or blog? How did you deal with it?