So as an extension of the last post (go read about it before you read this!) this is the story of the first bad comment on our business Facebook page. GASP I know right? For the most part we don’t get bad comments on our personal page, I mean Facebook is a place for us to be friends with people who think like us right? ahahahah I kid I kid… moving on.
The Very First Time… So someone gets on our wall and posts some gibberish along the lines of complaining because we didn’t do our job-because we didn’t hire them. Blah-d Blah-d Blah-d. Please, kind sir, step into our office and begin telling us how to recruit. You clearly exhibited a high level of professionalism the first go around so after your Facebook rant we are sold! You are the person we are looking for! I, being responsible for our office operations and our Facebook page, F-R-E-A-K-E-D OUT! What do I do? Who do I ask what to do? This is uncharted territory for us? Commence throwing blank papers in the air and running around in circles screaming useless cries for help. My first answer-do nothing. So, I did nothing. I ran through all kinds of scenarios in my head-including the thought that what if the VP saw it and decided that was it, we were shutting down the Facebook and good riddance! A bit later I had decided that I had crafted the perfect professional response and I was going to handle this like a pro! WRONG. One of our other temp employees had seen it and taken it upon hisself to comment back explaining that my staff and I were beyond excellent at our job and we probably didn’t hire this creep because he wasn’t qualified and clearly sucked at life. Oh. My. Gawsh! What do I do now? Commence throwing blank papers in the air and running around in circles screaming useless cries for help. [let me explain further why they are useless-no one is there to hear me!] Alright, so let me put the kibosh on this-still going to handle it like a pro! WRONG! Now I have given them time to argue and for two more people to jump in, all defending us (which was nice, but irrelevant). With no more energy to run around in circles I decided to delete the whole thread and move on with my life.
What did I learn?
- That some of our employees recognized our hard work and didn’t hesitate to stand up for that
- You can never make everyone happy
- Our reputation was on the line more than ever. Now it wasn’t about someone having a bad experience and telling their neighbor, it was about someone having a bad experience and telling OUR Facebook audience that consists of applicants, current employees, former employees, clients, potential clients, local businesses.
- We had to take our customer service to the next level
- We had to work harder
- And I had to do some research
What do I know now?
- Don’t hide from the bad comments. Use it as an opportunity to show your audience that you can take constructive criticism and that you care about issues.
- Don’t delete them!
- If it’s not a viable complaint, your audience will recognize that and will still take into consideration your response… and sometimes defend you. [however let me be clear that I don’t support the idea of letting an argument happen on your business page, but that’s up to you!]
- Don’t delete them!
I messed up the first time because I broke a primary rule, but cut me some slack, remember how I told you it was uncharted territory for us, it’s because it was! Now the second time I handled it like a pro and I’ll tell you all about that one tomorrow!