Are you being selective and choosy about what you post and share on Facebook? Does what you post match the overall values of your brand?
When marketing on Facebook, it’s important to remember that you are your brand. What this means is that everything you say or post on Facebook reflects on your brand, either positively or negatively.
You’ve probably noticed that on Facebook, your personal interactions with your friends fall into a mixture of categories. Some of the interactions are exceedingly honest, some post updates you can’t wait to read, and unfortunately, some will drain your energy because they always seem to be complaining about something.
It’s pretty safe to say that people who visit your page on Facebook want to have a positive experience. (On a side note though, I happen to think that being positive in life tends to allow a person to attract better things in life.) However, even if you don’t share that belief, I can say with confidence that being positive on your Facebook page will impact your number of likes, your level of engagement, and the number of people who become paying customers significantly.
By and large, people want to enjoy their interaction on your page and to come away somehow improved by the experience. They may want to feel uplifted, informed, inspired, or experience any number of other positive benefits. So when you post content, make sure to keep that in mind. Evaluate your content to make sure it won’t unintentionally offend, and that the result of what you have posted is that your fans will come away better somehow for having interacted with your page and your content.
Responding to Negative Posts On Your Page
Your Facebook page is yours. This means that you have the right to both monitor content posted as well as to remove content that does not reflect the mission and values of your brand. When people post negative or off-topic content, it’s as if they have walked into a physical store and started posting advertising for a competitor’s brand.
That said, there are occasions that you might choose to leave negative content posted. A classic example is if someone posts a critique of your product or services. Some brands choose to remove such content. However, in some cases, this could suggest that the brand is less than fully transparent about its customer service practices. What I recommend you stay away from is getting involved in a flame war on your own page. It doesn’t matter how right you are, you will come out of it looking wrong.
Additionally, avoid responding to negativity with negativity. Find a professional way to respond – especially if it’s a post from someone complaining about a customer service issue. If you respond with courtesy and a desire to make the outcome right, more often than not, people will remember that vs. whatever the specific mistake might have been.
Have you ever had to deal with any difficult situations online? How have you dealt with them? I would love to hear your thoughts and experiences!