5 Ways Brands Respond to Negative Social Media Comments (Hint: Only One is Effective)
Social media is a powerful tool for brands of all types. It helps them connect, engage, and establish trust with current and prospective clients, increase brand awareness, website traffic and ultimately increase sales.
Connecting and engaging with clients and fans is a great way to show the human side of your brand and establish trust and loyalty. But what happens when something goes awry and negative comments start popping up on your brand’s Facebook page or Twitter feed? How would you address this?
Social media managers respond to negative comments in various ways:
1. Ignore them: The ‘Head in the Sand’ approach. If you don’t reply to the comments, maybe they’ll just go away. If a customer was at your place of business with a complaint, called or emailed your customer service department would you ignore him? No way! So why do some social media managers believe it’s okay to ignore complaints lodged on social networks? That I can’t answer. The unfortunate fact is that it happens.
2. Delete them: The ‘If No One Sees It, It Didn’t Happen’ approach. The only thing worse than ignoring a negative comment is deleting it. It only serves to anger the customer more and give them cause to react by telling ALL of their friends how awful your company and its employees are. It’s important to note that the average Facebook and Twitter user has 100+ friends and followers, so a complaint from one or even a few customers grows exponentially, costing you customers you didn’t even have yet.
3. Respond in kind: The ‘I’ll show you!’ approach. Let’s say a customer leaves an angry complaint on your company’s Facebook page or Twitter feed. You feel the complaint is unjustified or, for whatever reason, it makes you angry and you can’t help but respond with an angry or defensive comment. Just as with the first two approaches, your response will only serve to exacerbate an already negative situation. Remember the old adage: The customer is always right – no matter how wrong he is! Also, remember that the complaining customer is not the only person who will be privy to this exchange.
4. Placate with a hollow apology: The ‘Gosh, Sorry You Feel That Way. We’ll Try To Do Better.’ approach. The problem with this response is that it doesn’t appear to be sincere, nor does it offer a real solution to the complaint, which, again, only serves to exacerbate the situation. People are aware when they are being appeased. Most importantly, this approach offers no solution to the problem and the customer may not give you a second chance.
Social media managers make these mistakes all the time, especially when there are multiple complaints (such as the one I covered a while back in my blog post regarding Ann Taylor brands and Cyber Monday). They ignored, deleted, and placated – all while continuing to offer new online sales and discounts without first fixing their substandard site. They responded to a few complaints by asking the customers to call or email customer service. For days afterward, there were complaints posted about not being able to get through by phone and getting no email response. How can they possibly believe this would have a positive outcome? What should they have done instead?
I suggest that there is truly only one proper response when managing complaints on your brand’s social networks:
5. Offer an apology AND a solution: The ‘We Hear You and Value Our Customers. We Will Make This Right Immediately!’ approach This is your opportunity to turn a disgruntled customer into your brand’s evangelist! This person (or people) obviously had some sense of loyalty to your brand if they’ve spent their money with you, “liked” your Facebook fan page, and/or followed you on Twitter. Now, however, they’ve had an unpleasant experience and usually they just want to know that they’ve been listened to and that you (the people behind the brand) will make things right. In Ann Taylor’s case, there were problems with their website. They approached it in the ways outlined above, continued to send emails and post to social networks with apologies for inconvenience, and extended the time for the sales. What they didn’t do was fix the website, making it appear that they weren’t ‘getting it’ and, worse, that they didn’t care.
Considering the volume of complaints, it would’ve been impossible for Ann Taylor’s social media manager to respond to each one individually. I would’ve suggested that they make one post and send one email explaining that they were aware of the issues, were working to fix them, and offering to extend the sale or give an even larger discount – once the site was fixed (and not a minute before). I certainly wouldn’t have deleted posts or continued to offer online sales until I knew the site could handle the traffic.
I think sometimes brands forget that handling complaints via social networks are the same as dealing with them face-to-face (only with higher stakes). If a customer were standing in front of you with a complaint, you’d never ignore them, walk away from them, or simply apologize without offering a resolution. So why would that approach be acceptable via social media? Answer: It’s not!
When you deal with complaints effectively, disgruntled customers will tell their friends how awesome your company is and what great customer service you offer. And they’ll encourage their friends to buy from you. They have now become an evangelist for your brand. Talk about powerful (and free) marketing! You’ve established brand loyalty and trust to a greater degree than you would’ve had if there had never been a complaint.
Just remember that no matter how fantastic your brand is, mistakes happen, customers get upset and complain. With the growth of social media they now expect to be able to lodge these complaints – and get resolutions – via social networks. Think of it as an opportunity to prove how awesome your company is – or not. It’s your choice.
How should a brand deal with negative comments? Let me know your thoughts in the comments below!
Carole Billingsley (@YouSeekSocial) is a social media consultant and trainer. Combining her social media expertise with her decades of experience in entertainment and education, Carole founded Seek Social Media in 2011. She is known for her ability to make technical and social media topics easy to understand for even the least tech-savvy business owner. Specialty areas: social media, customer experience, digital presence, crisis management.
121 Comments
Ian Said
June 28, 2012Thanks for the great article.
With Social Media still being a relatively new way to interact with your clients, I find a lot of companies do not have an effective way to respond to complaints. I see it with my own customers too, in just the ways you described.
Thanks,
Ian Said
Owner, idealsoftware.co.za
Carole
June 29, 2012Thank you, Ian! I agree, business owners are just beginning to figure out social media. I think when one sees a negative comment on their networks(especially the first time), it’s human nature to want to ignore, delete, or argue. That’s why it’s so important to take a step back, take a deep breath, and try not to take it personally. You must ask yourself if there is any truth to the complaint because, if there is, that needs to be addressed. A commenter on Social Media Today shared this post about the importance of having a social media crisis plan and I think there are some really great points to consider in the article. Check it out here: http://www.business2community.com/social-media/questionnaire-should-your-company-or-organization-invest-in-a-social-media-crisis-plan-0185706
Take care,
Carole
Alison Davis
June 28, 2012Seek Social Media —
Recently one of my podcasts was slammed by a listener in the name of “constructive criticism.” Needless to say, the experience was derailing and for a moment I felt like throwing in the towel.
Then I suddenly saw the situation in another light: the person clearly spent a lot of time and effort on his missive to me; this was an achievement! I had gotten his attention and struck a nerve!
Consider the source — something negative may actually be a positive in disguise!
~ Alison Davis
http://www.alisondavis.org
Carole
June 29, 2012Hi Alison,
That’s fantastic that you were able to look at the comment in such an objective way! That’s not easy to do, and many business owners can’t seem to pull that off! Way to go!!!! You hit it on the head…something negative may actually be a positive in disguise! Thanks for your insight!
Carole
Devlin Jane
March 12, 2015Definitely! I never thought of looking it that way. But I get what you are saying. Yeah, sure there could be some bashers out there, but in many cases, the fact that one would take time to listen, react (whether negatively or positively) to your work or what you’ve written, and then take the time and effort to let you know about it is already an accomplishment in itself for you. Thanks for this great insight.
Jake
April 11, 2017We are a small Cafe and have a customer who we don’t believe is a customer but a competitor on the same street completely inialate us with a comment about how dirty our premises are, how rude our staff are , how bad and over priced our food is.
We are very angry. Especially knowing that it is a friend of a competitor who has written it. We don’t even think she has been in our cafe as we have never seen her before.
How do we answer a comment like this? It is so vicious. What should we do.
Carole
April 17, 2017Hi Jake,
Is the comment on Facebook? If so, since you know that this is a bogus, spiteful comment, I would delete it and block the user from your Page. If not on FB, please let me know what platform it is on.
Thanks,
Carole
Cynthia
June 1, 2017We have a similar situation, a person who didn’t actually use our business, has blasted us, both on the BBB and Google My Business. She put several untruths in her complaint.
Here’s a rundown, we are a tree service.
We had a scheduled customer who had repeatedly tried to contact the neighbor behind her for permission to access their back yard to climb the tree hanging over her own pool cage, including leaving two notes on their property. We roped into the tree and began cutting. The homeowner was at work, and had seen the note 5 days before, but had disregarded it. His sister, upon hearing(being woken up) the work, came out belligerent, screaming at the guys working about trespassing, waking up her newborn, etc. She called her brother home from work, and the police, who arrived just before her brother (the homeowner). While the home owner, police, and my boss hashed it out as a misunderstanding, and the work was allowed to continue, the irate non-owner went inside and promptly left scathing reviews on BBB and Google, telling a completely untrue version of events. We take pride in our work, our care and concern for our customer’s happiness, and most certainly for our reputation.
I really don’t know how to proceed! It’s imperative to us to try to salvage this situation. She made the reviews even before we were off property 🙁
Carole
June 2, 2017Yikes! Sorry to hear you’re dealing with this, Cynthia! Have you contacted the BBB regarding the review on their site? I’d start there. Are you allowed to respond to a BBB complaint on their site? As for how best to respond on BBB, Google, and any other sites, I’d advise to start with what you said in your comment here: “We take pride in our work, our care and concern for our customer’s happiness, and most certainly for our reputation.” Then, in a matter-of-fact way (with as little emotion and anger displayed as possible), lay out the facts of what actually happened. Mention that the complaints were logged WHILE the situation was being hashed out by police, homeowner, and your boss. Without calling her a liar, point to the facts that prove that she’s lying. You may even want to outline the timeline of events. (Is there a police report you can reference?) After that, offer an apology…not an acknowledgement of wrongdoing, since that’s not the case; rather an apology that her baby was woken up and that the work caused her an inconvenience. End your response with another confirmation of pride in your work, concern for customers (and their neighbors), the care your company and employees take in being good members of the community at large, and the solid reputation the company has in the community (if the company has been in business for a while, I’d also mention that e.g. The company has maintained a sterling reputation in the community for xx years or since the year xxxx).
I hope this helps!
Please let me know how everything turns out!
Carole
Camille Rodriquez
June 28, 2012Nice article, and I agree! I would rather do business with an honest and approachable business any day, especially if I know they are attentive to my questions and needs. It speaks well for the business if they admit a mistake and make it right to the extent that they can. That always makes a good impression on me!
Carole
June 29, 2012So true, Camille! I think that’s what we all want from brands we do business with – to know that we’re heard and that they’re willing to correct issues as they come up. No one’s perfect and mistakes happen. It’s how you/your business responds to those mistakes that makes the difference! Thanks so much for your comment!
Carole
How to Run Your Own Freelancing Business Without Getting Screwed Over
August 20, 2013[…] Credit: Seek Social Media, John-Morgan via Flickr, I .. C .. U via Flickr, stevendepolo via […]
How Designers can Take Advantage of Social Media | Reflecting the Designer
October 3, 2013[…] audience is to never let any comments go unanswered. Even if it is a horrible comment, try and respond as best as possible. If you don’t answer some of the comments, it gives people the impression that you are not to […]
Brand Censorship in Online Forums | Online Marketing
October 8, 2013[…] Billingsley writes a social media blog and suggests that the number one way to handle this type of situation is to simply apologize for […]
Review Button Added to Facebook Pages
October 23, 2013[…] SEE ALSO: 5 Ways Brands Respond to Negative Social Media Comments (Hint: Only One is Effective) […]
dialuz
January 26, 2014Nice article and I agree! I would rather do business with an honest and approachable business any day, especially if I know they are attentive to my questions and needs. It speaks well for the business if they admit a mistake and make it right to the extent that they can. That always makes a good impression on me!
Carole
March 17, 2014Couldn’t agree more! Thanks for your comment. 🙂
Carole
wireless internet tv
March 16, 2014Wow! This blog looks exactly like my old one! It’s on a totally different topic but it has pretty much the same layout and design.
Great choice of colors!
Carole
March 17, 2014haha! Nice!! Thanks for the color compliment. 🙂
Carole
4 mistakes small businesses make with negative social media posts | BuildMyBiz News
March 26, 2014[…] excuse to fire back angrily. Seek Social Media pointed out that ill-tempered responses will simply exacerbate the issue, resulting in a virtual shouting match between customers and site managers. This makes the company […]
lynne jenkinson
March 27, 2014Great conversation..I believe that it is how a business deals with a ‘negative’ that shows what a ‘business’ is really about..because its soo easy when the ‘sun’ is shining..but when its ‘pouring’ down ..dealing with negatives takes a lot more skill
Carole
April 1, 2014Absolutely agree, Lynne! Thanks for your comment!
Carole
How to Deal with Negativity on Social Media | Restaurant Chains and Social Media
April 10, 2014[…] 4. Offer an apology or a solution […]
How to Run Your Own Freelancing Business Without Getting Screwed Over
May 15, 2014[…] Credit: Seek Social Media, John-Morgan via Flickr, I .. C .. U via Flickr, stevendepolo via […]
Clairemont Communications | Reply Already!
July 28, 2014[…] general, restaurants can respond to a social media comment in five ways: by ignoring it, deleting it, defending themselves, issuing an apology or apologizing and offering […]
Businesses in the Age of Web 2.0: Become Social Media-Savy or Die | PR & Advertising
August 31, 2014[…] opinions of your company will be influenced. It’s best to get in front of that. In a post by SeekSocialMedia, it is recommended that you “offer an apology AND a solution” (5 ways brands respond, […]
4 Social Media Mistakes That Can Blindside Your Brand - BuzzPlant
September 9, 2014[…] Just as this can happen in businesses and your personal life, it can happen with your social media strategy. No matter who you are, you will get a negative Facebook comment from time to time. Eleven digital marketing experts weigh in with their tips and advice in The Art of the Response on Social Media. Definitely worth a read; learn it before you need it. And, while we’re at it, make sure you don’t do these things! […]
Visual Map | Digital Inquiry at UCONN
September 10, 2014[…] to be nice. Dealing with negativity online is difficult and my map includes negative words, and click here for an article on how to cope with negativity […]
Barb in Toronto
October 1, 2014We think we have a unique situation (or maybe not), and nice to see this article still has traction a few years after it’s initial post. We specialize in a custom made product and after 25 years of being in business, our social media reputation is horrible. Why? Because it seems that when we can’t help a customer (after attempting to in numerous ways), and providing a full refund, they still use social media to bash us. We are completely baffled as to how to deal with situations where there really is no customer on the other end: technically, they aren’t a customer because we provided a full refund — in many instances, we have spent hours trying to help them. We of course still apologize openly and ask that they reconsider their post or tweet (we’ve never deleted any), but all have not done so. What’s a small business to do? Fight or flight are our instincts, too, but just not sure what to do. Yelp is probably the worst we feel because customers who praise us don’t get counted so only those customers who got a full refund are seen online. Very strange predicament which is why I’m here trying to find an answer 🙂 Thanks for letting me rant.
Carole
October 2, 2014Yikes, Barb! That is quite a predicament! Who could blame you for needing to vent?
I know a lot business owners have had similar issues with Yelp, so you’re not alone there (not that that helps!). I think it’s a good strategy to leave the posts there with your response and apology…and outlining what you did to rectify the situation. I’d suggest actively encouraging satisfied customers to post positive reviews because at some point, those will outnumber the negatives. I think most people overlook negative posts/reviews when there are also many positives and when it’s clear that the business has worked with those who believe they’ve had a negative experience – which you’re clearly doing!
I’d be happy to take a look at your pages and Yelp and try to give you some more specific feedback, if you’d like. Feel free to shoot me an email (carole@seeksocialmedia[dot]com) with your links. If I may ask, what type of products do you sell?
Let me know if I can help!
Carole
3 Steps to Combat Social Media Harassment and Intimidation - Top Nonprofits
October 17, 2014[…] user’s Tweets, simply ignoring continued negative comments is a perfectly acceptable approach. Here are other response […]
Kevin Cooper
October 19, 2014Good post. I do perceive the focus to be a bit narrowed to how or whether to engage negative comments from a tangible consumer of goods or services from your company or entity. What if such comments come from a disengaged party?
I just deleted a comment on a video I boosted on Facebook from one of my local bands. This was from an individual that was a friend of a friend, had likely never heard of us prior to viewing the video, and likely is not going to check back to see whether his comment is still there. In this case, I had no relationship to maintain or repair, and was more concerned about maintaining a positive brand presence as this band, which currently is at just under 300 “likes”, is trying to increase its reach.
I think we’re both right in our respective scenarios, but I do believe context needs to be assessed…. “customer is always right” didn’t apply in my case, in my opinion.
Carole
October 23, 2014You make a very valid point, Kevin. I need to update the article to include that there is no need to deal with trolls. There are, in fact, times when a response isn’t needed and deletion of a comment is appropriate.
Thanks for your comment!
Carole
3 ways to help you to deal with negative Facebook comments | Tim Li
October 20, 2014[…] http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Why reply them!? Are they worthy of your time! | The Digital World & Our Minds
October 22, 2014[…] http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Julie
December 17, 2014Hi Carole,
Thanks for this very useful article. May I ask a question related to non-profit service provider. A lady called our crisis line this week in quite a state, came in for services, but left screaming and cursing. She then left a troll-type review on FB accusing us of racism and only helping the poor. I am looking to advise our ED on responding, not responding. Any thoughts appreciated.
My Blog | Social Media does not apply to Country Businesses (Ummm.. no!) - My Blog
January 5, 2015[…] 5 Ways Brands Respond to Negative Social Media […]
Ajay singh
January 7, 2015Great conversation..I how it feels ‘Sun’ shining..but when her down ‘pouring’ a ‘business’ is exactly what about..because its soo easy to show that the ‘negative’ with a business deals with negative ..dealing takes a lot more skill.
Jayson Rivers
January 8, 2015Thank you so much for this article new to this world and I never know how to respond to such negative comments. Thank you
How Should Your Small Business Respond To Negative Reviews and Comments On Social Media? | Dynamic Social Solutions
January 30, 2015[…] “The customer is always right.” We all know that saying. Let’s face it…they aren’t always right. But, they should be treated as if they are. As a small business owner the responsibility falls on you to respond when a client isn’t completely satisfied. The way you react reflects directly on how strongly you believe in your product, service, and your employees. Reacting to a social media review on Facebook, Twitter, Yelp, etc. is no different than what we have all done in the past. Carole Billingsley of Seek Social Media addresses many of these issues in her article entitled, “5 Ways Brands Respond To Negative Social Media Comments (Hint: Only One is Effective).” […]
» Take me to blog about my Christian faith and compassion.
March 10, 2015[…] React calmly and take the high road when negativity shows up in the comments. […]
hyip
March 12, 2015I just came to your article by searching what is the best comment box of social media. I have seen many choice. I see that you are using an open box so any body can participate. Just curious how you manage spam comments?
Carole
August 23, 2015hyip,
You’ve probably already gotten the answer to this. I don’t know what happened, but I’m suddenly seeing old comments that I never received a notification about. =/
I use Akismet plug in and it handles spam wonderfully! Very rarely do I have to deal with them because Akismet catches them.
Sorry for the delay!
Carole
The Cruel Social Media Mob | podlpost
April 23, 2015[…] a very difficult job when responding to negative comments and posts in the social media space. The Seek Social Media blog provided 5 ways that brands can deal with negative comments and […]
Mike
June 18, 2015I own a reviews aggregate system and our motto is “You don’t just get one quote when you get an extension built for your restaurant, so why just rely on what people are saying about your business on one website?” Don’t ignore the poor feedback. See it as the opportunity to improve your business and get it right next time. By just looking at tripadvisor reviews and dismissing them is bad for a business. Similarly reading radiant reviews and basking in the afterglow of believing everything is perfect with your business can be just as detrimental. Owner at http://www.reviewswatch.com
Sexism, Racism and Bigotry Oh My! | Innovations in Health Communications
July 27, 2015[…] (5) http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Reputation Management – 6 Do It Yourself Steps to Success
August 9, 2015[…] respond in anger, it will almost always be portrayed in the response. Counter-act the comment with well-thought out and sincere response to a legitimate concern with you or your business. If possible, make things right to the best of […]
“Forget SUCCESS, Remember DIGITISATION”: Four i’s To Ensure Mobile Marketing Glory | dropitlikeablog
August 23, 2015[…] This is what Kaplan & Haenlein (2012) refer to as the Holy Grail of mobile social media usage. At the end of the day, despite what an organisation says about itself, nothing is more credible than our best friend (or potentially worst enemy): Word of Mouth. Ensure your mobile marketing activities give consumers the opportunity to share positive thoughts and feedback with other users. Similarly, also ensure that negative comments are heavily monitored and addressed ASAP. If you’re unsure of how to turn negative feedback into a golden opportunity, here’s an interesting article on 7 ways to handle a negative comment by Linda Doell (2015) (). Otherwise, if you’re after a more cynical (but amusing) read, try 5 Ways Brands Respond to Negative Social Media Comments. […]
Lara
August 30, 2015Hello, this is wonderful info!
I’m managing a FB page for my church, and of course there are people who disagree or who really dislike the church. They feel the need to come and post their dislike on the page. I wonder, how can I react to that in a professional manner with more than a sincere apology that they feel that way? It’s not like I can change the organization, one in which I believe in fact. And I know telling them their views are wrong is, well, wrong. Do you have any advice?
Cristina
September 8, 2015That’s a great article.
But I have another situation:
A stylist who came for an interview and a trial to my salon, didn’t get the job. I’m not going to get in too much detail, but the guy is seriously deranged. He left the salon shouting and threatening to destroy my business on social media. And he got so far 4 of his friends to write bad reviews for us, pretending they are unhappy customers.
What can one do in this situation?
Negative Comments and Word of Mouth | blogbyayush
September 28, 2015[…] http://searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-195803 http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Tuesday, September 29, 2015 | coadyiwc2015
September 29, 2015[…] http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
ora exacta
October 3, 2015Am aflat aceasta pagina, dupa ce am cautat despre 5 Ways
Brands Respond to Negative Social Media Comments
(Hint: Only One is Effective) pe Google. Se pare
ca informatia dvs e foarte valoroasa, mai ales ca am mai gasit
aici si despre ora, ora exacta, lucruri interesante si folositoare.
Mult succes in continuare!
Social Media Marketing Blog
October 26, 2015[…] Jak reagować, gdy pojawi się #krytyka w #socialmedia? http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Social Media – For Better or Worse? |
November 4, 2015[…] 2015. http://www.seeksocialmedia.com/respond-negative-social-media-comments/ 5 Ways brands respond to negative social media comments [Online] Available from […]
Social Media does not apply to Country Businesses (Ummm.. no!) | Kate Ryan-Taylor
November 29, 2015[…] 5 Ways Brands Respond to Negative Social Media […]
Socially Active | project4group5
December 16, 2015[…] someone’s day. When someone post a mean comment on your post or picture it is best to either ignore it or delete it. Two wrongs don’t make a […]
Effectively spread your blogging message
January 21, 2016[…] React calmly and take the high road when negativity shows up in the comments. […]
Nick Krantz
March 17, 2016Hi Carole,
Although this article is a bit old I somehow stumbled upon it while searching the web for some other content I was after and gave it a good read and it really made a lot of sense to me and its an important message that isn’t really being spread to business owners.
You have given me some inspiration to write an article on this topic as a result, feel free to check it out at http://www.mymarketingmate.com.
Carole
March 24, 2016Fantastic…and thanks! I’ll be sure to check out your article, Nick!
10 Trend & Campaign Hashtag Fails by Big Brands
March 22, 2016[…] yet, create a strategy for campaign flops. By knowing how to handle negative tweets beforehand, you should be able to resolve issues […]
Social Media: Don't make the mistake of counting "likes" - BoardSync Blog
April 8, 2016[…] way, if there is negative feedback coming in through your social media, never, ever respond to it negatively. Sure, you can explain your side and provide information, but you should never sound negative or […]
Social Media Marketing Mark9049 - Book Report - Picture My Travels
April 9, 2016[…] There are some good online resources and tips for dealing with negative comments, such as…. https://www.insight180.com/7-tips-for-responding-to-negative-comments-on-social-media/ and http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Andrew Rutherford
April 24, 2016Nice Post! These blogs are a great source of help and also inspiration. Thank you for the post, there are some great sites here.digital media recruitment
10 best Social Media practices to develope a brand image? – DoDeeds
May 3, 2016[…] offering and adjust your strategy. Make sure to follow them back and respond both to positive and negative criticism. This shows that you care – we all like to get […]
My 10 best Social Media practices to develop a brand image? – DoDeeds
May 3, 2016[…] offering and adjust your strategy. Make sure to follow them back and respond both to positive and negative criticism. This shows that you care – we all like to get […]
How to Survive Your First Hashtag Hijacking | Walls.io Blog
May 18, 2016[…] comments as quickly as possible. Customers on social media don’t like waiting long for a reply. Don’t get defensive or negative yourself. There no use in further alienating an irate […]
Social media reviews – Social Media Makering
May 21, 2016[…] http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
laura Ronderos
June 14, 2016If people leave racist comments on the company’s facebook page regarding religion or subjects like the Halal certification what should I do?? I am not sure how to approach that… I was told to ignore it, but I am not sure that is the right approach.
Carole
June 28, 2016Laura, I wouldn’t respond to racism or hate speech. People who post those types of comments can’t be reasoned with and you’ll find yourself going round and round. Block them from your Page and remove their comments. Sorry you have to deal with that!!
Andrew Rutherford
June 15, 2016Usually I never comment on blogs but your post is so convincing that I never stop myself to say something about it. You’re doing a great job,Keep it up.
Carole
June 28, 2016Thank you!
The Reviews Are In | How Your Manufacturing Business Can Make the Most of Negative Reviews On Social Media - Driven Digital
June 15, 2016[…] to Seek Social Media, even the best of businesses receive online complaints at one time or another. Why? With the social […]
The Reviews Are In | Making Social Media Negative Reviews Work
June 16, 2016[…] to Seek Social Media, even the best of businesses receive online complaints at one time or another. Why? With the social […]
Ron
June 19, 2016Just read this article (http://www.localchannelnews.com/local-business-facebook-firestorm/) where a local restaurant last night just got hammered by an unhappy client on Facebook.. but most of the regulars came to his defense on line… The question is, should he let it be for now or try to make up for it..somehow? That unhappy client has been a “non-happy frequent flyer”.
Carole
June 28, 2016How great for the customers to come to the restaurant’s defense. I’d suggest a sincere, apologetic response and an offer for a small discount on the next visit, free appetizer, or something along those lines. Nothing big, just a gesture of good faith. I’d also respond with thanks to those who defended the restaurant and offer them a little something for their loyalty. Thanks for sharing!
7 Mistakes to Avoid when Building an Online Marketing Strategy | AltusHost
June 20, 2016[…] the people who leave negative comments. Like I said, people do not hold back on social media, but you should not let this get to you. Responding to a negative comment with your own negative comment is a sure way to show people that […]
Celeste
June 20, 2016I have seen some gnarly reviews from customers on social media sites with poorly emotional responses from the business. But the best response to customer complaints was from a little sushi restaurant by my house. It got about 3 months of bad reviews regarding service and food coming out of the kitchen, or sushi chef, taking too long. The restaurant took it seriously and offered a sincere apology to each review. They hired more staff. They told each of the bad reviews to come in for a second chance, mention that they saw it on the site, and they would get a free saki bomb. They extended it to anyone else who saw the bad review. The place has taken off since back then (which was about 3 yrs ago) and now it’s difficult to get a table there. I always was impressed how genuine they responded to each complaint, learned from it, and exceeded expectations.
Carole
June 28, 2016What a great story, Celeste!! Kudos to the restaurant for listening and acting on the feedback! Thank you for sharing.
Can Negative Reviews Be a Business' Best Friend?
August 15, 2016[…] 5 Ways Brands Respond to Negative Social Media Comments (Hint: Only One is Effective) […]
Responding to Negative Reviews Online – Researching Emerging Media
September 5, 2016[…] Billingsley, Carole. (n.d.). 5 Ways Brands Respond to Negative Social Media Comments. Retrieved from: http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Gabriel
September 7, 2016WOW! I came by this article simply because I recently received a negative engagement from someone on social media. My response was to thank them for their insights, since this was someone leaving an opinion (negative trolish one). Never the less, it prompted me to research how to deal with a real complaint. Thanks for this info
Carole
September 10, 2016Hi Gabriel,
I’m glad you found the info helpful! Sorry you’re having to deal with trolls. 🙂
Carole
Andrew Rutherford
September 12, 2016Nice Blog! We have read a few of the interesting content on your website now, and we really like your style. Thanks a million and please keep it up the effective work.
Digital Media Recruitment
Joe Schmo
September 23, 2016T-mobile twitter does a decent job of this every couple of minutes on Twitter.
What to do when things go Negative | socialmeadiajourney
September 24, 2016[…] 5 Ways Brands Respond to Negative Social Media Comments (Hint: Only One is Effective) […]
The impact of the changing landscape on PR | corjm004
November 6, 2016[…] to seek out opportunities to actively engage with their audiences on social media platforms, accept criticism’s they receive and respond in a respectful […]
What About the Haters? | Marketing through Social Media
November 13, 2016[…] Billingsley, C. (2012, June 28). 5 Ways Brands Respond to Negative Social Media Comments (Hint: Only One is Effective). Retrieved November 13, 2016, from http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Using Digital Media Wisely in Cleantech - Ecopreneurist
November 21, 2016[…] write and the comments they leave on various digital media spaces. How you do so helps you to connect, engage, and establish trust with current and prospective clients, increase brand awareness, generate website traffic, and, […]
Using Digital Media Wisely in Cleantech – Rotnaz
November 21, 2016[…] you do so helps you to connect, engage, and establish trust with current and prospective clients, increase brand awareness, […]
Acton Ace
November 30, 2016thanks for sharing such useful tips. Maintaining customer had become more difficult. Customer sometimes become more difficult to handle. I fell it is more important to hear your customer when he is angry. Angry customer is like gold he can give you some very useful information about the a person can face when he is buying your product. complaints are generally similar sometimes things doesn’t go the way they were supposed to like manufacturing defect in the product, delay in delivery, product not being up to expectation and many more. Try to reach your customer before things go worse you should try to do is get them into a more agreeable frame of mind. We all like to feel that we’re special, so even if the customer’s complaint is a common one take the time to make them feel heard. You can do this by acknowledging not just the facts of the situation, but also how it made them feel. No one is ever going to be more honest with you than an unhappy customer. It also gives you the opportunity to gain valuable insight into whether any internal processes need to be fixed when dealing with customers so make sure to take detailed note. For more info. goo.gl/jXp5ae
PJ
December 1, 2016Absolutely agree. Unless I have a particularly good reason to, I try to never do business with a company that ignores reviews (or deletes them, which is more easy to spot than some companies seem to think).
Jeremiah Say
December 6, 2016It’s not easy to deal with negative comments. I am always controversial in my comments and needless to say I faced a lot of rejections. It used to hurt very much at first but after awhile, I somehow get used to it and it hurts lesser and lesser as time goes by. Great tip by the way!
Site Above Solutions
January 5, 2017Neat tips! A negative comment should not be replied with a negative comment as well or otherwise a heated argument could happen. It will help to always keep in mind that negative comments are unavoidable. If none of those tips of yours worked to resolve a discussion, immediately bring it offline (Make the negative commenter feel that you are serious about solving the issue. Plus, the lesser the audience the more peaceful it gets).
Martin
January 8, 2017Hi Alison,
Thanks for putting articulating this important issue.
I totally agree with the ‘only’ correct option: #5 Offer an apology AND a solution.!
All the best and look forward to reading more of your work.
Regards,
Martin
http://www.q6digital.com.au
Andrew Rutherford
January 11, 2017Great content,thanks for sharing. Picked up some good and valuable insight.
media sales jobs
zovian Technologies
January 17, 2017with social media quiet being a relatively new way to engage along with your clients, i discover more of companies do no longer have an powerful way to reply to negative comments.
thank you for sharing a very useful and informative
Social Media Etiquette for Your Business - Successful Blog -
January 18, 2017[…] skin every now and then, but avoid the temptation to strike back on social media. If you decide to respond to any negative comments, always do it in a professional […]
Social Media Etiquette for Your Business — BUSINESS TRENDS
January 20, 2017[…] skin every now and then, but avoid the temptation to strike back on social media. If you decide to respond to any negative comments, always do it in a professional […]
Effectively Handle Negative Social Media Comments With These 6 Tips | Rain Retail Software
February 1, 2017[…] you handle social media complaints effectively, suggests Seek Social Media, frustrated customers will demonstrate their appreciation by spreading the word about your great […]
No, Social Media Won't Kill Your Job Board - RealMatch
March 1, 2017[…] Seek Social Media lists several ways that businesses tend to respond to negative comments: […]
Challenges of Making a Brand Social – Caffeine & Calluses
March 5, 2017[…] Billingsley, C. (2013, April 30). 5 Ways Brands Respond to Negative Social Media Comments (Hint: Only One is Effective). Retrieved March 05, 2017, from http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Phoebe Yong
March 16, 2017“Delete them” Haha i’m glad somebodies not afraid to admit it! Great read and definitely going to implement this with our many clients.
Carole
April 17, 2017Thanks, Phoebe!
Carole
Keep the Ball Rolling! | Alloway's Word
April 2, 2017[…] Respond to Negative Social Media Comments (Hint: Only One is Effective)” By Carole Billingsley http://www.seeksocialmedia.com/respond-negative-social-media-comments/ “The Secret to Business in 2017?” by Xavia Bree Alloway […]
When Criticism Comes With the Job
April 10, 2017[…] “5 Ways Brands Respond to Negative Social Media Comments” (Hint: Only One is Effective) and “10 tactics for handling haters on Facebook“ […]
Social Media Management, am I who I need to be? – The Hot Blog Spot
June 11, 2017[…] Billingsly, c. 2017 5 ways to reply http://www.seeksocialmedia.com/respond-negative-social-media-comments/ […]
Site Above Solutions
June 20, 2017Insightful read. Well, I believe that negative comments should not be replied with a negative comment as well. Respond with respect and polite words. If however this does not work you either ignore and delete the comment or answer it offline (e.g. via e-mail). Keep in mind that you should not lose your temper over a comment publicly.
11 Ways to Get More Comments on Your WordPress Blog - Top 10 Website Hosting
August 29, 2017[…] course, comments can come through positively or negatively and you still have to manage them carefully to get the right outcome. However, if your site is […]
Denise Mansfield
October 23, 2017While this article sounds ingenius print, I am a real life small business wedding florist of 40 years. The brides (and her family) have become absolutely vicious over the past several years. Thank you, Pinterest, thank you social media, for this watchdog method of doing business.
Don’t take it personally, you advise?? My business is based on building personal relationships with people. I am now “flowering” weddings for the granddaughters of brides of years past. These people bond with me as well. These events are life events, and I realize, acknowledge, and try my very best to accommodate their every wish through the design and artistry of flowers.
Yes, I am a business, yes, mistakes are made on occasion, but when these unhappy brides turn on you and take to social media, hide behind their computer screen in the hopes of “I’ll show you” , it hurts. It hurts deeply, emotionally, mentally, and, financially. They act as if the mistake was done with full intentions.
This absolutely blows my mind.
Whoever coined the phrase ” the customer is always right” was clearly never a business owner.
I couldn’t have gotten this far in business by screwing people over. I am fair in all aspects, and I will bend over backwards to help rectify a situation if a customer is unhappy, but I will NOT tolerate being attacked by bully customers.
Suppress Bad Comments Online With Guaranteed Removal
December 12, 2017[…] Bad comments are negative, by their very nature. However, they are actually a good thing, so long as you treat them properly. They are good because they offer an opportunity for you to learn how you can be even better. They are also an opportunity to show other customers that you know how to listen and you truly care about your customers. Hence, when you see a bad comment, you need to apologize and try to offer a solution. […]
Evgeny
January 15, 2018Often there is a problem to ‘catch’ all the comments unless you’re constantly jumping between your company’s FB Page, Twitter profile, Instagram account and YouTube, and nobody wants to do that all day. There is a great tool to catch all comments in one place, send alerts by email or Telegram to team members, so the one available can respond – https://chotam.io
Small Business Social Media Do's & Don'ts - InCredibly
January 25, 2018[…] Delete Negative […]
Robert James
February 16, 2018Great post. I’ve already shared your article with a couple newbie bloggers. Thanks!
Reflection on Social Media Case 5: Paypal Deleted Comments – Karla Urie
February 20, 2018[…] online. When PayPal posted to their Facebook page they opened themselves up to ridicule. Which can be the case anytime a large company posts on social media platforms. There will always be both negativity and positivity associated with social media posting. Where […]
Emenike Emmanuel
February 20, 2018Hello Carole,
This is an interesting piece. I recently published a post on this same topic because of the manner social media bashers are increasing these days.
There’s so much hate comments these days.
Someone said it’s because of the commercialization of social media while others believe that sadists do exist who will never see any good thing about you.
I watched some negative comments ruin an expert’s Facebook ads the other and I said I must write something to that regards to help my readers to be better equipped to deal with them when they come.
Like you said, responding to the complaints and offering solution immediately is a good way to go. When you apologize and offer a customer a solution, you win their loyalty forever.
One big mistake everyone must avoid like a plague is going into unproductive argument with them. First, they will wear you out and secondly, you will bring disrespect to your brand.
Thanks for joining force with us to share on this. I’m writing on this same topic for the second time now. I do hope to produce more contents on that.
Keep your good work going.
Emenike
Carole
March 31, 2018Thank you, Emenike! My apologies for the late response. I wasn’t getting notifications for some reason.
You summed it up nicely! Thank you for teaching your audience how to properly respond. I’ve watched business owners go down in flames by getting into arguments with hateful people. Once it escalates, it’s difficult to bring it back down.
Keep up your good work, too!
Carole
7 Critical Steps to Avoid a Social Media Crisis - The Content Factory
May 25, 2018[…] critical step toward avoiding a crisis is professionally responding to negative social media comments. Any time you reply to criticism in a public forum, imagine […]
Drell Torres
July 25, 2018Definitely, we can’t please everybody. That’s why everyone is stressing for negative reviews on their social media account. Thanks for sharing your tips on how to deal with it. Indeed, very helpful! Cheers!
Mit kezdjük a (negatív) kommentekkel? – Elnézést kérni ÉS megoldást kínálni! – Brandbook
July 26, 2018[…] lehetséges teendőket stílszerűen egy, a kommentekkel kapcsolatos magatartással foglalkozó írás egyik kommentje foglalja össze. Eszerint például az éttermek öt módon reagálhatnak az őket […]
Kristine Chua
September 17, 2018To be honest I do not know what is the solution for this as we are unable to remove the fake reviews. It’s so easy for the competitors to leave the fake reviews at your google business. Is there any way we can check/verify the user’s profile whether it is real or not?