I’ve seen it, we’ve all seen it. Someone complains on a Facebook Page and the business goes on an internal tail spin. They carefully craft a response and hope that resolves the issue.

It’s fascinating to see how quickly that response is handled by the business. Facebook now monitors the response time and it is posted on the Facebook Page to keep businesses in check.

But what I want to talk about is the thought process of how that response was crafted by the business. I’ve seen where businesses take the defiant and high brow approach that makes me cringe. oh no, not her again!

In my opinion it should come from the approach of “feedback is an opportunity”, a chance to show how you care and value your followers and that you should take it personally.

Here’s what “taking it too personally” means to me:

  • You care
  • You value your audience
  • You’re passionate about your business
  • You don’t want a bad Yelp review or CBC News calling

Taking things to heart isn’t a bad thing at all – I’m not talking about having a crying session here. In fact, it demonstrates that you truly want to ensure your customers are pleased with your product or service because that will in turn bring you more customers. Simple logic.

Sooooo, the next time someone posts constructive feedback on your Facebook Page, don’t take the defensive approach but thank them for being as passionate about your business as you are.


Sociable Media is a social media marketing consultancy that works with businesses in making their online presence more effective. From start-up, coaching and training, strategy development to social media account management – we provide support and take away the overwhelm.


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