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A while back I wrote an article about how customer online reviews and comments can actually enhance and grow your business….and that you don’t need to be afraid about what people post on your various business social media pages. In that article I described a process with which you can work through any kind of review or comment, and you will end up looking like a hero! This turned into a VERY POPULAR article!

This week a colleague (I’ll call her Tonya…) told me about another friend’s case where a comment was made on a Facebook page that was negative concerning this friend’s business. The friend (I’ll call him Rob…) didn’t find out about it until several days after the comment was posted (he found out via a different friend, who mentioned it to him….). It wasn’t on Rob’s business page, but just someplace else on Facebook that this other person happened to stumble upon, and so mentioned it to Rob in passing.

Rob nearly flipped! He went onto this other page, read the comment, and started to agonize about whether to do anything about it….I mean, this was a surprise! Upon further inspection, Rob noted that others on the page had begun to respond to the comment in positive ways, and, in fact, the incident had pretty much resolved itself in a good way. Rob still didn’t know whether he should hop on the thread and say something, just to show that he cared, but was also afraid that it much churn up the discontent afresh. Tonya thought I might be able to help Rob “climb down off the ledge”, so to speak, and then I could help him understand what he should do.