As a small business owner, negative comments on social media can feel like a personal attack. However, it's important to remember that even the most successful businesses receive online complaints. So it's not about avoiding negative comments, but rather figuring out the best response to haters.
In this article, I'll share 8 proven strategies for handling negative comments on social media business pages that will help you protect your brand reputation and turn negative feedback into a positive experience.
8 Proven Strategies For Handling Negative Comments On Social Media
1. Respond Promptly and Professionally
When negative comments about your products or services appear on your social media posts, the first thing to do is to respond promptly and professionally. Ignoring or deleting negative comments can cause further frustration and resentment from the person posting them. Dealing with them quickly and professionally shows that you care about their feedback and are willing to address it.
Handling negative comments on social media is especially crucial for small businesses. Negative comments on social media business pages can quickly spiral out of control and harm your company's reputation. Responding professionally and promptly shows that you value your customers and are willing to make things right.
2. Take the Conversation Offline
If a negative comment on social media requires a more in-depth response, consider taking the conversation offline. Ask the commenter to contact you through private messaging or email to discuss the issue further. This way, you can address the issue in a more personal and private manner, which can lead to a more positive resolution.
3. Use Empathy and Understanding
The best response to haters is to use empathy and understanding. In other words, kill them with kindness! Even if the negative comment is unwarranted, responding with empathy can help diffuse the situation. Acknowledge their concerns, apologise for any inconvenience, and offer a solution. This approach can turn a negative experience into a positive one, creating a loyal customer in the process.
4. Try Not To Take Negative Comments Personally
As I’ve mentioned, it's important to remember that negative comments on social media are not personal attacks. Most of the time, they’re posted by people who just want to vent about something. The commenter may have had a bad experience or simply been having a bad day. Rather than taking negative comments personally, the best response to haters is to address the issue at hand.
5. Have a Crisis Management Plan in Place
Sometimes, negative comments on social media business pages can turn into a full-blown crisis. So it’s a good idea to have a plan in place to handle them effectively — especially if you have a number of different people managing your social media platforms. This means that your responses will be consistent and in keeping with your brand values. The plan should outline who is responsible for responding to negative comments, the steps to take to address the issue, and who to escalate the issue to if it’s really starting to get out of hand.
6. Don't Engage in Arguments
It's easy to get defensive when responding to negative comments on social media. However, engaging in arguments will only escalate the situation. Instead, focus on finding a solution and addressing the issue at hand. If the commenter continues to be unreasonable, it's best to disengage and move on.
7. Block or Mute Trolls and Spammers
If your posts receive a lot of spam or trolling comments the best strategy may be to block, mute, and report any users who are being disrespectful or causing harm. Giving these trolls attention only fuels their behaviour, so it's best to ignore them. If your account is experiencing hate speech or online shaming, consider muting the offending account and blocking and reporting the user. Each social media platform has specific guidelines for reporting and blocking, so make sure to read up on how to do it effectively.
8. Turn Negative Comments into Opportunities
Finally, one of the best ways to handle negative comments on social media is to turn them into opportunities. Negative feedback can provide valuable insights into what your customers want and need. Use the feedback to make improvements to your products or services, and share the changes you've made on social media. This can help to turn a negative experience into a positive one and show your customers that you value their feedback.
Conclusion: Handling Negative Comments On Social Media Business Pages
Handling negative comments on social media is important in managing a business's online reputation. While it can be challenging and emotional, it's important to stay professional, take a deep breath, and respond calmly and measuredly. By using the strategies outlined above, businesses can turn negative feedback into a positive opportunity to connect with their audience, improve their products or services, and build stronger relationships with their customers.
Remember, the best response to haters is to respond with kindness and empathy and use their feedback to learn and grow. So, if you're facing negative comments on social media, take it as a chance to showcase your brand's values and commitment to customer satisfaction.
Quicklist: 8 Proven Strategies For Handling Negative Comments On Social Media
Respond promptly and professionally
If possible, take the conversation offline
Use empathy and understanding
Try not to take negative comments personally
Have a crisis management plan in place
Don't engage in arguments
Block or mute trolls or spammers
Turn negative comments into opportunities