While the attack on brands is nothing new, the Internet and social media platforms make the comments of these media even more lasting and impressive.
And because some social networks like Yelp and Twitter make it easier for people to create fake profiles, the anonymity that people can achieve on the Internet makes some more comfortable lose their sense of decency, respect, and good manners.
So what is the best way to deal with negative feedback from time to time? Let’s find out.
How to deal with negative comments on social media
- Respond to the comment as soon as possible
- Discuss the issue in private
- Thank you for your comments
- Ask them how you can help and help
- Do not delete your comments
- Choose your battles
- Do not delete your comments
Let’s talk about these strategies in detail.
1. Respond to the comment as soon as possible.
Don’t delay. Don’t let negative comments get lost. The longer you leave them unanswered, the longer it takes for others to see that someone has complained and you have not responded.
Instead, address negative comments as soon as possible to prevent them from being included in something potentially more harmful. A negative post on your Instagram post or a tweet on your company’s Twitter account, for example, is much less problematic than a nasty blog post, which can have a much longer lasting effect.
Responding quickly will show you the opposite of what you are listening to and you care. It will also alert others of your dedication to members of your community.
If anyone complains about your products, services, or anything else, please let them know. It doesn’t matter if your complaint is justified or not; it’s best to take the “customer is always right” approach.
It doesn’t make sense to participate in a public cage party just because of a complaint, and others will respect you for apologizing in advance. If the person you are dealing with is complaining about something silly, others will also notice and think nothing of it.
3. Discuss the issue in private.
First react publicly and then take it in private. For example, if someone is being particularly difficult, bring your communication with them to a private channel.
First, reply publicly, either by tweeting or commenting on their Facebook wall post, and then send them a private message so you can chat with them by email or phone, telling them you want to talk about matter in a way that gives them a more personal experience.
In this way, you give them the attention they are competing for without making your interaction public for everyone to see.
4. Rate your feedback.
Treat complaints as constructive criticism or comments. Sometimes that’s all. People want to be heard and want to know that they have heard it.
So, after apologizing for their unsatisfactory experience, let them know that their feedback is appreciated and that you seriously consider their suggestions for improvement.
Then it really goes on. Send your feedback to your product team or the right person in your organization. If you respond to negative feedback, you can turn angry customers into happy, loyal ambassadors.
5. Ask them how you can help and help.
If the comment you’re dealing with is blatantly offensive and out of context, tell the author that you’re sorry they feel the way they do, and ask how you can help improve the situation.
Then one of two things will happen: they will respond with something you can deal with in action, or they will be so surprised that you have responded and you have nothing more to say. Either way, you’ll have to respond tactfully.
6. Do not delete all negative comments.
Sometimes it’s okay to delete negative comments. For example, if they use offensive language or are commenting on nonsense, there is no danger in deleting comments.
However, if they have genuine complaints, deleting their comments is a big mistake. Those with legitimate complaints may be outraged by your censorship, and remember that current and potential customers are also watching. If you delete your comments, it looks like you’re hiding something that’s not good for your brand.
7. Choose your battles.
Some people make noise just to make noise. They are people who seek attention and just want to arouse controversy.
It is important to decide what is worth answering. Does this person have a follow up? Do others respond to what they say? It’s essential to keep these people on your radar and monitor what they say, but it may not always be worthwhile to interact with them.
Examples of negative comments on social media
- Consumer complaints
- Spam / Malicious Comments
- Harassment / threat comments
Here is the meaning of each type and tips on how to handle them.
1. Customer complaints
These are the most common negative comments you will receive and the most important of the four. As the name implies, these comments are from customers who are having trouble using your product or service.
How to respond to complaints:
You must respond promptly to all customer complaints. We apologize for the inconvenience, check the issue, and provide a solution to our customers.
Trolls are the evil of social media, especially Facebook and Twitter. These people (or robots?) Just want attention and cause you problems. His outrageous comments are often false and intended to anger others. This, in turn, slows down your social media posts and redirects attention to themselves and their ridiculous comments. Unfortunately, they are not real customers with real complaints and they are quite annoying.
How to deal with trolls:
Hitting them might be your first reaction, but that’s exactly what they want. Therefore, once trollings are identified, ignore comments altogether.
3. Malicious comments
Comments that contain obscene and offensive language fall into this category. This goes a little beyond trolling: malicious comments are bad and insulting and can attack your brand or the character of your staff or leadership. The intent of the malicious comments is to inflict emotional distress on your computer.
How to deal with malicious comments:
Have clear rules for participation and enforce those rules. For example, you can have a “no blasphemy” rule and enforce it by deleting comments that contain it. Recidivists can be reported and blocked.
4. Threatening comments
These comments harass or threaten your social media team, leadership, or staff. They can even target customers and other followers of your social media accounts. Threatening comments are often violent in nature, physically, emotionally, or otherwise.
How to deal with threatening comments:
Snappy Responses wins the battle, but kindness wins the war
You may feel good about making a mock-up comeback and putting a troll or negative person in your place. But most of the time, it’s just not worth answering.
You can keep up to date with negative comments on your social media pages by using the tips provided in this post. You can also create a crisis management plan on social media to help you turn unpleasant comments into positive public relations.
Editor’s Note: This post was originally published in July 2011 and has been updated to be comprehensive.