How To Handle Facebook Page Trolls

Now, nobody’s perfect. Not even me (which is why my resolution for this year is to be more awesome).

But my point is, people (and businesses) make mistakes sometimes.

But because the Internet is the Internet, it’s one of the worst platforms for people or companies to make mistakes. Ever.

Especially if you’re on social media, and you (or whoever handles your social media page) doesn’t know how to properly deal with the fallout.

Like trolls. Because when you fall, there will always be those who were glad to see it happen, and will aim to create more trouble for you in the form of bad PR if you respond to them wrongly.

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Even if you’re doing things right, there are sometimes lifeless people who go on your page for seemingly nothing but the sole purpose of pointing out every single typo, shooting down every post, and generally spoiling everyone’s online experience.

In the event that you have a troll on your Facebook page, what should you do about it?

 

First, understand these hard and fast rules:

  • Trolls are immune to logic and reasoning. No matter how logical your argument, trolls will not listen.
  • Trolls do not abide by the normal rules of etiquette and common courtesy. However, if you respond wrongly, they will be the first to point out how immature and rude you’re being.
  • Trolls gain energy when insulted, or when you get angry. Making you lose patience was likely even their aim from the start.

Keep these facts in mind before you try out any of these tips below:

1. Don’t feed the troll.

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Sometimes ignoring them is the best thing to do. Don’t let yourself drop down to their level and start name-calling and fighting with them. You won’t win, and you’ll end up making yourself and your company look immature. Plus, the troll will respond to everything you say, make you look bad, and things will escalate and get worse.

Trolls want to irritate you and annoy you, and get a reaction from you. If you give it to them, they’ll just keep coming back for more.

If you can, delete their posts, or remove them from the Page entirely. Just make sure that person really is a troll before you do, and not just a disgruntled customer who’s voicing his or her concerns.

2. Think before you post.

Check your material before you publish it on your Page. Nothing gets a troll more excited than you giving them the opportunity to well, troll.

You misspelled a word in your post? Time to troll!

The graphic you just posted is missing your company logo? Time to troll!

You got your facts wrong on a matter that should be general knowledge? You’re asking for it buddy!

So before you post, just make sure everything’s in order. 

Also, make sure you or your social media manager knows what to do in the event trolling happens. The wrong response can be catastrophic to your online reputation.

3. You have the power.

As a Facebook page admin, you have the power to ban, delete comments/posts, and hide posts. You can report troublemakers, ban posts with certain keywords or even delete the entire page (well okay, you probably shouldn’t need to go to that extreme).

But my point is, you have all that power. Don’t be afraid to use it if you need to.

 

If a post deserves to be hidden or deleted, then hide or delete it.

Remember, your company or brand’s reputation is at stake. You don’t want your reputation to go down the drain just because you were too nice to hide a post.

Just make sure you take the content of the post in context, so you’ll know for sure that the post was made by a troll and not by a customer with a legit concern.

4. Respond the right way.

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Sometimes, you really do have to respond to the troll,  or risk losing everything you’ve worked so hard to build up.

If you have to respond though, do it in a manner that spins the negative post into a positive experience.

Keep your cool, respond in a positive and friendly manner, and thank the person for their feedback.

If you’re not sure what to respond, then ask someone else who knows how you should handle things. Don’t just type in a filler, such as “We’ll get back to you!”

5. Move the conversation to a more private arena.

If the troll is attacking you because of some dissatisfaction with your product or services, try asking the person to discuss things with you in private – not in the public comments on your Page where everyone else can see and join in.

Ask them to send you an email, or a private message, so that you can talk. Once you’re in a more private medium, the person might be less angry and less willing to act like a troll, especially now that they know you care and you’re willing to help them settle whatever issues they might be having.

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