Social media is a double-edged sword for businesses. On one hand, given the mass of people that use it, a well-constructed social media strategy can make you reach out to more customers than you ever thought. On the other hand, social media is very easy for others to use, meaning those you are selling to can post just as easily as you can.

This means that at some point the social media manager of your business is going to have to deal with negative comments that have been posted about you. A lot of these are going to comment that are blatantly just to make a joke and antagonize, while others are going to be clear criticisms of your brand that you will need to address.


What Should You Do When You See a Negative Comment on social media?

There are a few options available to you when you come across a negative comment about your business. Sometimes it might be best to just ignore them (this is usually the case when the comment is blatantly a troll). However, other comments will need to be addressed. Without addressing them, they could negatively affect your brand’s reputation and affect how it is perceived online.

When you first come across a negative comment, you might find that your instinct is to respond in a similar tone so that you can put the author in their place. Hold back on your instinct as this approach doesn’t usually work out well.


Consider Removal

Removal isn’t always a good idea because you want to create transparency with your audience. If you simply remove any negative comment they upload about you, this will not happen. Not to mention, a lot of the time you won’t be able to remove a comment anyway.

If a post is blatantly untrue and simply there to harm your reputation with unsubstantiated claims, you should always consider removing it. You can contact the likes of Google and social media sites asking them to remove negative and clearly untrue statements as and when your business receives them.


Don’t Ignore the Legitimate

If a comment is legitimate then you should make sure that you’re replying to it, regardless of whether it is a neutral comment, positive or negative. Social media is a highly effective tool for marketing, but it only works if you can maintain your public relations. The best way you can do this is by connecting with your followers and actively engaging with them. This makes you a lot more approachable and personable as a business.


Apologize Sincerely

If the comment that you have received is negative, then you need to apologize with sincerity. It doesn’t matter whether you agree with the comment, you need to take on a “customer is always right” approach when responding to negativity. This is the first proper step when you are trying to resolve conflict. Ensure your apology is acknowledging the complaint. If your response lacks empathy and understanding, it could only go to further damage your reputation.

If there has been a storm of negative comments about the same issue, then you should be sure to post an apology on behalf of the entire company as it may be counter-intuitive to send template responses to every comment. Simply copying and pasting the human sincerity that you’re trying to convey will come across as anything but sincere.


Move the Comment from the Spotlight

To resolve the conflict, you should move the conversation away from social media. Get your customer to write to you via email or in a direct message. You shouldn’t start exchanging words in a comment thread because this will further promote negativity toward your brand. As such, if you want to resolve the issue but also keep your brand’s image intact, then you should be sure to discuss the problem one-on-one.


Create Positive Comments on Social Media

One of the best ways that you can combat negative comments is by generating just as many positive ones. This will minimize the impact that the negative can have on your brand’s image.

An effective way to ensure that you are staying on top of the comments being made about your brand and generating enough positive comments to counteract them is by enlisting the help of a reputation management company. These will be able to make your positive comments climb to the top of Google and clean up your negative google search results in the process.

Think of it like this, if you receive 20 negative comments and 5 good ones then this will be devastating to your business. On the other hand, if you have 20 negative comments and 100 good ones, it won’t damage your brand that much.


How to Notice Negative Comments

If you want to stay on top of the comments that have been made about your business and manage your negative reviews, then there are some great tools you could use. These include:


  • Brandwatch: This will help you check any mentions that your business has received on the web.
  • Google Alerts: You can use this to watch what people are saying about you online but also what sites are saying about your rivals.
  • Social Pilot: This is a great tool to use when watching what people are saying about you on social media websites.


Do You Need Help with Managing Your Online Reputation?

Social media can be an incredibly effective way to promote your business and reach a wide audience. It can also damage your brand as it is a place where customers can place negative comments about your organization. It is important you stay on top of these comments as if left unattended they can damage your business’s reputation.

If you need help with monitoring your online reputation and removing negative comments from the web, you should be sure to enlist the support of an online reputation management organization such as Igniyte.

Here at Igniyte, we will be able to sit down with your business, understand your current position and help you think up the best way to move forward that will help your business and improve the way you are perceived by the public.

If you have any further questions on our process or how else, we can help your business then please do not hesitate to get in touch.

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