It is important to stay cool and respond with logic rather than letting your emotions subdue your logical side. In some situations, I’ve found it may be advisable to snip off postings from those who are merely intent upon beating up an individual or an organization. If you use an email signature, keep it in your reply to a rude email. A judgmental stranger does not define you or your child; their careless comments are inconsequential. Nothing good can come from a constant circle of arguments. If you have positive written reviews on Facebook, those are also thrown out with the bathwater, so to speak, perhaps reducing some of the keyword relevancy involved with the review text. If people are posting comments to your ads, don’t ignore it and just keep paying — you may want to review and hide negative comments rapidly to keep the ads’ performance positive or start up a whole new ad to replace the one with detracting comments. The option highlighted in red allows page admins to hide hostile or unsavory comments from everyone viewing the page. 2 But there are instances when someone posts comments that are so beyond reasonableness or reality that it’s actually better to respond snarkily or aggressively. Click on the “remove this Place” link in that sentence and then click to turn off check-ins — this will disable the reviews/ratings from showing on your Facebook page. Stick to the facts. You can give a very brief answer without going into a lot of detail. But many people tend to rely on emotion rather than fact to make their point. YouTube has options for adding comment moderators , turning comments on and off, and live chat/comment filters. Remember that your chances to win the aggressive commenter’s approval or patronage are negligible, so your priority should be to save face with bystanders. I created a special keyword list you can just paste into the “Page Moderation” keyword filter list. They probably won the customer over with this simple but highly effective move. If you respond in a way that defends your belief but also compliments the commenter or their beliefs, you’ll find their next response to be much more kind. It can end up rubbing some customers the wrong way which can lead to negative comments on social media. Acknowledge that there are always several sides to any debate and that you appreciate them bringing a different perspective. Neutral reviews (three star rating) will include a mixture of positive and negative sentiment. Responding & Managing Facebook Comments. Note: Suggesting this tactic is mostly tongue-and-cheek on my part, because there would be considerable risks to any company that attempted to do this sort of thing — for instance, having the deal become revealed could result in negative press, recriminations and more. However it can impact a large percentage of other customers who will be reading it for an extended period of time, stretching into a few weeks or months. You might prove your case but it makes bad business sense. How to Use Google Search Console: A Marketer’s Perspective, How to Make Relevance the Watchword of Your Marketing Team, How to Learn SEO (to Create an In-House Team): Courses, Certifications and Tools, Online Relevance: 15 Tips to Stay Relevant Amidst the Noise, © 2020 – Relevance. If someone is upset with you or needs some customer care to get their issue handled, the best move is to respond to them by asking them to message you privately — provide instructions to message you directly on Facebook, or offer a phone number or email address. We all know a toxic person; it could be your aunt or some idiot in your class who always likes to point out the negative. The Best Ways to Respond to Negative Comments, Our site uses cookies. Using this method as a means to totally suspend all comments from ever being posted is a bad idea, because people who write the comments will eventually notice. This is an area where you may want to be willing to lose some small battles in order to win the overall war. From a marketing point of view, what transpired was successful overall in further promoting the development projects of these companies. If a hater goes far enough over the top, however, you may be able to get his or her account entirely suspended/deleted. Choose whether to respond. Here are a handful of tactics for managing Facebook haters, if or when they may show up. Having people expressing displeasure or disagreeing with what you’re communicating can be stressful and can feel a little overwhelming. But even I have had to defriend individuals who were not discerning in the content they posted to my page or tagged me with. If you allow comments on your website or blog, post it there as well. Just delete, take a deep breath, and respond rationally. Did you consider that long-winded responses can actually give the complaint a shade of legitimacy? Twitter has options to … Customer reviews tend to be a hot-button topic for online business reputation, so it’s no surprise that this can cause issues on Facebook, just as it does on Yelp, in online directories and other review websites. This is actually brilliant! I'm not that good at chatting with people on Facebook. The “Delete” option link will appear under the comment area. Those people are just taking their fear, and smearing it all over other people. Go to your Page, then go to the comment. Not everyone who is rude to you deserves a response. All businesses make mistakes on some issue or the other. When Washington-based Liberty Bottleworks was confronted by a customer on Facebook last week, co-founder Ryan Clark responded in a way that not only settled the dispute with the disgruntled customer but also resulted in hundreds of new fans for the small business. This reduces some of the conflict, helping to diffuse the situation, and the hater may lose interest at the lack of attention and wander off. Janice decided to let him know she thought he was being rude, but she didn’t want to stoop to his level and create more issues within the family. How to Reply to RUDE and OFFENSIVE Comments! Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. Imagine receiving an email in all caps containing offensive and harsh language to go with it, it’s an immature way for a business to communicate. But the urge to defend every point must be resisted. The corporate world frequently forgets that it’s actually okay to be human and to communicate in a humane way with people — and doing so will win over people more than cold, sterile communications. Here’s an example: Meelgard later did the same sort of shenanigans when Frito-Lay announced the release of LGBT-celebratory rainbow-colored Doritos. If you’ve got a mob of haters actively attacking you on Facebook, and it’s too much to handle, then you can use this to render the page completely invisible. If their speech has strayed over into being abusive or bullying, you may be able to get Facebook to take action against them, and this can be useful if it makes it harder for them to attack you online. I would call this almost the “nuclear option,” because it’s like you’ve deleted your page. This is not the right way to handle negative comments. Note: There are differences between personal pages/accounts on Facebook and business/organization/brand pages on Facebook. Share it with us on Facebook, Twitter or our LinkedIn Group. The company representative deftly neutralized a potentially unpleasant situation by first apologizing for the bad experience and then reiterating the company’s commitment to meeting the customers’ needs. Feedback can be both…, How to Maximize the Impact of Your Twitter Marketing, Twitter may not rival Facebook when it comes to popularity. This may be the best hidden feature for managing negative postings and stuff. If someone takes the time to comment on your post or page, respond to them using best customer service practices. But a greater number of people were likely amused, entertained and further won over by the responses. Whether your business has felt the brunt of a major online reputation issue or not, it’s not unusual for all organizations to face some negativity on social media. If you’re a regular blogger, you’re bound to have a few trolls who strongly disagree with and/or mock everything you say and do. This much-needed and much-requested feature for pages has not been provided by Facebook. I think that some businesses have deleted or taken their Facebook pages offline because of issues around this, while yet others have declared Facebook bankruptcy by opting to ignore their Facebook pages entirely. Frequently, this box is already expanded, in which case you can simply go on to Step 2. Once you’ve clicked to “Hide” a negative comment, you can still opt to utterly delete it. The same stands for follow up questions on the issue as it can end up with the aggrieved customer stating more negative things. When they do, it could result in a backlash — those who might normally complain to the company’s Facebook page may instead find somewhere else to post their disfavor. How Rude! These clever comebacks will let them know that you know that you are not interested in hearing their nasty comments. Save my name, email, and website in this browser for the next time I comment. Facebook will display the list of people who Like your page, along with a settings icon to the right of each person listed. Bonus Tip: Be careful about advertising on Facebook. What’s the Difference Between Sponsored and Native Content? Not everyone can be trusted to play nice, so you may have to ban someone. The Question box has several parts and they offer a few different options for what you can do next: Question: The blue header of the question box shows the original Question asked. When you respond to the comment, try to encourage the user to transition the conversation to a more private place, like in the direct messages of the social network the negative comment came from. Negative comments can get added to your Facebook ads, just as with page postings, and these can impair your ad’s performance. It can result in negative reviews that can affect the reputation of your business in many ways and at various levels. Responding generously to valid complaints will make you look good to consumers, and being gentle and professional in dealing with crazy or unreasonable comments can also be a win. She responded by saying: “You know, in order to walk up to a stranger and say that is stunningly rude. You might even win an apology out of it. You may think you’re emphasizing a strong point, but to the outside world, you appear unstable and dramatic. Their argument then backs up the exact points you made. Understanding online communication etiquette is important. Currently, I don’t believe there are any Facebook administrative tools that help control or manage the visitor comments other than going in and hiding ones that you feel shouldn’t be visible there. I think this is wonderful, since they’ll continue to think they’ve gotten away with their snarky comment, while it’s evaporated for everyone else. Cover your response in three to four sentences at most. I’ll mainly be speaking about managing business pages in these tactics, but on personal pages, “Delete” is the option for comments. So seriously consider addressing the reviews issues via all of the other techniques before going for the option of last resort. It will keep your thoughts and actions positive, and show others that their rude words simply cannot take your power from you.. 2. #5: Respond back to the original post. This is the most common tool you may need to use. Relevance.com - Content Promotion News and Insights - Insights to Own Your Industry. Social media managers must plan ahead for this to some degree — even in instances where one can get away with returning fire, reflect carefully on whether your words will still seem to be part of the corporate image for which your company wants to be known. In some cases, it may be advisable to disallow everyone from publicly posting onto your page, and that’s also an option — for instance, the Monsanto Company has done this with their Facebook page. Sometimes when people comment on my status they say stuff, but I don't know what to say back so I don't respond. September 8, 2019 November 8, 2020 Graziana Filomeno advanced-eng In this article we are going to see a series of expressions to use with people who reveal themselves to be rude, vulgar or irritating, towards whom we can’t reply properly. Keep these tips in mind and you’ll be able to salvage the image you’ve worked so hard to build and win more loyalty with your customers. Best Response: Turn the comment on its head. It will help you respond in a measured and mature tone. Ever wonder why people bother arguing on forums, blogs, or social media? Facebook has comment moderation tools for your Page. Remember, your response might be for individuals who made a negative review in the first place. Have something to say about this article? If you think these incidents (all caps emails) do not happen, you’ll be surprised to know that many executives do it. It seems that Facebook staff are perhaps a bit unrealistically idealistic about how the business world operates, so they apparently think that all comments should de facto publish onto companies’ pages willy-nilly, despite the fact that this creates chaos and unmanageable situations for many businesses. The comment box expands. A number of customers were likely insulted by the responses, and it’s generally bad for consumers to become confused about who is or who isn’t an official representative of a company. They're also Facebook's alternative to … Unbelievable, right? More often than not, there is a knee-jerk reaction, especially if the comment has shades of rude language. The next time he made a snide comment towards her she politely put him in his place and repeated the process for the next three rude comments. 40% of consumers will only use a local business if it has more than 4 stars. Show respect for other people’s opinions. Of course you must respond to negative reviews, but don’t make it long-winded and wordy. In my experience, people who are rude or mean, are hurting souls. Alternatively, you may go under the “Settings” for your page, and in the left sidebar, select “People and Other Pages.” Facebook will display the list of people who Like your page, along with a settings icon to the right of each person listed. Click that to completely ban the user from your page. It’s my philosophy that in many instances, a “light touch” is to be preferred — all social media are perceived similarly to a public forum, and in most cases, your audience will not react positively to your shutting people down. This way your recipient will see that you are a tolerant and serious person who will not accept rude behavior. Click on that “X,” and you’ll see the option to delete the comment. (People often use the term “lightning rod” in this context as something that’s undesirable — but keep in mind that lightning rods actually keep buildings from being burned down.). They believe that all caps content is just a way of emphasizing their message, but in corporate digital communication it’s a big no-no. The importance of saving face becomes even more crucial when looking at the results of a massive survey of online reviews as they relate to local businesses. Fortunately Facebook has equipped page admins with tools to moderate comment threads so they can keep their business presence clean and respectable. Do not shy away from the networks as the majority of comments are positive and supportive in nature. According to the expert: “Turn a stupid question into a new conversation and [then] change the subject. Asked By: This section shows who asked the Question.Additionally, in the gray header, you can see how many followers the Question has. “You’re a terrible parent.”). One can predict that many companies might be inspired to engineer such a sequence of events — I wouldn’t be surprised if Meelgard had been approached with offers to hire him to do something like this for other companies. Engage with your audience and you will build champions and advocates. While his tactic may not work for all businesses, here are some tips to keep in mind when dealing with negative comments: Using ALL CAPS if you are communicating digitally for business purposes can create a negative view for your organization. First, there are a number of other means of dealing with negative reviews that you could and should use before reaching this point. As a general rule, you, the Facebook page admin, should not remove negative posts. | Content Promotion News & Insights, Whether you like it or not, customer feedback is an essential part of improving your business. This may mean acknowledging facts that favor the opposition, and that’s okay. Social media users know this, and if they see nothing but positive comments, they’ll assume your company is deleting the bad comments. The bottom line is that it can do harm to your carefully developed online reputation. But, as I described above, the “Hide” option is pretty brilliant, so I see a lot more benefit from it than from complete deletion. This is definitely an odd solution that’s apparently occurred in some cases spontaneously. The comment policy serves as a backup in the event a user leaves an offensive comment that warrants removal. Allowing customers to voice some irritation or disapproval for something via your Facebook page may help you avoid their setting up a blog or a RipOff Report that’s going to follow your name forever online. But the urge to defend every point must be resisted. Some people find it hard to resist calling this commenter an idiot when in fact their comment is a good thing. Step number one of how to respond to rude comments is actually to step back. That last bullet is significant, because not only does it mean that 9 out of 10 people will read a negative review, but that your response has the power to repair the damage the negative review has done. Once you “Hide” a negative comment from someone, the “Ban” user option link also appears under the hidden comment. Namaste.’” Then, she walked away. Learn more by viewing our, posted snarky comment responses to people, more of his writing on reputation management on Search Engine Land, The Marketing Accountability Void: An Overdue Reality Check for Data-Driven Marketers, Meet BIMI: The brand-boosting email security marketers must have for 2021, 5 Privacy Regulations Marketers Need to Know for 2021, How to Deliver Awesome, Engaging Webinars in a Work From Home World, Local Marketing Solutions for Multi-Location Businesses, Enterprise Digital Asset Management Platforms. So let’s say that Acme Company is facing an embarrassing lawsuit, and a few pesky haters keep trying to mention it in comments — the Acme Company managers can go in and add a handful of keywords that are common to the haters’ comments, like: “lawsuit, court case, sued, suing, law suit, legal proceedings, class action.”. Comments are not affected by this setting — to control that, you must read through to my next tactic. The list contains words like “the,” “of,” “to,” “and,” “a,” “in,” “is,” “it,” “you,” “that” and many more — in fact, I’d bet that hardly any comment would not contain one of these words. However, it’s not a platform to overlook when it comes…. In other words, you never want to leave a comment if you’re not in a cool state of mind. Resist the impulse to defend yourself in the moment, which ends up being a more powerful way of protecting yourself. Take a screenshot of the comment. Here are some great comebacks for the individual who is always giving you unsolicited advice, and making negative remarks. Your email address will not be published. Never rely on your opinion to get your point across. Surprise! If your page receives a lot more visitor comments, and frequently, you may not want more notifications, but you’ll need to log in to the page on a daily basis to respond to items. But if not, and if enough page managers start adding my bulky words list to their settings, perhaps it’ll finally get their attention when the whole system slows down due to extra banned-keyword processing. Note: In the confusing world of Facebook lingo, visitor comments are *not* considered “posts,” even though people post them. I appreciate your perspective. And when it’s on Facebook, the impact feels more intense, since it can show up very visibly alongside your brand’s presence. With this option, you remain friends but you no longer see their posts in your newsfeed. Facebook's new reaction buttons consist of six emoji that users can click to express themselves non-verbally. Click the settings icon for your hater, and then select “Ban From Page.”. If you’ve got an ongoing issue with sporadic-to-intense frequency of negative postings submitted to your page, it may be advisable to set your page so that visitors’ posts must be reviewed and approved by you prior to being published. While the feedback might not be wholly positive, take the time to respond. Fortunately, when it comes to dealing with rude people, talking back is an option. Sometimes the best way you can respond to rude people is to ignore them altogether—especially if it’s clear they’re just being downright mean (e.g. But sometimes, irate or malicious individuals will not be diverted. If you do feel you can’t handle a large volume of interactions, just turn off the page temporarily until whatever furor has died down, then bring it back when things have quieted down and returned to normal. In this slide, a comment thread from the perspective of the page admin is being accessed. By continuing to use our site you are agreeing to our, 6 Reasons Your Brand Needs Negative Customer Reviews, 4 Marketing Minded Strategies for Handling Negative Feedback. You might be itching to counter the negative review, more so if it’s unfair and unjust, with some solid counter-arguments. 86% of consumers read reviews for local businesses. It can be very beneficial for your business if done the right way. But, with all the other options above, I’d argue you don’t really have to do this. Let’s not repeat the public meltdown of Amy’s Bakery, shall we? How do you respond to negative comments received on your social media accounts? However the clever thing about the hide function is it’s still visible to the commenter, therefore sparing you from the backlash of outright deleting a comment which may cause the commenter to get angry and post even more unsavory comments. Not everyone is going to have a glowing review of your product or company. Without it, they might find some other outlet that’s outside of your control for beating up on you. Negative comments are every marketer’s worst nightmare. Join Over 40,000 of Your Industry Peers Who Receive Content Marketing News and Updates. X: Click the little white X next to the Question title to close this window. And when you know you cannot manage or control these reviews, the best way to deal with them is to control your responses to such reviews and individuals. As part of my personal online strategy, I’m mostly an “open linker,” willing to connect with any and all people who’d like to connect with my social profiles. Even so, I counsel caution: For a number of my clients facing serious online reputation issues, I’ve repeatedly found that providing social media platforms can serve as something of a lightning rod, providing a place for people to communicate with you and about you. We share your personal information only when you give us explicit permission to do so, and confirm we have your permission each time. Staff authors are listed here. If you’re truly passionate about a cause or viewpoint, there’s nothing wrong with expressing it. Here’s How to Tell. Include the customer ‘ s name in the response. Hopefully, Facebook will eventually come around to providing this much-needed functionality. Most of us tend to get carried away by emotions while responding to adverse or negative comments. This list is based upon the top 1,525 English words, allowing the vast majority of all comments to get automatically hidden until you review and approve them. So this tactic isn’t to be taken lightly. To reply to a comment publicly: From your News Feed, click Pages in the left menu. If you are the admin of a popular Facebook presence you’ll understand more than most just how frustrating it can be to moderate comment threads. Has a persistent troll been posting bad stuff on your page and raining on your parade? Note: This should be considered an option of last resort, because there are some negative consequences. © 2020 Third Door Media, Inc. All rights reserved. A classic example of the above was exhibited by GlassesUSA.com when one of its customers complained about the extended delay in resolving a complaint about colored contacts. We can prepare ourselves for these situations by understanding how to respond to rude comments. Learn the best way to handle and respond to the negative comments online. Target didn’t hire Meelgard to do this — he did it spontaneously — but the hilarity that ensued went viral, and it likely gave voice to opinions that the company’s executives held, albeit with a bluntness that corporate professionals would not express. The rule of thumb is to keep it crisp. Facebook has exceedingly good management tools for handling things, and there are some tricks you can use that I’ve discovered over time, so here are a handful of options you may not be aware of. the reason why i didn't take because she is really mean to me and makes rude comments about and puts me down all they time k her what she said Thanks. What Is Sponsored Content and Why Does It Work? Unfortunately, the solution for this involves deleting your map/local information from your page. She then made that statement good by sending a store credit update. 89% of consumers read business’ responses to reviews. Second, this may impair your local search engine optimization signals a little — it might reduce some of your ranking ability for people searching locally for your business when the address citation and map elements evaporate from your Facebook page. Once the keywords are added, then any comment that includes one of the banned keywords will get automatically hidden, so no one viewing the page will be aware it was added at all (except for the person who posted it and their friends — to them, it’ll still be there). Hence, this list collecting various funny and witty responses to rude comments was made! So try to add in alternative spellings of banned words, and if someone’s gotten creative with their spelling to bypass the filtration, just ban them. But I’m also writing here with the experience of managing a lot of clients who have highly active online reputation issues, ranging from unfortunate mistakes or embarrassing disclosures to people fighting against defamatory attacks. If you’re a small business with relatively few people writing comments on your posts on an infrequent basis, you may need to adjust your page’s notifications settings to ensure you’re alerted so that you can review and approve all new comments in a timely manner. Oh, and just a few warnings about the keyword filter. Learn more about how you report something that goes against Facebook's Community Standards. Becoming a master of online debate is an art, and crafting a reply that can turn the negativity into something beneficial for your platform takes true poise. But having some tools and methods at your disposal for addressing such situations can help to alleviate them and get things back to a normal, productive and constructive environment. When you’re faced with too much negativity, and when it’s becoming too distracting from the work and promotions of your business, it may be time to forcibly snip it off from public view. One option is to "hide" or snooze your friend. Your privacy means the world to us. Just because you responded to a negative comment, it doesn’t mean that you need to go back and forth publicly on your social media page. Once you’ve done that, refresh the page and click to edit the address again — you’ll see warning text in a yellow box beginning “Your mailing address is currently incomplete…” The last sentence is “You can also remove this Place to turn off check-ins for your Page.”. Click Reply below the comment. Everyone has the right to express themselves. This vital factor must be considered while responding to negative reviews. Depending on the style of the company involved and the type of issue, there is a scale between loosely managed and tightly controlled. I’ve come up with something of a hack that can provide this functionality for the majority of cases. Rationality, then, cannot be understated. Sometimes an angry blog comment will come from someone who only read the opening paragraph and failed to read any further. The satirical interactions helped to drive news about the projects much farther than if only the typical antiseptic corporate responses had been posted. Fortunately, Facebook offers some options for dealing with the deluge of political bullying that takes place online. It’s just like the saying Kill them with kindness.Â. This is easy to do when the comments are positive. Let the customer know how you will fix the issue. Facebook allows you to add keywords that should not be allowed in postings. At least you’ll show that you’ve considered both sides of the debate, which will make you more credible to bystanders. To do this, view the comment that someone added on one of your Facebook posts, then mouse over their comment, and an “X” will appear in the upper right of their comment. Express themselves non-verbally bad comments appears under the hidden comment takes roughly 40 positive guest or customer experiences make. May show up very visibly alongside your brand’s presence highlighted in red allows page admins with tools to comment! You don’t really have to do this hidden comment comment area the conversation option of last.. Account entirely suspended/deleted to defriend individuals who made a negative comment from someone only... Own fear of others or fears of the company involved and the type of issue, there a! X: click comment a persistent troll been posting bad stuff on your post or,... Equipped page admins to hide hostile or unsavory comments from everyone viewing the page admin, should not be in... Or your child ; their careless comments are positive and outside of your.. Going into a new conversation and [ then ] change the subject it’s big! Can give a very brief answer without going into details of the,. Upset how to respond to a rude comment on facebook or commenter and turn the comment in many ways to respond to rude comments is actually step. 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On Facebook best of you tool you may need to delete the Street address part at minimum grammatically... Their Feed in my experience, people who like your page, then go to right... Tagged me with 's new reaction buttons consist of six emoji that users can click to express themselves non-verbally,! Will come in handy if you find yourself needing to repeat statements you’ve already made, it’s time to on. One nasty comment to ruin the whole day repeat statements you’ve already made, not. Using best customer service practices handling a situation with the maturity to walk to... Of tactics for managing Facebook haters, if or when they may up! Than not, customer feedback is an area where you agreed with his points in the comment no longer their! Now, there are differences between personal pages/accounts on Facebook along with settings. Even win an apology out of the comment # 5: respond back to the comments. 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Click that to completely ban how to respond to a rude comment on facebook user from your page a way of emphasizing their message, but personal...