Responding to negative comments online
Every business is bound to get one negative comment online, but what matters is how you deal with it.
Negative comments can make or break your social media page, it all depends on how you respond to and deal with them. Follow these tricks to make sure your next negative comment is handled with care.
Always reply 🗣
One mistake a lot of businesses make online is no responding to the negative comments they get and just ignoring them. That is the worst thing you can do. If you ignore the negative comments, then you are essentially inviting them to post more negativity. It is always better to reply to the comment and try to sort it out.
Acknowledge the issue ❗
It’s important you always acknowledge what the user has identified as being a problem. Even though it may not be an issue in your eyes, this user has taken the time to write to you, so you need to make sure they are being heard. When you reply to their comment, apologise for what they have experienced and try to do what you can to remedy it.
Replying to the comment 📲
This is the easiest part to get wrong, but don’t be put off! After you apologise for the situation and ensure you mention that you don’t want it to happen again, ask the user to send you a private message so you can sort the issue outside of your public page. Follow through with this and try to sort the issue to the best of your ability.
Negative comments don’t have to be the end of your page, and they can actually be a positive thing. If your followers see you attending to negative comments with respect, you are painting yourself in a good light.
By Amy Wilkinson