If you read my post a while back where I argued that you shouldn’t delete negative Facebook comments, the title of this post might surprise you. After all, how can I tell you not to delete negative comments on your Facebook page but then suggest that it’s okay to ban certain fans?
Let me explain. When I said that you shouldn’t delete negative comments from your Facebook page, I was talking about comments that were actually legitimate. Look, you’re going to have customers who aren’t satisfied with your products, services, customer service, etc. And sometimes, they’re going to post on your Facebook page to rip into your company and let you know about it. I still say that in those legitimate situations you shouldn’t delete those comments. Instead, you should embrace those opportunities to solve problems for your customers.
But if that’s the case, then when is it okay to ban fans from your Facebook page?
- The fan is promoting another business — You can’t have people promoting other businesses, especially competitors on your Facebook page. That’s just not good for business. It’s your Facebook page and it shouldn’t be spammed with ads for other companies.
- The fan is using excessive profanity — Every business is different, but in most cases, you don’t want your Facebook page to be filled with F-bombs and lots of other swear words.
- The fan is lying — Some malicious fans will flat out lie about your brand. They’ll make up bad things about your products and services that have no basis in reality. Defending yourself against legitimate negative comments is one thing, but you don’t have to stand up for lies and baseless accusations.
- The fan is using hate speech — A customer being upset is understandable, but what’s unacceptable is when that angry customer starts spewing hateful language, using slurs or making threats against your company or your employees. Such fans should be banned.
- The fan is constantly harassing you — If an angry customer keeps posting negative stuff on your Facebook page time and time again without allowing you to resolve the situation, you’re well within your rights to delete their comments and ban them. There’s definitely a line between being a dissatisfied customer and being a harasser.
Have you ever banned anyone from your Facebook page? Tell us about it by commenting below.
This article is written by Mickie Kennedy, founder of eReleases (http://www.ereleases.com), the online leader in affordable press release distribution. Grab three ebooks, including My Facebook Formula, a free report on Facebook and why you should be using the largest social network for your business, here: http://www.ereleases.com/insider/freebooks.html