As of September of this year, Facebook has over 1 billion daily active users on average. Not to mention the 894 million mobile users scrolling through the site on a daily basis. These numbers are huge. And the audience? They are there. They are present. And they are paying attention.
If your business is active in the Facebook community, or any other social community for that matter, then you know it comes with positives and negatives. There is endless opportunity for content sharing, advertising and promotion. But with the publicity comes opportunity for negative comments.
Here at BoomTown, we’ve seen the best and the worst of responses when it comes to negative feedback, on Facebook in particular. However, when you get the hang of responding in a positive way, it is amazing how quickly a negative comment can turn into a lead opportunity for now or down the road. Below are a few examples of how to best handle negative feedback on social media:
The “Why Do I Have to Sign-In?” Comments
Comment: “As soon as you look at a few pictures, a pop-up blocks you from looking at more, unless you give your personal information. A terrible way to advertise!”
Response #1: “Try logging in, the worst thing that happens is we call to see how you’re doing!”
Response #2: “[Name], I can set you up with a personal account so you can have a look without anyone bothering you. Let me know if that interests you and I will send you a PM.”
Tactic: The second response allows you to reach out through a private message and gather the client’s email address. It also allows you to provide more personal attention and explain the added value they receive for giving their email: access to photos, e-alerts, etc.
The “Bad Agent Rating” Comment
Comment: “I have had a terrible experience with this company and my agent. I unfortunately do not have anything good to say.”
Response: “[Name], I’m sorry to hear this. We try to give our clients the best experience every time, but I’m sorry this has not happened here. I would love to chat with you and see how we can do better in the future.”
The “This Area is Terrible/Too Pricey” Comment
Comment #1: “I’ll never be able to afford a house in this neighborhood!”
Response #1: “Well, [Name], we’re here to help when that day comes!”
Comment #2: “This neighborhood was terrible the last time I drove by!”
Response #2: “We’ve been watching the neighborhood grow and now the home values are rising at a steady pace. There is also a new park to check out down the street!”
For more information about social media best practices in real estate, check out the BoomTown Library. Filled with videos, assets, and real life examples, the BoomTown Library is a handy guide on how to thrive in today’s industry. Check out the full list of BoomTown’s social media video’s here.