We've all been there, you login to check your company's Facebook profile and someone has posted a 1 star review detailing all of the reasons they dislike your business.  It can be tempting to get defensive and type up a rash reply, but taking the opportunity to address the criticism can help your company in more ways than one. Responding professionally not only gives you the chance to address clients' concerns, but you'll also be showing your other followers that you genuinely care about your customers.  Your response to negative feedback says much more about your company than any positive reviews you've received. Whether you're just starting out on Facebook or are a social media pro, these guidelines can help when a dreaded bad review comes along. Do not delete the comment. Unless the post is vulgar, there is no reason to delete a negative comment. You could potentially upset the individual even more by not taking their concerns seriously. Even worse, a customer could screenshot the post and share that you've deleted it, which will most likely reach more people than the initial comment alone would have. Respond. Social media is designed to be just that: social. It allows you to interact with your customers and make your brand more personal. By ignoring a bad comment, you're perpetuating the idea that you don't care about your customer's concerns. Be professional and polite. Since you're replying in a public forum, it's absolutely necessary to be courteous and professional. This is an opportunity to make your company look good while showing that you stand behind your product. Even just acknowledging the customer's issue makes them feel heard. When handled correctly, you can draw attention to your business's positive qualities as well. Contact the customer privately. Most customer service situations can't be resolved in one short conversation, in real life or online. Reaching out to the consumer privately takes the conversation offline. If they have a concern about a home warranty, get them in contact with your support staff. Ensure you're taking the right steps to help get them taken care. Take the feedback to heart. If you're continually hearing similar feedback from multiple homeowners, it's likely that feedback is warranted. Ask them more questions about their experience to prevent the same issue from happening again to someone else. While it's definitely not fun to receive a bad review, social media users understand that you can't make every one happy all the time. One or two bad reviews will not tarnish your brand, but handling the situation incorrectly possibly could.