How do I deal with people causing problems on my Facebook page? | Marketing Q&A

Here is the advice I gave. Keep in mind that the people were being very extreme and attacking not only the business, but also other followers of the page, so we needed to take measures to make sure everyone else was also protected. 

First recommendation, definitely do not get rid of the page!  Over 6,000 followers, especially with ones as engaged as they have, it’s a KEEPER!  It is a BIG asset.

1. Ban the people causing ruckus:

You might know most of this, but I’ll give you step-by-step just in case:

1. When you are logged into Facebook on a desktop computer, you see your name top right.  On the dropdown arrow next to your name, click and you will see it list “switch to”, and choose your business page.  This gives you complete admin control. 
2. Click on your page name which should be top left, to navigate into your page admin.
3. In the left menu, click on Settings.
4. Click on “Blocking”. If you don’t see it, type the word blocking into the search at the top.
5. Next to Blocked Users click the Edit button.
6. Click “Add followers to the block list”.
7. Scroll down and find the profile, or you can search by typing their name in the search box.
8. Click the “block” button next to their name.

This care of first part of the problem … they can’t be posting on your page now, and unable to verbally attack you or anyone else on the page, so you can turn back on posting and keep the usual engagement going.

However, don’t be surprised if they have someone close to them start doing the same, or create a second profile. Sometimes people are so focused on their anger that they will keep it up … keep watch for a while.

2. Remove any really negative posts:

I never recommend to remove ALL negative posts, especially when you can professionally respond and provide good customer service in your reply. Everyone knows that businesses are ran by humans who sometimes make a mistake, and also that sometimes there are people who will always complain. It’s how you respond that is memorable. And you WANT those discussions happening somewhere like your own Facebook page where you have control over the contents, rather than somewhere you don’t. 

But say buh-bye to the really bad ones by clicking the 3-dot icon at the top right of the post and choosing delete. 

3. Feature a past GOOD post:

You can do this one of two ways.

• Pin a post to the top of your page by clicking the three-dot icon at the top right of the post and selecting Pin post. This way, visitors see the positive content first.
• Rotate the pinned post occasionally for fresh engagement.

You probably have enough posts that you can do both of this weekly if desired and quickly shift focus to drawing attention to some things you want people to see most.

4. Extra idea: Run a contest:

Besides having your best customers, friends and family post nice things to your page, try a contest.

Create a post (ideally with comments off to keep it tidy) inviting people to share their favorite thing about your business on your wall. Offer a prize, with rules about dates, deadlines, or other details.

Then, announce the winner in a big post.

5. Try not to worry more than you need to

Negative comments happen to everyone—it’s just part of being in business. People are human, and sometimes mistakes are made. Often, how you handle a problem can be more impactful than the problem itself. When people are actively trying to damage your business, these steps can help keep things under control.

Vicky