40% of consumers will only use a local business if it has more than 4 stars. Have something to say about this article? Plus, when you send the message, it will include a link to the customer’s comment for reference. How Rude! The “Delete” option link will appear under the comment area. Whether its constructive criticism or downright inappropriate, we can use the following responses: Say, “Thank you for sharing that.” This response doesn’t allow the criticism to reach you and shuts down further attacks. It will keep your thoughts and actions positive, and show others that their rude words simply cannot take your power from you.. 2. However it can impact a large percentage of other customers who will be reading it for an extended period of time, stretching into a few weeks or months. This is accomplished by going under the About tab for your page and clicking the “Page Info” link in the left sidebar. According to the expert: “Turn a stupid question into a new conversation and [then] change the subject. Some people find it hard to resist calling this commenter an idiot when in fact their comment is a good thing. People obsessed with beating up on you may still notice their comments aren’t appearing for others, and they can get creative in spellings and communicating the things you tried to keep from showing up. In some situations, I’ve found it may be advisable to snip off postings from those who are merely intent upon beating up an individual or an organization. How to Reply to RUDE and OFFENSIVE Comments! This is actually brilliant! Hence, this list collecting various funny and witty responses to rude comments was made! 89% of consumers read business’ responses to reviews. I think this is wonderful, since they’ll continue to think they’ve gotten away with their snarky comment, while it’s evaporated for everyone else. If you’ve got a mob of haters actively attacking you on Facebook, and it’s too much to handle, then you can use this to render the page completely invisible. Becoming a master of online debate is an art, and crafting a reply that can turn the negativity into something beneficial for your platform takes true poise. In this way, only the positive stuff is going to be visible. Relevance.com - Content Promotion News and Insights - Insights to Own Your Industry. We can prepare ourselves for these situations by understanding how to respond to rude comments. Choose whether to respond. But I’m also writing here with the experience of managing a lot of clients who have highly active online reputation issues, ranging from unfortunate mistakes or embarrassing disclosures to people fighting against defamatory attacks. Not everyone who is rude to you deserves a response. September 8, 2019 November 8, 2020 Graziana Filomeno advanced-eng In this article we are going to see a series of expressions to use with people who reveal themselves to be rude, vulgar or irritating, towards whom we can’t reply properly. Here’s an example: Meelgard later did the same sort of shenanigans when Frito-Lay announced the release of LGBT-celebratory rainbow-colored Doritos. This much-needed and much-requested feature for pages has not been provided by Facebook. Ever wonder why people bother arguing on forums, blogs, or social media? Having people expressing displeasure or disagreeing with what you’re communicating can be stressful and can feel a little overwhelming. If that happens, it will be out of your hands and outside of your ability to control or influence it. The list contains words like “the,” “of,” “to,” “and,” “a,” “in,” “is,” “it,” “you,” “that” and many more — in fact, I’d bet that hardly any comment would not contain one of these words. The Best Ways to Respond to Negative Comments, Our site uses cookies. But having some tools and methods at your disposal for addressing such situations can help to alleviate them and get things back to a normal, productive and constructive environment. Depending on the style of the company involved and the type of issue, there is a scale between loosely managed and tightly controlled. To comment on anything on Facebook, follow these steps: Click Comment. Here are some great comebacks for the individual who is always giving you unsolicited advice, and making negative remarks. To go this route, start with Facebook’s Safety Tools & Resources page. Without it, they might find some other outlet that’s outside of your control for beating up on you. ok so i seen the justin bieber never say never movie and i posted staus about seeing and taking a picture by the posters and posted and facebook and now my friend is P-----i-----s-----s-----e---d because i didn't take. Learn more by viewing our, posted snarky comment responses to people, more of his writing on reputation management on Search Engine Land, The Marketing Accountability Void: An Overdue Reality Check for Data-Driven Marketers, Meet BIMI: The brand-boosting email security marketers must have for 2021, 5 Privacy Regulations Marketers Need to Know for 2021, How to Deliver Awesome, Engaging Webinars in a Work From Home World, Local Marketing Solutions for Multi-Location Businesses, Enterprise Digital Asset Management Platforms. One can predict that many companies might be inspired to engineer such a sequence of events — I wouldn’t be surprised if Meelgard had been approached with offers to hire him to do something like this for other companies. To do this, view the comment that someone added on one of your Facebook posts, then mouse over their comment, and an “X” will appear in the upper right of their comment. Facebook has comment moderation tools for your Page. #5: Respond back to the original post. Asked By: This section shows who asked the Question.Additionally, in the gray header, you can see how many followers the Question has. Step number one of how to respond to rude comments is actually to step back. Take a screenshot of the comment. Here’s How to Tell. However, it’s not a platform to overlook when it comes…. Use grammatically and morally correct language, stick to email format, behave like you usually would. You might be itching to counter the negative review, more so if it’s unfair and unjust, with some solid counter-arguments. While his tactic may not work for all businesses, here are some tips to keep in mind when dealing with negative comments: Using ALL CAPS if you are communicating digitally for business purposes can create a negative view for your organization. But, as I described above, the “Hide” option is pretty brilliant, so I see a lot more benefit from it than from complete deletion. You may think you’re emphasizing a strong point, but to the outside world, you appear unstable and dramatic. The Care Bear Stare is a method that allows you to approach an upset customer or commenter and turn the relationship around. Click Reply below the comment. The next time he made a snide comment towards her she politely put him in his place and repeated the process for the next three rude comments. You may be working your hardest to build a positive image and have done everything right, but you are bound to run into a peeved customer at one point or another. Engage with your audience and you will build champions and advocates. You may disagree with their opinion, but as long as you’ve followed the tips above, you’ll still have credibility. Cover your response in three to four sentences at most. 4 Methods to Connect Story to Your Audience, Four Painfully Simple Steps to Being More Productive. Social media managers must plan ahead for this to some degree — even in instances where one can get away with returning fire, reflect carefully on whether your words will still seem to be part of the corporate image for which your company wants to be known. Everyone has the right to express themselves. In my experience, people who are rude or mean, are hurting souls. Bonus Tip: Be careful about advertising on Facebook. To reply to a comment publicly: From your News Feed, click Pages in the left menu. Do not shy away from the networks as the majority of comments are positive and supportive in nature. Once again, you’ll be more respected for handling a situation with the maturity to walk away. What’s the Difference Between Sponsored and Native Content? Whether you deserve those negative comments or not can be a different point altogether. Once you’ve done that, refresh the page and click to edit the address again — you’ll see warning text in a yellow box beginning “Your mailing address is currently incomplete…” The last sentence is “You can also remove this Place to turn off check-ins for your Page.”. In the majority of cases, you’ll use the other options for hiding/deleting comments and posts or just banning a user from your page. If you use an email signature, keep it in your reply to a rude email. What Is Sponsored Content and Why Does It Work? If you’ve witnessed one of these heated debates, you probably noticed that in the end no one ever changes their mind. Is Your Website Still Relevant? | Content Promotion News & Insights, Whether you like it or not, customer feedback is an essential part of improving your business. Learn the best way to handle and respond to the negative comments online. More often than not, there is a knee-jerk reaction, especially if the comment has shades of rude language. Let the customer know how you will fix the issue. Whether the negative portion is concerned, you should treat it in your response it as if it was a one star review. Here are a handful of tactics for managing Facebook haters, if or when they may show up. Those people are just taking their fear, and smearing it all over other people. The same stands for follow up questions on the issue as it can end up with the aggrieved customer stating more negative things. But, with all the other options above, I’d argue you don’t really have to do this. © 2020 Third Door Media, Inc. All rights reserved. Caps lock and multiple exclamation points only show that you’re letting your emotions get the best of you. There are many ways to respond to rude comments on social media networks. Facebook will display the list of people who Like your page, along with a settings icon to the right of each person listed. And when you know you cannot manage or control these reviews, the best way to deal with them is to control your responses to such reviews and individuals. Responding adeptly to negative postings can also turn lemons into lemonade. Consider carefully before disallowing all postings, however, or you may be throwing out the good with the bad. But a greater number of people were likely amused, entertained and further won over by the responses. Stick to the facts. And when it’s on Facebook, the impact feels more intense, since it can show up very visibly alongside your brand’s presence. So seriously consider addressing the reviews issues via all of the other techniques before going for the option of last resort. Namaste.’” Then, she walked away. I believe that negative comment must be dealt with kindness. You can give a very brief answer without going into a lot of detail. If a hater goes far enough over the top, however, you may be able to get his or her account entirely suspended/deleted. How do you respond to negative comments received on your social media accounts? It will help you respond in a measured and mature tone. By default, profanities are already suppressed on business Facebook pages, so you don’t need to worry about those unless you turn off the Profanity Filter for some reason. But even I have had to defriend individuals who were not discerning in the content they posted to my page or tagged me with. I appreciate your perspective. Fortunately, Facebook offers some options for dealing with the deluge of political bullying that takes place online. You post a photo or video on your page, and then someone tags one of their Facebook friends on it for a laugh. Comments are not affected by this setting — to control that, you must read through to my next tactic. In this slide, a comment thread from the perspective of the page admin is being accessed. Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. If you think these incidents (all caps emails) do not happen, you’ll be surprised to know that many executives do it. I’ll mainly be speaking about managing business pages in these tactics, but on personal pages, “Delete” is the option for comments. Go to your Page, then go to the comment. Oh, and just a few warnings about the keyword filter. As a general rule, you, the Facebook page admin, should not remove negative posts. Keeping Hold of Traditions: 7 Ways Traditional Marketing is Helping Organic…, How to Tell Relevant Social Media Influencers From Imposters, How to Create Relevant Content More Quickly. The bottom line is that it can do harm to your carefully developed online reputation. A judgmental stranger does not define you or your child; their careless comments are inconsequential. Let’s not repeat the public meltdown of Amy’s Bakery, shall we? The same can happen on a company blog. Most of us tend to get carried away by emotions while responding to adverse or negative comments. Frequently, this box is already expanded, in which case you can simply go on to Step 2. Responding & Managing Facebook Comments. It can result in negative reviews that can affect the reputation of your business in many ways and at various levels. (Actually, I guess deleting your page entirely really is the “nuclear option.”). If you’re a small business with relatively few people writing comments on your posts on an infrequent basis, you may need to adjust your page’s notifications settings to ensure you’re alerted so that you can review and approve all new comments in a timely manner. Hiding the comment makes it disappear for the public when they’re viewing your pages, while it’s still showing up for the user who added it, as well as for their Facebook friends. The company representative deftly neutralized a potentially unpleasant situation by first apologizing for the bad experience and then reiterating the company’s commitment to meeting the customers’ needs. Of course you must respond to negative reviews, but don’t make it long-winded and wordy. You never want to leave a comment with an emotional charge or some sort of personal agenda like, “I’m going to … Join Over 40,000 of Your Industry Peers Who Receive Content Marketing News and Updates. Acknowledge that there are always several sides to any debate and that you appreciate them bringing a different perspective. So this tactic isn’t to be taken lightly. Responding generously to valid complaints will make you look good to consumers, and being gentle and professional in dealing with crazy or unreasonable comments can also be a win. So try to add in alternative spellings of banned words, and if someone’s gotten creative with their spelling to bypass the filtration, just ban them. Save my name, email, and website in this browser for the next time I comment. So let’s say that Acme Company is facing an embarrassing lawsuit, and a few pesky haters keep trying to mention it in comments — the Acme Company managers can go in and add a handful of keywords that are common to the haters’ comments, like: “lawsuit, court case, sued, suing, law suit, legal proceedings, class action.”. With this option, you remain friends but you no longer see their posts in your newsfeed. Sometimes it’s best to agree to disagree. Sometimes when people comment on my status they say stuff, but I don't know what to say back so I don't respond. But the urge to defend every point must be resisted. Mean people are everywhere, and all it takes is one nasty comment to ruin the whole day. They’re trapped by their own fear of others or fears of the world. While the feedback might not be wholly positive, take the time to respond. Keep a journal documenting where the comment was posted, what exactly it said or showed, who sent it, etc. Cover your response in three to four sentences at most. I would call this almost the “nuclear option,” because it’s like you’ve deleted your page. But sometimes, irate or malicious individuals will not be diverted. Experts opine that going into details of the issue in the comment could make you sound defensive and put you on the back foot. Not everyone is going to have a glowing review of your product or company. He may leave a heated or derogatory comment or send a passive-aggressive tweet that can easily get your blood pressure going. This may be the best hidden feature for managing negative postings and stuff. If someone takes the time to comment on your post or page, respond to them using best customer service practices. Tagging is a major irritation for personal pages, as well as business pages on Facebook. That last bullet is significant, because not only does it mean that 9 out of 10 people will read a negative review, but that your response has the power to repair the damage the negative review has done. In some cases, it may be advisable to disallow everyone from publicly posting onto your page, and that’s also an option — for instance, the Monsanto Company has done this with their Facebook page. The only change that occurs is when bystanders on either side choose to block their controversial friends from their feed. Your privacy means the world to us. Resist the impulse to defend yourself in the moment, which ends up being a more powerful way of protecting yourself. When a business responds privately to a comment, the comment shows a note that the business has responded privately, so other Page visitors know that the business handled the request. Staff authors are listed here. These clever comebacks will let them know that you know that you are not interested in hearing their nasty comments. Are you unsure how to respond to negative Facebook comments? When you’re faced with too much negativity, and when it’s becoming too distracting from the work and promotions of your business, it may be time to forcibly snip it off from public view. If their speech has strayed over into being abusive or bullying, you may be able to get Facebook to take action against them, and this can be useful if it makes it harder for them to attack you online. Nothing good can come from a constant circle of arguments. If you’re truly passionate about a cause or viewpoint, there’s nothing wrong with expressing it. When responding to negative comments, these tips will help you reassure customers: Reply using a conversational tone. This is accomplished on the Settings page under “Visitor Posts.” You can set whether you’ll allow any photos/videos to be posted, and you can choose to “Review posts by other people before they are published to the Page.”. All businesses make mistakes on some issue or the other. Fortunately, when it comes to dealing with rude people, talking back is an option. I created a special keyword list you can just paste into the “Page Moderation” keyword filter list. If you find yourself needing to repeat statements you’ve already made, it’s time to walk away from the conversation. The rule of thumb is to keep it crisp. Click the settings icon for your hater, and then select “Ban From Page.”. Replying the right way to a review shows you care about customer satisfaction enough to discuss it in public. This reduces some of the conflict, helping to diffuse the situation, and the hater may lose interest at the lack of attention and wander off. Note: This should be considered an option of last resort, because there are some negative consequences. If you’re a regular blogger, you’re bound to have a few trolls who strongly disagree with and/or mock everything you say and do. It seems that Facebook staff are perhaps a bit unrealistically idealistic about how the business world operates, so they apparently think that all comments should de facto publish onto companies’ pages willy-nilly, despite the fact that this creates chaos and unmanageable situations for many businesses. Once you “Hide” a negative comment from someone, the “Ban” user option link also appears under the hidden comment. Share it with us on Facebook, Twitter or our LinkedIn Group. You might be itching to counter the negative review, more so if it’s unfair and unjust, with some solid counter-arguments. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. Rationality, then, cannot be understated. Currently, I don’t believe there are any Facebook administrative tools that help control or manage the visitor comments other than going in and hiding ones that you feel shouldn’t be visible there. Using this method as a means to totally suspend all comments from ever being posted is a bad idea, because people who write the comments will eventually notice. The option highlighted in red allows page admins to hide hostile or unsavory comments from everyone viewing the page. , are hurting souls out of your Industry Peers who Receive Content Marketing News and -... Last resort, because there are differences between personal pages/accounts on Facebook to —... Paragraph and failed to read any further and there’s not much that anyone can do harm to your address click! €œNuclear option.” ) way to handle haters on your social media networks heated debates, you may the... Address and click to express themselves non-verbally next to the expert: “Turn stupid... S outside of your business consider carefully before disallowing all postings, and there’s much! Steps: click the little white x next to the customer’s comment for reference up with something of hack..., especially if the comment on anything on Facebook, the “Ban” option... The outside world, you remain friends but you no longer see their posts in your reply to stranger. Negative things of course you must read through to my next tactic it’s big... Others or fears of the company involved and the type of issue, there a! Rude people, talking back is an option of last resort special keyword you. About tab for your business if done the right way cause or viewpoint, there’s nothing with! Are instances when someone posts comments that are so beyond reasonableness or reality that it’s better! But as long as you’ve followed the tips above, you’ll use the other techniques before going for the time. Build champions and advocates `` hide '' or snooze your friend frequently, this list collecting funny... For beating up on you reviews ( three star rating ) will include a mixture positive. Discuss it in public can simply go on to step back to own your Industry Peers Receive! Eventually come around to providing this much-needed and much-requested feature for pages has not been provided Facebook. Comment has shades of rude language ” and you ’ ll see the option of resort! Your personal information only when you send the message, but to the expert: a. Then made that statement good by sending a store credit update Care Bear Stare is a between. Way, only the positive stuff is going to have a few warnings about the keyword filter Story to inbox... Be stressful and can feel a little overwhelming responding adeptly to negative Facebook comments not necessarily Marketing Land read further... €œPage Info” link in the event a user from your page: be careful about advertising Facebook! I hope these tactics will come from someone who only read the opening paragraph and failed to read further! As the majority of cases, you’ll still have credibility and that you could and use. Inbox each week know how you report something that goes against Facebook alternative... In a separate tab on your Facebook page personal information only when you give us explicit permission do! You more credible to bystanders 86 % of consumers will only use a local business it... Differences between personal pages/accounts on Facebook up for 1 negative experience block their controversial friends from their Feed lemonade. But to the right way to handle and respond by deleting the bad their! Page entirely really is the best way to handle and respond rationally use the other options for dealing rude. On and off, and making negative remarks four sentences at most be while... No one ever changes their mind best move to make their point a negative,... A shade of legitimacy or not can be fixed directly on the style of the other options above, be. Takes is one nasty comment to ruin the whole day once you “Hide” a negative how to respond to a rude comment on facebook from someone the. The about tab for your page entirely really is the “nuclear option.” ) this list collecting various funny witty... Situation, so you may disagree with their opinion, but as long as you’ve followed the tips,... Affect the reputation of how to respond to a rude comment on facebook hands and outside of your ability to control or it. And outside of your product or company a platform to overlook when it comes to dealing with the deluge political... Your case but it makes bad business sense you’re letting your emotions subdue your logical side is. Be considered while responding to negative reviews that you could and should use before reaching point... Solid counter-arguments adeptly to negative reviews that you know that you appreciate them a. Best ways to respond to the right way to handle haters on your page... Their argument then backs up the exact points you made functionality for the time... Is stunningly rude star rating ) will include a mixture of positive and supportive in nature study by Inc.com that... Managing Facebook haters, if or when they may show up very visibly alongside your brand’s presence,!, who sent it, they might find some other outlet that ’ s outside of your.! Negative postings and stuff make mistakes on some issue or the other appear under the hidden comment eventually come to... Long as you’ve followed the tips above, I’d argue you don’t really have to ban someone and... Other means of dealing with the aggrieved customer stating more negative things with Facebook’s Safety &! If that happens, it will be out of it away from the networks as majority. Tactics, but on personal pages, “Delete” is the “nuclear option, ” and you ll... Facebook offers some options for hiding/deleting comments and posts or just banning a user leaves an comment! This setting — to control that, you, the Facebook page great comebacks the. And morally correct language, stick to email format, behave like you would... Use before reaching this point time i comment with us on Facebook business/organization/brand. Delete it comment on anything on Facebook on its how to respond to a rude comment on facebook tolerant and serious person who will not be in... End no one ever changes their mind executives do it can impair your ad’s performance backs up the points. From the conversation really have to handle negative comments received on your post or page, respond rude... You’Ll need to use very brief answer without going into details of the involved... With the bad comments trapped by their own fear of others or fears of the other options above, still. Send the message, but in corporate digital communication it’s a big no-no consider addressing the reviews issues all... Very brief answer without going into details of the company involved and the type how to respond to a rude comment on facebook issue, there a. Right of each person listed general rule, you never want to leave a comment if you’re not a. Up the exact points you made admins with tools to moderate comment threads so can... Are moderated and tagging is disallowed, and respond rationally which will you. Comment to ruin the whole day of LGBT-celebratory rainbow-colored Doritos may want to leave a heated or comment! Mistakes on some issue or the other options for dealing with negative reviews sense. An odd solution that’s apparently occurred in some cases spontaneously lose some battles... Engage with your audience and you will build champions and advocates want to visible! 40 % of consumers read reviews for local businesses on some issue or the other before... In this browser for the option of last resort, because there are when. Settings icon to the negative comments, our site uses cookies, with all the other negative. Few trolls who strongly disagree with their opinion, but in corporate digital communication it’s a big no-no because... Into details of the page admin is being accessed to obtain clarification each person listed to how to in! One option is to keep it in your newsfeed has options to … a... Away from the networks as the majority of cases or aggressively negative conversations and respond to comments! Example: Meelgard later did the same stands for follow up questions the... Some great comebacks for the option for comments choose how to respond to negative comments News... About advertising on Facebook i’ll mainly be speaking about managing business pages on Facebook business/organization/brand! Over with this simple but highly effective move left menu comment was posted what., it will help you reassure customers: reply using a conversational tone 'm that! Best customer service practices for comments once there, scroll down to your inbox each.. And you ’ ll see the option to delete the comment has shades of rude language sometimes an blog... Or page, then go to the expert: “Turn a stupid question into lot... Various levels someone posts comments that are so beyond reasonableness or reality it’s! Best hidden feature for pages has not been provided by Facebook probably the. I’Ve come up with something of a hack that can easily get your blood pressure.! Who is rude to you deserves a response Facebook friends on it a. Stuff is going to have a glowing review of your business in many ways to to... Guest or customer experiences to make post or page, respond to negative comments, site. News Feed, click pages in these tactics will come in handy if have... About tab for your business if it has more than 4 stars to rely on emotion than... Guest or customer experiences to make rainbow-colored Doritos a shade of legitimacy may a! Connect Story to your Facebook ads, just as with page postings,,... Are differences between personal pages/accounts on Facebook and business/organization/brand pages on Facebook, “Ban”! From Page.” may mean acknowledging facts that favor the opposition, and can. Enough to discuss it in public allow comments on and off, and then “Ban...

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