Dealing With Negative Social Media Comments

21 May. 2013 - - Total Reads 6,374

No matter who you are, what you do, or what your brand is about, you’re going to experience negative comments from time to time. On social media sites, brands have quite a few options available to them to limit the damage. But you’re never going to avoid negative social media comments. They come with the territory.

 Even the best campaigns in social media fail to please everyone. And when dealing with a site like Facebook, some people take being a little dissatisfied extremely personally. It’s just the type of “me-me-me” culture we inhabit, and that’s usually a good thing when you’re harnessing this to promote your brand. When it comes back to bite you, though, you better be ready to handle it.

 Tips for Handling the Social Media Negative Comments

1. Build a Plan Preemptively

Now, understand here that there’s a difference between building a plan preemptively and a preemptive plan. Nothing is really going to preempt disaster outright. Just as a stronger home might stand up to an earthquake, a tornado is still going to rip the roof off. Disaster strikes, and you can’t safeguard against them all. However, you can take your cue from a prepper and be fully prepared to handle it when it does happen. So put a plan of action into place that you’re ready to use at the drop of a hat.

Read how Twitter became the first to announce June 19th earthquake melbourne.

2. Act Quickly

This is where that planning really pays off. The goal here is to act as quickly as possible once you begin to receive negative social media comments, feedback, reviews, etc. you want to be able to get out in front of the issue(s) before things go viral and beat your brand name down into the dirt. By acting quickly, you can even help prevent some potential disasters; i.e. if a customer has a big complaint, responding quickly may help prevent future issues.

3. Scripts are for Actors

While some of the best support staffs out there do stick to a script when it comes to what the response will be for any listed issue, there is still a time where going off-script is important. You may encounter someone with a unique problem, or someone who doesn’t understand or appreciate the scripted responses. So try to keep things natural with your responses. Having scripted answers for the most common issues is okay, but be prepared to do some improvisation.

4. Be Patient with People

Regardless of what the issue is, you need to exercise some patience on your end. Negative criticism is often the result of people who tried to speak with you but couldn’t get their issue resolved. If you’re willing to put in the extra effort, you may be able to avoid some issues going forward.

5: Set Up Alerts

You need to know what people are saying about you, but you also need to know when they’re saying it. Facebook has a Hyper Alerts tool that will alert you every time someone makes a comment on your brand page. This will allow you view the negative situations immediately before deciding to take action.

6. Only Delete the Worst

Part of being a brand on a site like Facebook is actually taking things in stride. If you can’t handle some light criticism with a smile on your face, then you’re probably going to show off a totalitarian side, attempting to delete, block and ban everyone to say something you don’t agree with. Totalitarianism is a snowball-effect kind of thing. So unless it’s outright spam or obscene, leave the comments standing and respond politely.

7. Set Up a Specific Account

To handle negativity properly, you have to do your part to show that you’re really serious about taking care of the situation. This doesn’t apply to spammers and trolls and the otherwise disgruntled individuals out there who just wish to wreak havoc. But for everyone else, making up the majority of negative social media comments, you can show that you really care about their issue by having a separate, support-specific email for your brand. People will be more inclined to contact you with negative criticism rather than putting it out in public.

Negativity has a way of finding us all, and it’s really not something that you’re going to be able to avoid. The idea here is to put a plan in place, act quickly when it happens, and to attempt to limit the damage while satisfying the complainants. If you can do those things, then you can handle negative social media comments.

This article is written by Craig Robinson, an online writer for Qwaya, a Facebook ad campaign tool. He loves to write different topics about social media tips and strategies. Besides writing, he also enjoys engaging with different communities and social forums.

Michael Simonetti
Posted by:

Post Reads: 6.4K

Share this

Go on, see if you can challenge us on "Dealing With Negative Social Media Comments" - Part of our 168 services at AndMine. We are quick to respond but if you want to go direct, test us during office hours.

Add Your Comment

Trusted by

Tek Ocean
QV Skincare
Australian Organic Food CO
Movember
Florsheim Shoes
Windsorsmith
Peter Mac
Melrose Health
Shell
Melbourne Central
Oakdale Meat Co
Tribe
Mecca Brands
Naturtint
Crumpler
Palace Cinemas
WTFN
Tassal
Federation Square
Rock Pool Group
OMS – Order Management System
Elucent
RMIT University
Passage To India
Ego Pharmaceuticals
AC/DC
Carlton Football Club
Watches of Switzerland
SwinBurne University of Technology
National Relay Services
Cronos Australia
CSquared Executive
Chia
Grainshaker
MyAccount
Tomorrow Stars Basketball
Etihad Stadium
Rydges
Australian Anthill
Google
Bank of Cyprus
Scrum.org
Green St Juice CO
The Fortune Institute
Atlantic Group of Companies
LBG Australia and New Zealand
Street Kitchen
High Street Armadale
Melbourne Sports and Aquatic Centre – MSAC
Ebay
Kadac
Dinosaur Designs
Focus On Furniture
Ubertas Group
Royal Freemasons
Grays Ecommerce
The Canberra Times
Plan It Sync It
Parker Lane
SMH – The Sydney Morning Herald
Arthur Galan
DepSkin.com
VISSF
Dial Before You Dig
Australian Physiotherapy Association
Uber
Magento
Novvi
Vendor Advocacy Australia
Jalna
Forbes
Bintani Australia
21st Century Australia Party
Mamma Lucia
Fairfax Media
Bigcommerce
Appstore
Passage Foods
Melrose MCT
Kay&Burton
Max’s
Engine Swim
Aqium Gel
Beaumont
Paypal
Amino Active
Loan Market
Fresh Cheese Company
MAP
Madman Entertainment
Craft CMS
DeeWhy Market
Catholic Insurance
Rackspace
Jetstar
Wild Rhino Shoes
Ello
Switzer Media+Publishing
ADP Payroll
POSTER Magazine
GPT Group
Think & Grow Rich Inc
Metricon
Microsoft Certified Azure Fundamentals
News
Oracle
Coles
Toy World
National Museum of Australia
Unsw Australia
Bostik
Hairhouse Warehouse
Smart Company
One Shift
Bondi Sands
BlackMores
Australian Government
Fast.co
James Buyer Advocates
TPP
Drupal
CAN- Common Wealth Bank
The Burger Cheese
Associated Press
Celebrate Health
Natralus Australia
Maxine
Positive Poster
Magento Solution Specialist
Engineers Without Borders
Hanover
Brisbane Times
OJAY
Liveoneday
The Age
Castran Gilbert
Eway
Cell Therapies
NMI Insurance
Van Egmond Group
Schiavello
Instant RockStar
Matchbox Homewares
SunSense Digital Agency
Grow Your Business
Buy Aussie Now
Victorian Government
Heat Holders
Melbourne Heart
CB Richard Ellis
GooglePlay
Toni&Guy
Federation University Australia
White Suede
Moov Head Lice
McArthur Skincare
Adobe Professional
Sunday Creek
131 Pizza
Maximising First Impressions With Design – Oakdale Meat
Bulk Nutrients
DUSA, Deakin University Student Association
The University Of Melbourne
Boston Consulting Group
Arc One
iPrimus
Telstra
Sports Power
Xavier
ISO Certified
Macmillan Publishing
Acquia Certified Site Builder Drupal
Garmin
ABC
Marshall White
Viktoria & Woods

Testimonials

The guys at &Mine are one step ahead and have made the process pleasant and stress free. All credit to them and their great working culture because I expected the process to be awful. I am looking forward to taking this project live and doing more business with &Mine. Lauren Brown, Director, Motto fashion

More Testimonials
AndMine-Google-Partner-Signature