Session 6Dealing With The Negative

◦How to deal with negative feedback on your page

◦How to deal with negative feedback on your ads

◦How & when to block negative people

◦How to automate removal of negative comments

Agenda

There is no “dislike” buttonFacebook Used to Be Ad Free!They use it to connect with friends

Why Are People Negative?

I don’t want to see this = they will see less updates Hide all from xyz = never see again (unsubscribe

equivalent) Your posts will appear in less newsfeeds if it has a

lot of these!

How May People Interact with Your Page?

Depending on your content….◦ 1 out of 50 post views gets a negative response◦ Facebook fans are most likely to block ALL your

page stories 60 times more likely than unfanning your page!

Your fans will remain loyal ONLY if your content is relevant!

How Many People React Badly?

How can You Find Out?

If people complain on your page, acknowledge it

Don’t remove it Say you will contact them by PM Don’t act defensive Don’t blame them Consider posting a comment such as

“Our Customer Service team will be in touch shortly”

Complaints on Your Page

Remember – they didn’t ask to see these nor did they like your page

Consider removing rude or nasty comments Read the Hubspot Case Study here

http://www.jonloomer.com/2012/11/25/facebook-promoted-posts-abuse/

How to deal with negative feedback on your ads

Edit Page – Edit Settings Page Moderation – add as many swear words and bad words as you can think of!

How to automate removal of negative comments

Click Hide next to the comment Then Ban them if needed (same in Facebook

Groups)

How & when to block negative people

Create a list of banned words for your page to make sure no one can use them!

Homework