The Facebook Formula Personal Use Ebook

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1. A customer leaves a nasty note that the product didn't work for them and it was a waste of money. You could say, "well if you used it like the direction said, it would work well..." you are going to get negative feedback from this individual as well as others.

2. If the customer leaves that statement and you say, "I'm sorry you are having a problem, but our product is guaranteed to work. How are you using it? Let me help you make this better." You are going to see a significant improvement in their attitude and others reading your page.

Put yourself in this person's shoes. What do they need from you? How will they benefit if you share information with them?

Determining the right way to respond to negative feedback or nasty comments is not always easy. Sometimes, people are just out to get you. This is what social media allows and there's no way you will stop it. However, what you can do is to improve the outcome through careful steps and good customer service.

Do not let negative comments flood your page without you taking action to improve the situation. At the same time, don't let the negative hold you back from engaging the customers who really and truly want to be there and want to benefit from being there.

The good news is that most solid companies offering great products and a good level of customer service are unlikely to have such problems on a regular basis. This isn't something that will flood your day and make managing Facebook a challenge.

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• Tags:2015 Ebooks Personal Use