5 Tricks To Handling Negative Comments

Did you receive a negative comment? Don't feel bad! Bad comments are sort of inevitable once your social media starts taking off. But how you address them can make all the difference.

When someone offers a critical comment, it can be tempting to respond defensively or even angrily. But this reaction is a big no-no in the social media marketing world because it usually leads to a back-and-forth argument that does nothing to resolve the issue.

So, to provide a good response, you'll have to respond politely and professionally. Here are a few approaches you can take!

1. Thank Them!

Now here us out!

If the person's comment offended you, the last thing you probably want to do at the moment is thank them. But this is actually a good social media branding strategy.

Think about it: you want to be known as a business that is looking to improve; a business that wants to hear feedback so that they can present the best and most optimal products and services. If you respond harshly to criticism, or even neglect to reply, then you are going to give everyone the impression that you don't want to hear what they honestly have to say.

So while it might not be your first instinct, we suggest taking a step back and then reimagining the comment as honest feedback or constructive criticism. Then reply, "thank you for your feedback."

That's it! That simple response can let the user know that they were heard and that you're working to improve.

2. Acknowledge Their Concerns

Social media comments are similar to reviews: they're commenting on what you're providing. Maybe they're not happy with the way you said something in your caption or maybe they bought your product and weren't happy with the results. In all of these negative comments, there is a concern that they are presenting to you.

And what this boils down to is this: they have a complaint that they want addressed.

If you can figure out what is bothering them and then acknowledge that you understand, you can turn a negative comment into a follow.

So for this second tip, we say take the first tip a step further and actually address what they're saying.

For example, let's say a woman owns a hand-made purse company. Let's say she posts a video showcasing her most popular purse on her YouTube account (she has been experience a lot of organic growth on YouTube recently). And then let's say that a few hours after her post, someone comments, "her purses are awful! The stitching is sloppy because she doesn't care about creating great purses, she just cares about selling them."

After receiving negative feedback about her company, she should address that feedback for both the person commenting and the people reading the comment. She could say something like this: "Thank you for the feedback! I'm sorry you weren't happy with your purse. I'll take your feedback into consideration moving forward."

3. Offer Solutions

Offering a solution to a negative response is another great way you can build on your own reply. Why? Because it shows that you actually care about everyone's experience with your business.

While saying "thank you" and acknowledging a comment is excellent, offering solutions will set you apart from all your competition because it shows you go the extra mile.

See if there's anything you can do to rectify the situation. If they're unhappy with a product or service, offer a refund or replacement. If they're having trouble with your website, see if you can help them troubleshoot the issue.

4. Ask Them To Reach Out

Another important tip in how to respond to feedback: ask them to reach out to you directly so that you can resolve the issue.

Here are three reasons why you'll want to do this:

• It allows you to avoid any further arguments in the comments section.

• It makes the commenter feel like you're taking their feedback seriously.

• It shows other viewers that you take feedback seriously.

5. Don't Take It Personally

This tip is important for your own well-being. It can feel like a personal attack when you read a negative comment on your social media, but this is not always the case. People can be critical of your work without disliking you as a person.

Try not to take it too personally and stay professional at all times.

Also, remember that you're a rockstar!

Other Tips For Responding To Both Positive And Negative Comments

• Use at least 3 words. When responding to comments, it's important to use more than just a "thank you" or "I'm sorry." A few extra words will show that you're genuinely engaged with the person who left the comment.

• Avoid using generic responses. It's always best to personalize your responses, even if it's just a small detail. Generic responses can make you seem robotic and uninterested.

• Check for spelling and grammar mistakes. No matter what you're saying, proofread your comment before you hit "send." Typos can make you look careless and unprofessional.

• Don't delete negative comments. It might be tempting to delete negative comments, but this will only make you look bad. If you're receiving a lot of spam or hateful comments, you can use a tool like Disqus to automatically filter them out.

• Be positive! Even when responding to negative comments, try to keep a positive attitude. This will make you seem more approachable and professional.

• Use emojis. Emojis can help add some personality to your comments and make them more engaging. Just don't go overboard!

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