This is an entirely different realm because this is a public business page. If you are accepting comments (which I think you should) then you can expect this type of thing happening.
Now if you are listening to the major social media marketing companies and experts, they are going to tell you that you need to do a couple of things right away.
- Response immediately.
- Acknowledge the issue.
- Apologize sincerely.
- Try to take it offline.
I completely recommend this line of thinking for an actual customer who’s upset with your product or service.
But that’s not always the case when it comes to farm/food company pages. You may be getting negative comments from people who have never used your product or service and never will. They think they can come and tear your business a new one based on their philosophy of life. And I don’t think these type of negative comments should be handled in this fashion. Continue reading