Let's do coffee ☕️

Blog & Podcast

How to Deal with Negative Comments on Social Media

category: social media customer service type: blog

No one likes to see less than flattering comments about them or their business posted online for all the world to see. If it's happened to you, I bet your first reaction was to want to delete it!

In most cases, one of the worst things a business can do is ignore or delete a negative comment – if handled well, it's possible to create even stronger customer loyalty! I bet you can think of at least one service or product where there was a problem and the resolution went above and beyond your expectations (Microsoft and Dell are the ones that jump to mind for me personally).

Negative comments

  • Don’t delete!

  • Always tell the person you appreciate that they took the time to contact you

  • If the issue is straightforward or has a standard solution you can deal with it directly online

  • If the issue is more complex or you need further information, ask them to email you directly so that you can resolve the issue

Have a couple of “standard” responses prepared ahead of time so that you’re not worried about what to say or how to say it. Here is an example:

Thank you for your comment/feedback – I’m sorry about [the issue]. Can you please email me at [email] so we can discuss how best to resolve your concerns? I always strive to exceed customer expectations and look forward to receiving your email.

Inappropriate or offensive comments

In rare instances where behavior becomes offensive or abusive it is perfectly fine to remove and block individuals as long as the action and reason behind it is explained. 

Make sure that you have decided (as part of your social media policy) what the line is between ‘negative’ and ‘offensive’ so that you and your employees can be consistent about dealing with these comments. If one comment gets deleted and another, similar comment is allowed to stay people *will* notice. A straightforward example is profanity - you may be OK with swearing and wouldn’t consider it offensive if it appeared on your page, but the next person may have a zero tolerance policy when it comes to language.

  • Take a screenshot of the comment, record any details about the user

  • Reply with your policy on offensive behaviour and indicate that the comment will be deleted

  • Delete!

  • If the behaviour continues you can choose to block and/or report the user

Have an “appropriate use” disclaimer prepared ahead of time. You may even want to publish this somewhere online for easy reference. A great example comes from the Regina Police Service Facebook page.

Remember: the goal is to be prepared so that you don't panic when something "bad" happens :)

 

 

Want more awesome info like this?

 

NOT SURE WHERE YOU SHOULD START?

Not sure if my services are right for you? Let's chat virtually over coffee or the beverage of your choice!

We'll take 20 minutes via video call to make sure that 1) I understand your needs; 2) you're clear on how I can help, and; 3) we're a good fit.

Coffee chats are always free and I won't hesitate to point you in the direction of another product or service provider if it seems like that will serve you better.

HAVE A VIRTUAL COFFEE WITH ME ☕️ ➔
Stay Connected 👋

 

Become a member of Systematizing for Heartful Entrepreneurs

Your info will never be shared or sold.

INSPIRATION 🙌

 

Just do what you do best.  ~Red Auerbach

Everything is figureoutable. ~Marie Forleo

Productivity isn't about getting more things done. It's about getting the right things done. ~Brandi Good

 

Designed with 💜 in Kajabi.
Try Kajabi free for 14 days!

Navigate 👉 

 

 

 

Blg Business Solutions  Regina, SK, Canada  (306) 501-6265  [email protected]

STAY CONNECTED 👋

 

Become a member of Systematizing for Heartful Entrepreneurs


 
INSPIRATION 🙌

 

Just do what you do best.  ~Red Auerbach

Everything is figureoutable. ~Marie Forleo

Productivity isn't about getting more things done. It's about getting the right things done. ~Brandi Good

 

Designed with 💜 in Kajabi.
Try Kajabi free for 14 days!


NAVIGATE 👉 

 


BLG Business Solutions
Regina, SK, Canada
(306) 501-6265
[email protected]