[FAQ]

I need some advice on managing our Facebook Page.

We recently received some negative comments on our posts, and honestly, I’m not sure what’s the best way to handle them. Should I delete them, or reply publicly? I’m worried about starting an argument, but I also don’t want the negativity to just sit there for everyone to see.

What is the most professional way to deal with unhappy customers or even just trolls in the comments section in 2025?

Any tips would be a big help. Thank you!

[Jeff Bullas]

That is a very important question. How you handle negative comments publicly says more about your brand than how you handle positive ones.

Quick Answer: The best strategy is to respond publicly with empathy, then immediately move the conversation to a private channel to resolve the specific issue. Never ignore or hastily delete legitimate criticism.

Here is a good framework to follow. First, you must respond promptly and publicly. A quick response shows that you are listening and that you take customer feedback seriously. This is visible to all of your other followers and potential customers.

Second, your public reply should acknowledge their concern and show empathy. You can start your reply with a simple, “Hi [Name], I’m sorry to hear you had a frustrating experience.” This immediately helps to de-escalate the situation.

Third, and this is the crucial step, you must take the conversation offline to resolve the details. Do not get into a long, back-and-forth argument in the comments. Your public reply should end with an invitation to a private channel, for example, “We want to look into this for you. Could you please send us a private message with your order number?”.

Fourth, you need to know when to hide or delete. While you should avoid deleting genuine customer criticism, it is perfectly acceptable and necessary to hide or delete comments that contain spam, use offensive or abusive language, or share private information. Hiding a comment is often a better first step than outright deleting it and angering the person further.

And fifth, you have to learn to differentiate between a legitimate critic and a troll. A customer has a real issue that you can potentially solve. It is often best to simply ignore or ban and delete the comments from trolls.

In summary, handling negative comments professionally is an opportunity to showcase excellent customer service. Acknowledge publicly, resolve privately, and only delete what is truly abusive or spam.

Cheers,

Jeff

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