1. Dealing With The Negative

2. ◦ How to deal with negative feedback on your page ◦ How to deal with negative feedback on your ads ◦ How & when to block negative people ◦ How to automate removal of negative comments

3.  There is no “dislike” button  Facebook Used to Be Ad Free!  They use it to connect with friends

4.  I don’t want to see this = they will see less updates  Hide all from xyz = never see again (unsubscribe equivalent)  Your posts will appear in less newsfeeds if it has a lot of these!

5.  Depending on your content…. ◦ 1 out of 50 post views gets a negative response ◦ Facebook fans are most likely to block ALL your page stories 60 times more likely than unfanning your page!  Your fans will remain loyal ONLY if your content is relevant!

7.  If people complain on your page, acknowledge it  Don’t remove it  Say you will contact them by PM  Don’t act defensive  Don’t blame them  Consider posting a comment such as “Our Customer Service team will be in touch shortly”

8.  Remember – they didn’t ask to see these nor did they like your page  Consider removing rude or nasty comments  Read the Hubspot Case Study here http://www.jonloomer.com/2012/11/25/fac ebook-promoted-posts-abuse/ http://www.jonloomer.com/2012/11/25/fac ebook-promoted-posts-abuse/

9.  Edit Page – Edit Settings  Page Moderation – add as many swear words and bad words as you can think of!

10.  Click Hide next to the comment  Then Ban them if needed (same in Facebook Groups)

11.  Create a list of banned words for your page to make sure no one can use them!