PEORIA, Ill. — You’ve posted a masterpiece of a Facebook post about your fair’s upcoming schedule of a headline country concert, truck pull and demo derby.
You come back to check the page hours later and there it is. A commenter has left a comment criticizing not only your carefully-crafted post, but the schedule of events, as well.
What now? Do you walk away and ignore it?
Fire off a witty, ever-so-slightly sarcastic response? Or, thank the commenter for their input?
Uh, say what?
“Every bad comment — and we’ve had some bad ones — everyone we come back with something positive from that,” said Leon Edwards.
Edwards is the vice president of marketing for Peoria-based talent buying and marketing agency Inked Entertainment.
As someone who works for a company that puts on indoor and outdoor festivals and consults with fairs and events for ticketed events, Edwards knows a thing or two about how critical the public can get about concerts and events.
“I think that kind of engagement is a very important piece,” he said.
Engaging in a positive manner even when feedback turns negative actually can boost a page’s visibility on social media sites such as Facebook.
“The reason for responding is not necessarily because I think I’m going to win that person over. It’s because Facebook does not recognize if a comment is positive or negative. They just see that you have engagement on the post. The more that you can engage, the more likes, the more comments, the more shares that you get on that post, the more Facebook is going to see that people like that post, so Facebook thinks ‘I want to show this post to more and more people because they like to see this,’” Edwards said.
Responding to a negative comment increases the number of engagements a post has.
“If somebody does post something negative on there and you comment on it, now you have two engagement levels on that post,” Edwards said.
Responding to negative comments in a positive way also shows others who might be reading or looking at your event’s page that organizers are paying attention.
“It shows you are able to offer feedback, it’s good customer service,” Edwards said.
As far as the snarky, sarcastic or defensive response, Edwards said a measured, polite response can have a bigger payoff.
“I wouldn’t get into a fight. There’s no reason to argue because there’s no pleasing everyone. If you comment back and say, for instance, to someone who complains about your lineup, sorry you’re not excited about this, hope to see you next year, that shows everyone that you are answering on the page, it gives that personal touch to the page that offers a lot to people, even if they are in a bad mood,” he said.