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?

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.


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.


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 with the full details, so we can make it right”?


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?”


“person using black smartphone” by Thought Catalog on Unsplash

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.

(she/her) Copywriting Expert and Sales Coach for service-based entrepreneurs. Inclusive approach to success. Squirm-Free approach to sales.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store