How To Deal With Negative Comments Online
Our fool-proof guide on how to deal with the haters 😉
Dealing with negative comments online can be challenging for online brands and/or influencers. Unfortunately, dealing with negative comments is part of the game in social media. Whether it’s an unsatisfied customer or a simple misunderstanding, how you handle these mishaps largely determines your online credibility. Here is your fool-proof guide to handling the negativity like a pro when it comes your way.
Don’t delete (all of) them
This may sound counterintuitive- but keep them there. Even if you have the best product on the market and the best customer service- there will always be someone who has negative opinions on what you’re doing. Deleting comments erodes trust with your audience and sends a message that you don’t care about their views and opinions. Building a successful online community means listening and making them feel seen and heard- if they have genuine complaints or concerns hear them out! This is a key element in building an engaged community online. Plus, it’s important to learn from feedback!
However, there are some circumstances where you should delete comments, for example, if they use offensive or discriminatory language, you could absolutely delete these!
Instead of: Deleting negative comments
Do this: Address it and use it as a way to create engagement and/or content. A win-win!
Here burrito chain @tortilla turned a negative comment into a fun, content idea - the ‘one bite’ test!
Respond as soon as possible ⏱
Responding quickly to negative comments shows that you are listening and care about your community members. Maintaining engagement is a must for building your following- and helps followers feel more connected to your brand and community. It also prevents negative comments from escalating into something more damaging.
Time is of the essence when a customer posts a negative review or comment, so respond quickly and respectfully, and take the conversation offline if necessary. Remember, all press can be good press if you deal with it effectively and in the right manner. Let’s say you’re a restaurant brand, and a follower leaves a negative comment about a dish they had.
Instead of: Simply ignoring the comment in hopes that it will miraculously disappear
Do this: Respond promptly, apologise if necessary and provide a way to compensate them (if possible). Always feel free to take the conversation to the DM’s if necessary. The main goal here is to make them feel heard.
Here viral TikTok beauty brand @thebeautycrop killed it and replying quickly, apologising and explaining!
Determine how to respond
Determine the best way to respond to negative comments. Some comments may require a public response, while others may be better handled through private messaging. for example, say if you’re an e-commerce business and a customer comments on a reel complaining that they have not received their order.
Instead of: Going back and forth in multiple public comments.
Do this: Reply on the reel to say you’ve DM’d them, and follow up through DM’s to provide tracking information.
That’s a great example of when to take a conversation to the DM’s- as you may need more personal information to track their order and give them an update. Another pro tip: Make it easy for customers to reach out to you with complaints or concerns by providing multiple channels for communication, such as email, phone, and social media. Avoid getting defensive or confrontational, as it can make the situation worse. But, stay true to your branding, you can always have fun with it… which takes us to our next point!
Use humour
Where appropriate, negative comments can be a great way use humour and/or wit and showcase your brand personality. This can be a great opportunity to have a bit of banter and humanise your brand. Remember, Gen-Z’s can sniff out inauthenticity from a mile a way when it comes to social media marketing. Plus, sometimes humour is the best way to diffuse a situation!
Here London & Berlin based salad bar @choppaluna responded to a negative comment on their barbie inspired salad video with humour.
@Ryanair literally block out the competition with humour by pretending they don’t exist! Here’s a great example of when it’s appropriate to use humour
Highlight positive comments
Encourage satisfied customers to leave positive reviews and comments. This can help minimize the impact of negative comments on your brand image.
@byelliebeauty’s TikTok regularly uses the ‘reply with video’ feature to highlight positive comments about their products and testimonials about their brand.
Summary
Responding to negative comments effectively is a vital skill for social media marketers. It not only helps resolve immediate issues but also shows your commitment to client satisfaction and your ability to handle criticism gracefully. By staying calm, personalise your responses when you can, and learn from feedback.
Negative comments can be turned into opportunities for growth and improvement, ultimately strengthening your agency's online reputation. Remember, it's not about avoiding negative comments but how you handle them that truly matters in the world of social media management.
