4 Reasons Comments on Your Facebook Business Page Are Hurting Your Company’s Online Reputation
Why This Matters
If Facebook were a country, it would still be one of the world’s largest populations online—with over 3 billion active users as of 2025 (Statista). That means every comment on your Facebook business page is essentially public record.
The stakes are high:
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51% of U.S. consumers use social media to communicate with companies, but 95% of brand posts go unanswered (NYU Study; Sprout Social, 2024).
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90% of people who see unanswered comments believe companies don’t take customer service seriously.
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88% say they’re less likely to buy from a company that ignores complaints (Harvard Business Review, 2023).
Ignoring comments is no longer an option. Here’s why businesses often fail to respond—and what to do instead.
1. They Don’t Know the Comments Exist
Many businesses lack monitoring systems, leaving them unaware of conversations happening right on their Facebook or Google Business profile.
Fix:
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Use social listening tools like Hootsuite, Sprout Social, or Brandwatch.
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Integrate monitoring into your CRM system to centralize data.
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Assign clear responsibility for who responds.
2. There’s a Lack of Acumen or Fear of Negative Feedback
Some companies fear creating spaces for reviews, thinking negative comments will outweigh positives. But refusing presence doesn’t stop comments—Google, Yelp, and Facebook allow user-generated reviews regardless.
Fix:
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Accept that feedback is inevitable; lean into it.
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Acknowledge compliments as well as complaints—public thanks encourage more positive comments.
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Treat every comment as a reputation-building opportunity.
3. Company Leadership Is in Denial
The “If I ignore it, it will go away” approach doesn’t work online. The internet is forever, and so is your silence.
Fix:
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Develop a clear comment-response policy with timelines.
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Even delayed responses show effort—“better late than never.”
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Frame responses as customer retention opportunities: studies show resolving complaints publicly can increase customer advocacy by 25% (PwC, 2023).
4. Fear of Backlash or Time Commitment
Leaders worry that engaging will trigger long, public debates. But silence is riskier—one ignored comment may be seen by thousands.
Fix: Use Webolutions’ PLEASE System:
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Plan: Set up monitoring workflows.
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Listen: Centralize comment tracking.
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Engage: Publicly acknowledge complaints promptly.
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Ascertain: Assess risk/reward and best response path.
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Suggest: Offer a reasonable resolution.
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Express Thanks: Always thank the commenter.
This approach humanizes your brand and shows accountability.
Proactive Strategies
Generate Reviews Before Problems Arise
Don’t wait passively. Ask happy customers for reviews. Example: Sloane’s Carpet Secret began emailing “Thank You” notes with links to leave reviews. In one month, they earned more five-star reviews than in their prior 30+ years combined.
Respond Beyond Marketing
This is not just a marketing job—customer service, HR, legal, and operations should all play a role. Today’s internet is about conversations, not campaigns.
How to Use This Information
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Engage: Your brand is what the internet says it is. Take part in shaping that narrative.
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Act: Build systems, set measurable goals, and integrate social response into every department.
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Accept: Online reputation management is ongoing—it doesn’t “end.”
FAQs
Q: Why respond to positive comments too?
Acknowledging compliments publicly encourages more of them and shows appreciation.
Q: How quickly should businesses respond on social media?
Industry benchmarks suggest within 24 hours—but the faster, the better.
Q: What if a complaint escalates publicly?
Acknowledge it, offer to take the conversation offline, and follow up transparently with resolution steps.
Q: Can ignoring one bad review really hurt my business?
Yes. Research shows that customers who see unanswered negative reviews are up to 80% less likely to purchase.
Further Reading & Sources
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Sprout Social Index 2024 – Social Media & Customer Expectations
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Harvard Business Review: The Cost of Ignoring Social Media Complaints
Call to Action
At Webolutions, we help companies not just monitor comments but turn them into opportunities. With our Intrinsic Multiplier™ Approach, we’ll help you build a proactive reputation management system that strengthens trust, loyalty, and brand equity.
👉 Contact us today to learn how to protect—and enhance—your online reputation.
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