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Session 6

Session 6. Dealing With The Negative. Agenda. 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. Why Are People Negative?. There is no “dislike” button

vaughan-mckenzie
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Session 6

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  1. Session 6 Dealing With The Negative

  2. Agenda • 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

  3. Why Are People Negative? • There is no “dislike” button • Facebook Used to Be Ad Free! • They use it to connect with friends

  4. How May People Interact with Your Page? • 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!

  5. How Many People React Badly? • 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!

  6. How can You Find Out?

  7. Complaints on Your Page • 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”

  8. How to deal with negative feedback on your ads • 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/

  9. How to automate removal of negative comments • Edit Page – Edit Settings • Page Moderation – add as many swear words and bad words as you can think of!

  10. How & when to block negative people • Click Hide next to the comment • Then Ban them if needed (same in Facebook Groups)

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

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