How to Respond to Negative Social Media Comments?

With nearly 4 billion active users, social media is a powerful tool that brands can use to achieve their business objectives.

From customer service to brand awareness, social media, branding can be beneficial in a variety of ways.

But it could also go the other way. A negative comment can reach millions of people just as easily as your brand campaign.

This negative comment may tarnish your brand’s reputation if not handled properly.

Negative social media comments will happen to every brand at some point; it is impossible to avoid social media trolls forever.

However, if you don’t ignore such comments, they don’t have to be a completely negative experience.

 

Let’s go over these tactics in depth.

• Respond to the comment as soon as possible
• Be Apologetic
• Discuss the problem privately
• Appreciate their feedback
• Ask them how you can help, and help
• Don’t delete their comments
• Pick your battles

Respond To the Comment As Soon As Possible

Don’t put it off. Negative comments shouldn’t be avoided. The longer you ignore them, the more time others have to notice that someone has complained and you haven’t responded.

Instead, respond to unfavorable remarks as soon as possible to avoid them from escalating into something more serious. A poor Instagram post or a tweet from your company’s Twitter account, for example, is considerably less of a problem than a scathing blog article, which might have far-reaching consequences.

 

Responding immediately will demonstrate to the septic that you are listening and caring. It will also inform others of your commitment to your community members.

Be Apologetic

If someone complains about your products, services, or anything else, apologize. It makes no difference if their complaint is justified or not; you’re better off following the “customer is always right” approach.

 

It makes no sense to engage in a public brawl over a single complaint, and others will appreciate you for apologizing right away. If the person you’re working with is whining about something trivial, others will notice and make no comment.

Discuss The Problem Privately

Respond publicly first, whether through a tweet or a remark on their Facebook wall post and then send them a private message so you can chat with them through email or the phone, saying that you’d like to discuss the subject in a more personal way.

You may offer them the attention they crave without making your interaction public for all to see.

Appreciate Their Feedback

Complaints should be treated as constructive criticism or feedback. That’s all they are at times. People want to be heard and to know that their voices have been heard.

So, after you’ve apologized for their bad experience, tell them how much you value their feedback and how seriously you’ll examine their suggestions for change.

Then actually carry it out. Send their suggestions to your product team or the right person within your company. You can turn angry customers into happy, loyal and satisfied ambassadors by responding to negative feedback.

Ask Them How You Can Help, And Help

If the comment you’re dealing with is obviously offensive and devoid of context, apologize to the commenter and ask how you can assist make the situation better.

Then one of two things will happen: they will respond with something you can act on, or they will be so taken aback that you replied and have nothing else to say. In either case, you’ll have reacted professionally.

Don’t Delete Their Comments

If the comment you’re dealing with is obviously offensive and devoid of context, apologize to the commenter and ask how you can assist make the situation better.

Then one of two things will happen: they will respond with something you can act on, or they will be so taken aback that you replied and have nothing else to say. In either case, you’ll have reacted professionally.

Pick Your Battles

Some people produce noise simply for the sake of doing so. They are attention-seekers who simply like to stir up controversy.

It is essential to determine which messages merit a response. Does this individual have a fan base? Are other individuals responding to what they say?

It is necessary to maintain track of these individuals and watch what they say, but it may not always be worthwhile to engage with them.

Quick Reactions Win the Fight, but Kindness Wins the War

Making a caustic retort and putting a troll or negative person in their place may feel nice at the moment. However, most of the time, responding is simply not worth it.

Using the advice presented in this essay, you may effectively manage unfavorable comments on your social network pages. In addition, you can design a social media crisis management plan, to assist you to transform negative comments into great PR.

You can also provide us with your feedback at ask@urbanarts.pk   Reach out to the leading digital marketing team of URBAN ARTS  or call us at +92 (51) 2724965 at any time we will be happy to assist you.

With the right mindset and the right information, anything can be accomplished. If you’d like to add more to this article, share your thoughts below in the comments section.

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