In our experience we know that companies don’t get it right 100% of the time and complaints / moans are opportunities to turn a bad experience into a good one by responding appropriately and asking for a way to put the situation right. We find that companies over-react sometimes and should simply reply to social media commenting if that is the place a comment is aired. In general negative comments are normally swamped by positive ones. Here is a sample conversation where the company owner is unduly worried and should put their efforts into addressing the small complaint.
[Facebook User] Thank you for taking the time to talk to me this morning and I apologise for the early call due to the fact that I thought I was calling a business number. The conversation I mentioned is currently at the top of the Facebook page. We keep records of all calls to the school via the main office and cannot verify the claim. Advice for complaints should direct him to the complaints policy as any contact to others would direct him back to the policy and procedure.
I realise the good intention of this website but am concerned that sometimes people may use it for the wrong purpose and statements are said as facts which may not be accurate. You make it clear in your information section of the purpose of your page. Therefore, I felt it appropriate to notify you of this conversation.
[Facebook Admin] After reviewing this thread I see it as simply a parent that has a complaint about the business not replying to him after numerous contact attempts. In airing it he has been given good advice and there has been positive comments about your business
On this occasion I believe there is no malicious intent and see this as positive for your company and believe that there could easily be an ‘official’ reply via the facebook page to give the ways a parent can communicate with the company. I would also think the correct procedure would be to contact the parent directly and address his concerns. Obviously some local companies interaction with social media is not an ‘recognised’ channel of communication but would welcome your involvement as the company head on the group.
As I said on the phone all the negative comments I have seen about establishments seem to get turned around to be generally positive by the weight of support of others that have had good experiences with that establishment.
If there are individuals that you think are ‘troublemakers’ and spreading gossip / lies then I will be happy to review their comments and ‘warn’ them and possibly ban them. If anything posted is offensive or blatantly incorrect / false then happy to remove these posts instantly.
[Facebook User] Thank you for your reply. I am disappointed that you think it is appropriate for your page to be used to criticise local businesses in Stanford-le-Hope and Corringham. Are you willing to meet with some of the local companies in the near future so we can raise our concerns?
[Facebook Admin] Lets put this in perspective – he is saying you didn’t reply to his calls and you have the perfect opportunity to reply and put your business in a better light, one lesson I have found in life is that in general people that complain are the people that ‘care’.
I am certainly not saying its appropriate for the facebook page to be ‘used’ to criticise local businesses and think that’s a bit ‘strong’ of you to suggest that’s what my lengthy email was pointing out. If you are telling me he hasn’t contacted your company and is trying to paint your company in an unfair light I’m happy to talk to him directly to get his side of the story.
Certainly happy to meet to discuss this issue and the ongoing concerns you have with this page and social media conversations with yourself and other companies if you think it will benefit the community and the Facebook group.