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

YOU SCAMMER

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.

Pro tip

Consider hiding comments, such as:

Spam

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

This includes

• explicit language
• homophobic
• 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.

Why?

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.