Valid complaints need to be addressed.īelow is an example of a Facebook comment policy: You should only delete those that fit the criteria outlined in it. Having a comment policy does not give you an excuse to remove every complaint from your page. While it will not satisfy everyone completely, most will understand that the comment was removed because it did not abide by the rules set forth on the page. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. If you allow comments on your website or blog, post it there as well. Place the policy in a separate tab on your Facebook page. Comment PolicyĪ public comment policy sets the rules for engaging with your Facebook page (or any other social network for that matter). I’ve included a template for each in this article. This should include a public comment policy and prepared responses to negative messages. It gives you the opportunity to show your followers that you take customer service - and their complaints - seriously.ĭealing with these issues needs to be a part of every company’s social media strategy. In 2016, we merged the two sites, leaving Practical Ecommerce as the successor.Įvery small business that participates in social media must be prepared to handle customer service issues from time-to-time.Ĭustomers may leave negative comments or reviews about your company, products, or services on occasion, which can be a good thing. Practical Ecommerce acquired Web Marketing Today in 2012. Editor’s Note: This article was originally published by Web Marketing Today.
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