Haters gonna hate: how to handle negative comments on social media like a pro

by Ankie Vanwonterghem · 12/04/2024

In today's hyperconnected world, it's easier than ever for customers to tell their opinions about brands, both good and bad. And let's face it, negative comments are inevitable. Whether it's a bitter customer, a troublemaker, or just someone having a bad day, chances are you'll encounter some negativity on social media at some point.

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So how do you handle these situations without letting them turn into a full-blown crisis? Here are 5 tips to help you keep your cool and protect your brand's reputation:

1. Take a deep breath and stay positive

It's easy to get defensive when someone is attacking your brand, but it's important to remember that they're probably just venting their frustration. Resist the urge to lash back or make snarky comments. Instead, respond positively and professionally.

2. Move the conversation to private chat

If the negative comment is particularly inflammatory or if you need to gather more information, suggest taking the conversation to private chat. This will help to defuse the situation and keep it from escalating in front of a public audience.

3. Respond quickly, but don't rush your response

It's important to show that you're paying attention to your customers' feedback, so try to respond to negative comments within a reasonable timeframe. However, don't just blurt out the first thing that comes to mind. Take a moment to collect your thoughts and come up with a thoughtful response.

4. Be honest and transparent

If the customer has a legitimate complaint, own up to it and apologise sincerely. Don't try to make excuses or shift the blame. Instead, explain what went wrong and let them know what you're doing to fix it.

5. Discuss internally

Never sit back and do nothing when you receive negative comments. Make sure that a solution is sought or that complaints are addressed internally to avoid this in the future.

By following these tips, you can effectively manage negative comments and show customers you care. Remember, even the best brands get negative feedback from time to time. Want expert help managing your online community?

We're here for you at hello@welikeyou.social.