Facebook fan pages are all the rage for companies these days. If it's your job to manage such a page, you know the drill: Create a personality for your page, monitor the comments, be responsive, learn about your customers, mine the data.
But what to do if you get a fan who starts posting information or gripes that are totally unrelated to the spirit of the page? Sure, we all want to respond to our customers. Make things better. Turn them around. Show the other fans we're good guys.
That all works if you are dealing with a rational person whose complaint is about something your company did or how your product performs, and you can address the why's and how's -- or at least show him you will work on the problem.
But, what if you start seeing posts from someone who's just using your site to vent? Who's raging about something that you can do nothing about or isn't related to your product? Who is holding your fan site hostage and using it as a bully pulpit?
Here are some things to remember:
You don't have to respond at all. Comments drift down into the archives in a matter of hours. If the poster is a bore or clearly a raving lunatic, then he'll be ignored by your fans.
You can respond in a private message to the complainer, showing empathy and suggesting that he direct his complaint to the proper place so he can get some satisfaction. Kill him with kindness-- but not on your public platform.
If the person turns strident or abusive in his postings, simply block him from participating on the page. Private message him so he knows why his comments no longer appear on your page.
Ask yourself honestly if the person is complaining about something you can or should address. If the answer is no, you don't need to have your FB page held hostage to someone like that. Block and move on.
Friday, July 9, 2010
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