Dealing With Negative Social Media Comments

21 May. 2013 - - Total Reads 5,419

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.

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: 5.4K

Share this

Go on, see if you can challenge us on "Dealing With Negative Social Media Comments" - Part of our 171 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

Engineers Without Borders
Dinosaur Designs
Etihad Stadium
Magento
Hanover
Victorian Government
QV Skincare
Digital Agency Panitsync
Bondi Sands
abc
POSTER Magazine
Anthill
SunSense Digital Agency
OMS
One Shift
Canberra
Dusa
TPP
Melrose Health
Eway
Positive Poster
ADP Payroll
Macmillan
Unsw Australia
GooglePlay
Palace Cinemas
tribe
James Buyer Advocates
Hairhouse Warehouse
Van Egmond Group
Movember
Toy World
OJAY
Elucent
Kay Burton
Bintani
Liveoneday
iPrimus
Loan Market
Ello
Fortune Institute
Atlantic Group
Metricon
WTFN
Shell
Forbes
Tony and Guy
Paypal
Drupal
Rock Pool Group
Telstra
Royal Freemasons
Viktoria + Woods
Switzer
Marshall White
BlackMores
Oracle
GPT Group
Fairfax Media
Schiavello
Melbourne Heart
Watches of Switzerland
Grow Rich
Acquia Drupal Certification
News
131 Pizza
McArthur Skincare
Uber
CSquared Executive
Arc One
Crumpler
Tassal
The Age
BCG
Aqium Gel
High Street Armadale
DepSkin.com
Maxine
Arthur Galan
ISO Certified
Appstore
Chia
MAP
Nmiinsurance
Microsoft-Certified-Azure-Fundamentals
DeeWhy Market
Ebay
Vendor Advocacy Australia
Parker Lane
MyAccount
Melrose MCT
Madman Entertainment
Moov Head Lice
Ego Pharmaceuticals
Magento Solution Specialist
Smh
White Suede
Grays Ecommerce
Castran Gilbert
Bigcommerce
Swin
The Burger Cheese
AC/DC
CAN
Bulk Nutrients
Natralus Australia
Amino Active
Instant RockStar
TSB
Associated Press
21st Century Education Agency
Rydges
Fresh Cheese Company
Max
Sports Power
Brisbane Times
Smart Company
National Museum of Australia
Engine Swim
National Relay Services
Fed Square
Jalna
Focus On Furniture
Melbourne Central
Mamma Lucia
Matchbox
Professional
vissf
Cronos Australia
RMIT University
Australian Physiotherapy Association
MSAC
Australia Goverment
CBRE
Bank of Cyprus
LBG Australia and New Zealand
Google
Ubertas Group
Novvi
Rackspace
University of Melbourne
Green St Juice
Grow Your Business
Tek Ocean
Coles
Jetstar
Dial Before You Dig
Scrum

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