Even just the thought of receiving a negative comment or review can feel intimidating and scary. It’s a very real fear for a lot of people - but should it be? Many people let it hold them back from using social media for their business - yet negative comments are rarely an issue or concern if you’re managing your pages the right way.
If you are proactive about using social media and controlling the conversation, culture and tone of your page or group, then negative responses shouldn’t be a fear! Now there are “trolls” out there and the occasional person looking for an argument. So how do you handle these types of comments if they come your way?
Take some time. Do NOT reply right away, especially if the comment feels like a personal attack or if you’re taking it personal. Step away, take a deep breath, go on a walk and vent if you need to. Take the time to thoughtfully draft a response. How you reply and handle the situation will show both your current and potential audiences your true colors. Use the negative comment to showcase your ability to manage yourself and your business in the face of adversity. This is a customer service opportunity!
Reply and move the conversation off social media. Try and move the conversation to Facebook Messenger or a phone call. If it is a true issue that needs to be discussed, comment and ask them to send you a private message with their contact information. Let them know that you want to reach out to them directly to discuss the situation and gather more information. If they are truly looking for a solution (and not just for a fight) - they will message you. Most of the time you can fix the problem or address the miscommunication and that person will remove their negative comment or review.
Hide or delete the comment. If the person is just looking for an argument or is trolling your page, you can (and should feel empowered to) hide or delete their comment. Don’t waste your time trying to logic with them. Plus, they won’t even know that you hid their comment! When they go to your page, their comment will still show, but it won’t show for anyone else. You cannot remove or delete Facebook reviews - so I will cover that one next.
Bury the review or comment with positivity. If you have a negative review and you can’t rectify or logic with the person that posted it - bury it with positive reviews. Reach out to your best and/or recent customers or clients and ask them to leave you a review. This also works with negative comments. It also happens naturally when you proactively maintain your page - oftentimes your best clients and fans will jump in, defend you and “fight your fight” for you - without you ever asking!
If you get a negative review or comment, remember that it is not the end of the world. While every situation is unique and there is no black and white, you can use these tips to guide you in your response. And remember that this is an opportunity to show your true colors, offer amazing customer service and maybe even learn a thing or two!
Have you dealt with negativity on social media? I would love to hear how you handled it and what you learned from it! Share your experience in the comments - or send me a message if you prefer!