Dealing with Negative Comments and Reviews on Social Media

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It can be so discouraging to receive negative comments about your business, your writing, or some other endeavor.  After all, this is your passion in live, it is what you have dedicated tireless hours, and very likely, copious amount of your hard-earned capital to.  So, when someone attacks it, it can be very difficult to take the personal element out of it. You must remember that generally negative statements are made by those that don’t know you and are only unhappy with some small piece of what you do. It is not a personal attack and with a little forethought, you can smooth it over and come out looking even better on the other end.  Just think about how happy you are when you experience excellent customer service.

Move the Comment Down the Feed Before you do anything else, it is a good idea to generate a lot of new content on that particular social media channel to push the negativity from the forefront of your page.  Social media platforms replace old content with new as soon as it is created, so get busy.  Once you have lessened the threat and the number of potential customers likely to see the negativity, you can react to the attacker.  If the comment is not on your page, but on someone else’s, then consider requesting that they remove it in a personal message.  If it holds a true potential of damaging your reputation or that of your company, then there is the option on some platforms to report it as defamation.

Respond with Grace Don’t retaliate or spout out with anger.  It will serve you much better to take the higher road.  Remember, every company makes mistakes and if you were caught in one, the best thing that you can do is admit fault, apologize, and showcase your willingness to work with unhappy customers.  If the complaint is related to a product that you manufacture or a service that you provide, you might consider smoothing the problem over by correcting the reported problem or offering a discount to the individual in question.  If it is a more generic attack, then consider the source of the anger that fueled the comment and how you might politely diffuse it, while upholding your image.

Baseless Negativity If you know for the fact that there is no truth in the comment or it is clearly some sort of misunderstanding, don’t be afraid to say so publicly.  However, do so with tact.  Don’t attack the other person, just simply state facts laced with humility.

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