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1. How To Deal With Negative Comments
on Facebook

2. One day, out of the blue – you’re going
to publish something, or do
something, that results in negative
feedback on Facebook. The question
is, what are you going to do about it?
Today’s post is all about dealing with
aggravated, upset fans on your
Facebook page, and keeping your
social reputation intact.

3. Finding The Root of The Problem

4. You land on your Facebook page, and
horror! Your fans are up in arms! What
do you do? The first thing, is
determine the root cause of the issue.
Believe it or not ‘trolls’ still exist,
though these days it’s called ‘raging’
instead. Step one is to find out what
you’ve done wrong. Is this an isolated
incident? Who is this coming from?
Why are they saying the things they’re
saying?

5. Establish if the slander is warranted, or
if it’s just someone raging your page.

6. Turn The Problem Into a Solution

7. By now you should have established
whether this was a one-on-one type
deal, or if it involves many fans. Here’s
how you turn the problem into an
opportunity to make your business
look good.

8. 1) It’s your fault. You’ve done
something wrong! Immediately
apologize to the person, or people
concerned. Then go a step further.
Offer them something extra for free,
as a heartfelt apology. People love it
when you make an effort.

9. 2) It’s partially your fault. But the fan is
being unreasonable and embarrassing.
Apologize anyway, about the fact that
the issue caused the fan so much
distress. Then give them a free gift. Or
two.

10. 3) It’s not your fault. Your fan is
going nuts! Apologize on your
Facebook page, and offer to clear up
the matter via email. It’s much more
private and will prevent any further
‘live’ feedback. Do NOT engage this fan
publicly.

11. 4) What’s going on? Pure
rage/trolling! Publish a brief post
apologizing to your real fans, and
explaining that the message was spam.
Delete the post. Block and report the
troll.

12. Rules of Engagement

13. Whatever you do, always respond.
When you don’t respond, and your
page is left full of negative feedback,
you’re shooting yourself in the foot.
Even if it’s a highly unpleasant
experience, regarding a fan or client
you’ve had trouble with, make the
effort. Not for them, for your own
sake.

14. Always respect your fan or client, even
if they are completely unreasonable.
The last thing you want to do is rage at
them, or start a public fight. Be the
bigger person, and be polite. Don’t
remove all negative posts. Use them as
an opportunity to show your other
fans that you care about their
concerns.

15. Do this right, and you’ll find that other
fans often come to your defense. What
started out as something very
negative, can turn out to be the best
post on your page! So keep your head,
stay calm – and respond in a
professional manner.

16. Social Media Marketing University
(SMMU) is the creation of John Paul
Souza, a serial entrepreneur who's
held senior managerial positions at
Banc America Capital Management
Group and JP Morgan Chase. Serving
marketing professionals,

17. entrepreneurs and corporations,
SMMU differentiates itself by offering
hands-on training from hands-on
experts who are actively applying their
skills on real-world projects.

18. SMMU was recently honored as one of
the top 5 finalists by the leading blog
site, Mashable, as one of the top
provider of social media services for
businesses. The firm has earned the
title of "most trusted social media
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19. For more information about social
media webinars and social media
online courses, please visit
http://www.socialmediamarketinguniversity.com