Let's start a conversation. This will make things worse and you will lose your credibility in front of other people that might see your comments. Contact the commenter privately. This hypothetical situation about cookies can be applied to most products or services. If you are called out on something, chances are there may be some truth to the matter. Let’s hear it in the comments, the best way to learn is from experience even if it’s somebody else’s! Whether or not to delete the comment is a dilemma which you need to address on a comment-by-comment basis. "why did we ever start doing social media in the first place?" Remember, your social media page is YOURS. You can’t always make this an official policy (see article referenced above from SHRM), but discussing written guidelines during an employee review can also go a long way. A Social Butterfly’s Guide to Social Media, Random attacks that are completely invalid or don’t make sense, protect confidential and proprietary information, don’t us company logos on personal social media accounts, clearly identify your opinions as your own. The point of social media is to create “virtual relationships” between customers and brands, to humanize the brands and have friendlier and less formal interactions with their clients. the financial industry, healthcare providers) , and others are making headlines for demanding potential employees' Facebook user names and passwords, which seems a bit extreme. 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There is no point in trying to convince someone that doesn’t want to be convinced, so why continue the argument. If you’re able to have a private conversation, see if the original commenter would mind removing the post. You don’t want to give the impression that you have something to hide. Your audience will only mind that you’re deleting things if you are trying to hide something. What’s even more frustrating for the customers is deleting their comments. So in case you missed the first point that I made so far, Never, Ever avoid or delete bad comments! It’s your company’s duty to respond. If you’re inclined, wait it out a bit before replying. Just state that most of your clients LOVE what you provide. When dealing with nasty ones, I always think of a funny yet witty clapback..then comes the dilemma ‘to post or not to post’ , Your email address will not be published. Just for example’s sake I had a staff member tweet about an instance of slow connection time on her Verizon internet service (she really does like Verizon and feels it’s usually pretty fast!) Companies deleting truthful comments are only showing their audience that they aren’t to be trusted. I love their cookies.”. 5. What do you think are the best ways to deal with negative comments and reviews? If the negativity continues, try to resolve and ask the commenter to consider removing the post. Whether on Twitter or Facebook, you can contact the negative follower by direct message. Respond politely with something like, “Sorry to hear that. Develop social media guidelines. If you have an active online community who loves your organization, they won't let this negative commenter get away with it. Responding to comments on social media can be a real pain sometimes. (function(){var qs,js,q,s,d=document,gi=d.getElementById,ce=d.createElement,gt=d.getElementsByTagName,id='typef_orm',b='https://s3-eu-west-1.amazonaws.com/share.typeform.com/';if(!gi.call(d,id)){js=ce.call(d,'script');js.id=id;js.src=b+'share.js';q=gt.call(d,'script')[0];q.parentNode.insertBefore(js,q)}id=id+'_';})(). Keep in mind, friends of the “banned commenter” may still be able to see their posts, but new page followers usually won’t (unless they are already connected to the comment maker). If you mention either of their names on Twitter, these companies will respond— and fast. They’re everywhere! If you have a large, active audience that mentions you often but you don’t have a dedicated social media person on staff, consider setting up a service like Mention which alerts you to what people are saying about your organization online for a nominal monthly fee. Also, many people when asking for help online, mistakenly believe that you know exactly what they’re talking about and may send messages like “it doesn’t work”. One thing to remember on all accounts is you can do your best to try to manage your reputation, but you cannot control other people’s behavior. The Society for Human Resource Managers (SHRM) has a great article on this. While this may make perfect sense to them when they write it, you do need to ask them to be as clear as possible. Respond politely with something like, "Sorry to hear that. If some unsatisfied customer is rude, the best method is to be as kind as possible and help them to solve their issue, if they allow it and continue conversation. Regardless of what you call it or what type of business you represent, it’s probably a good idea to err on the side of caution. Some customers get really frustrated when support is slow or when their feedback is ignored especially while the promotional material is being pushed at them. And yet, we want to encourage our employees to make responsible use of social media as often as we can. Guidelines are essential. Don’t you want to know if a customer has a complaint or disagreement. We make mistakes. 1. As long as the negative comment is not a truth that you should really address anyway, feel free to delete. What may seem like common sense to some, is foreign to others, so spell it out. Helping them better tell their story and grow is why we are in business. Something Verizon also does is take the conversation from its main account (@Verizon) and to (@VerizonSupport), which is a great move. Keep posting your great content. What could you have done better? This will make them really angry and not only that they will choose a competitive product, but they will spread the word to their friends. On social media and generally in all online dealings things can be misinterpreted quickly, unlike when talking with someone face to face when you have mimics and gestures to help you understand what the other person is trying to transmit. As a small business owner or consultant, you're busy, and each day, more and more demands are made on your time. You don't want to give the impression that you have something to hide. 6 Level Classification System: Edit and adapt it. Be confident in all situations handling negative comments, managing trolls and crisis situations. I love their cookies. Especially if you have to deal with negative comments. It's your company's duty to respond. Follow these five tips to learn how to respond to a bad review on your social media. What to do when the negative comments start popping up on your page? But friendlier doesn’t mean ignoring the negative comments.

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