How to Deal With Negative Comments on Social Media [+ Examples]

By pvaughan@hubspot.com (Pamela Vaughan)

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While brand-bashing is nothing new, the internet and social media platforms make the comments from these meanies even more lasting and impressionable.

And because some social networks like Yelp and Twitter make it easy for people to set up fake profiles, the anonymity that people can achieve on the internet makes some more comfortable with losing all sense of decency, respect, and good manners.

So what’s the best way to deal with the negative comments that crop up from time to time? Let’s find out.

Let’s discuss these strategies in detail.

1. Respond to the comment as soon as possible.

Don’t delay. Don’t let negative comments linger. The more time you let them go unanswered, the more time others have to see that someone has complained and you haven’t responded.

Instead, address negative comments as quickly as possible to prevent them from bubbling up into something potentially more damaging. A negative post on your Instagram post or a tweet at your company’s Twitter account, for example, is much less of an issue than a nasty blog post, which can have a much longer-lasting effect.

Responding quickly will show the naysayer you’re listening, and you care. It will also alert others of your dedication to your community members.

2. Be apologetic.

If someone is complaining about your products, services, or anything else, say you’re sorry. It doesn’t matter if their complaint is warranted or not; you’re better off taking the “customer is always right” approach.

It doesn’t make sense to get in a public cage match over just one complaint, and others will respect you for apologizing upfront. If the person you’re dealing with is complaining over something silly, others will realize that, too, and won’t think anything of it.

3. Discuss the problem privately.

React publicly first, then take it privately. For example, if someone is being particularly difficult, take your communication with them to a private channel.

First respond publicly, whether it’s via a tweet or a comment on their Facebook wall post, and then send them a private message so you can chat with them over email or the phone, explaining to them you’d like to discuss the matter in a way that offers them a more personal experience.

This way, you give them the attention they’re vying for without making your interaction public for all to see.

4. Appreciate their feedback.

Treat complaints as constructive criticism or feedback. Sometimes that’s all they are. People want to be heard, and they want to know they’ve been heard.

So after you’ve apologized for their unsatisfactory experience, let them know their feedback is appreciated and that you’ll seriously consider their suggestions for improvement.

Then actually follow through. Send their feedback to your product team or the appropriate person within your organization. By responding to negative feedback, you can turn angry customers into happy, loyal ambassadors.