Should You Respond to Negative Comments on Your Facebook Ads?
You’ve just started a Facebook ad campaign that has taken you days to research and prepare and you’re really proud of it, you go live and you’re getting lots of “Likes” and “Shares”…
but all of a sudden…
Bam! a negative comment
WHO DO YOU THINK YOU ARE
STOP THE ADS LOSER
or at times you might get something even worse…
Only takes one person to disagree with your point of view. These types of comments are designed to suck you in to strat defending yourself.
Should You Hide Negative Comments On Facebook Ads?
As a brand, you want to control the voice of your Facebook posts to get your message across, but running ads these days go hand in hand with negative comments, spam, and unnecessary feedback that takes up the comment section.
Consider hiding comments, such as:
These comments are easy to identify as they are comments with links that can send a user to sites with viruses and malware. Not the best experience for your potential clients.
Examples of spam comments
- How often do we come across people on ad posts that are trying to promote “bitcoin”
- their own website or app
- their own affiliate link which is not even remotely aligned to what you are offering
Inappropriate content or language
- explicit language
- racist or
- sexist comments
Typically these are the comments from users that drag your name through the mud.
Should you choose to ignore such comments it can give your potential clients a biased and unrepresented view of your brand, ultimately preventing them from buying your products or services.
Preparation is the key
Responding to Facebook ad comments may require strategy and some preparation. If you don’t spend time thinking of a way to deal with it, it can consume your time.
Because you should approach each instance in a customised and personalised way.
Sure, you could delete, hide, or ignore all of the bad comments however with social media being a two-way conversation, people expect to be able to engage “socially”, to enter into a conversation in which they are heard.
Negative feedback can be an opportunity to learn and improve.
Here are examples where other methods could be better:
Responding in a compassionate way could win over your disgruntled prospect.
Answering valid complaints with useful information, and remaining professional can make you look good in front of other users.
When someone is clearly upset and needs customer care, don’t lose the customer. Rather, take a more personal tact, offline for some one-on-one grooming.
Other times, there is just no other solution. Especially, when it is becoming too distracting, or things start to affect how other users interact with your brand.
Come back with a great response
Sometimes, an upset prospect simply needs more information about a specific problem. By responding to some negative Facebook ad comments, you may be able to turn a bad situation into a good one.
Give an explanation, or a small discount to make up for the anger. Such thoughtfulness goes a long way, and the user will appreciate it.
Moreover, managing complaints with a professional response can always earn you points when other users see it. Your response, or lack of reply, displays your customer service skills.
Can I turn Off the Comments on my Facebook Business Page?
The simple answer is “no” you’re unable to, and you shouldn’t either, as most comments are good and show Facebook we’ve got a great ad running.
Create A List Of Banned Words
Start creating a list of words that are BANNED from your page – meaning anyone who uses them in a comment has the comment immediately disabled.
To do this go to your Facebook page and click Settings in the top right-hand corner.
Look for Page Moderation and add a list of as many rude words as you can think of!
Plus each time anyone leaves a comment with something rude you hadn’t considered, add one of the rude words here to prevent future comments from being allowed.
Delete or hide comments when they’re too negative
If you see a specific comment on your Facebook ad that is unrelated and could hurt your brand, or drive other prospects away from your page, you could remove the comment.
What’s the difference between deleting and hiding?
When you delete a comment, you remove that content permanently.
When you hide a comment you can always undo it if needed.
Both options will hide your content from the rest of the users.
How to hide or delete a comment
Scroll to the comment on your business page, or click on “Notifications” on top of your business page and select “Comments” on the left.
Once you’ve found the comment that you want to delete or hide, click on the little arrow icon, on the right side of the comment. Click on “hide”.
From there, you can decide if you only want to hide the comment or delete it completely. At this stage, you will also be able to ban the user from your page or report them if warranted.
It’s a sad fact that you have to deal with these sorts of situations. Remember, not everyone will resonate with your marketing messages and that’s okay.
Chances are they were never going to become a client of yours anyway. As long as your campaigns are generating good results for your business, take the steps outlined in this post and keep going.
P.S. Whenever you’re ready… here are 4 ways I can help you and your coaching business right now:
- Join our FREE Facebook™ group, the Scalable Business Dojo, and connect with coaches who are growing too – it’s our Facebook™ community where the sharpest business coaches on the planet learn to get more money, deliver more impact, and get more freedom, CLICK HERE and join now!
- Join the, Get Clients Challenge™, and become a successful case study – the outcome of the Get Clients Challenge™ is simple: To get you, clients. I’m aiming to get you at least an extra $10-$15k per month, so we’ll give you everything we need to make that happen, and nothing you don;t. Here’s the best part, there are no ads to run, no funnels to launch, and no tech to struggle with. We’re going to solve the 3 biggest problems that stop coaches from launching and growing their businesses. Delivery Angst, Lack of Leads, and Sales Anxiety. CLICK HERE to learn more now!
- Chat with me in messenger – we’ll talk about where you’re at and where you want to be. And together we can look at what your next steps are to move the needle in your business. CLICK HERE to chat with me in messenger
- Schedule a FREE 15-minute Game Plan Call with me we’ll map out a personalized plan of your next steps to grow your coaching business. Please leave your credit card at home too – there’s no pitch on this call. Just great conversation with an expert to help you figure out what’s next for you in your business. CLICK HERE to book a call now!