As an agency we manage and monitor client\u2019s social media accounts. We have accounts that garner lots of fans and with that come lots of feedback, both good and bad. Some days you receive that post on a wall that generally speaking, comes out of left field. But, no matter how strange and negative the feedback, you must make the timely decision on how to handle and respond.<\/div>\n

At our agency, we generally have the rule to respond rather than ignore any post. As long as the post does not violate Facebook or other social policies it is not removed and we tend to respond even if we are still looking into an issue. Sometimes the response may be as simple as, \u201cThanks for your feedback, we will definitely look into that and get back to you as soon as possible.\u201d<\/p>\n

Overall, when responding it\u2019s very important to remember that managing social media feedback is all about providing excellent customer service and applying the \u201cgolden rule\u201d.<\/p>\n