How to deal with negative comments on your brand’s social media — in three simple steps
Negative comments on your brand’s social media. Aren’t they just the worst?
You’ve put time, effort, energy, creativity (and a lil’ bit of your own soul, let’s be honest) into carefully crafting your content, and then someone goes and ruins your fun by leaving a negative comment on one of your pics.
Ugh. Way to kill the vibe. What now?
I recently supported a client through one of these icky situations, so thought it might be handy to share some tips. Here’s my simple three-step plan of attack for dealing with negative vibes on your page. Here we go.
1 — DO NOT IGNORE.
Imagine you’re a customer trying to make an in-store complaint and the cashier is flat-out ignoring you. You’re going to start waving your arms around, raising your voice, pushing past happy customers, and generally causing a bit of a scene so you get noticed.
Same applies online.
The more you ignore them, the more likely they are to start leaving more comments all over your pics, moaning about you in their stories and generally bringing the vibe down.
Nip it in the bud.
2 — TAKE THAT SH*T OFFLINE.
Publicly acknowledge the comment and how the peraon feels (so your audience can see that you’re listening, too.) Then, immediately take the conversation somewhere a lil’ more private. You don’t want something to potentially escalate where your other followers can see.
Whether it’s email, a DM, a phone call or somewhere else, just make sure this isn’t playing out in public.
For example “Hey friend, sorry you didn’t like the way this caption was phrased, we’re about to slide you a DM” or “Yikes! That doesn’t sound like a good experience, could you email us at firstname.lastname@example.org with the full details, so we can make it right”?
3 — COLLABORATE ON A RESOLUTION.
Once you’re in private, resist the urge to start apologising and grovelling, or worse, get defensive or start making excuses.
Often, what people want most is to simply feel acknowledged and heard.
I’d suggest asking your complainant for their ideas/input. Why not try something like “Hello, here’s the DM as promised. You seemed really upset in the comment you left on our recent pic about popcorn. The last thing we want is for any of our followers to feel left out — do you have any suggestions for how we could have phrased it better or any fave accounts we can learn from?”
And it’s that simple! Don’t ignore them, take it offline, and collaborate on a resolution. Still stuck for words? Comment below and I’ll be happy to help.