Malicious CommentsĬomments that contain profanity and offensive language fall into this category. So, once trolling has been identified, ignore the comments altogether.
#Negative nancy review how to#
How to deal with trolls:Įngaging them might be your first reaction, but that’s exactly what they want. Unfortunately, they aren’t genuine customers with real complaints and are pretty annoying. This, in turn, detracts from your social media posts and redirects attention onto themselves and their ridiculous comments. Their outrageous comments are oftentimes untrue and intend to get other people riled up. These people (or robots?) just want attention and cause problems for you. Trolls are the bane of social media, especially Facebook and Twitter. Apologize for any inconvenience, verify the problem, and offer customers a solution. You should respond swiftly to all customer complaints.
As the name indicates, these comments are from customers that have problems using your product or service. These are the most common negative comments you’ll receive and the most important of the four. Here’s what each type means and tips on how to handle them. Does this person have a following? Are other people responding to what they’re saying? It's essential to keep these people on your radar and monitor what they're saying, but it might not always be worth engaging with them. It's important to decide what's worth responding to. They're attention-seekers, and they just want to stir up some controversy.
Some people make noise just for the sake of making noise. If you delete their comments, it’ll look like you’re hiding something which isn't good for your brand. Those with legitimate complaints can be incensed by your censoring, and remember, current and potential customers are also watching. However, if they have genuine complaints, deleting their comments is a huge mistake. For example, if they use offensive language or are commenting off-point, there’s no danger in deleting the comments. There are some times when it’s fine to delete negative comments. Either way, you'll have responded tactfully. Then, one of two things will happen: They'll reply with something you can actionably deal with, or they'll be so taken aback that you replied and have nothing more to say. If the comment you're dealing with is blatantly offensive and lacks context, tell the commenter you're sorry they feel the way they do and ask them how you can help make the situation better. By responding to negative feedback, you can turn angry customers into happy, loyal ambassadors. Send their feedback to your product team or the appropriate person within your organization. So after you've apologized for their unsatisfactory experience, let them know their feedback is appreciated and that you'll seriously consider their suggestions for improvement. People want to be heard, and they want to know they've been heard. Treat complaints as constructive criticism or feedback. This way, you give them the attention they're vying for without making your interaction public for all to see. For example, if someone is being particularly difficult, take your communication with them to a private channel.įirst respond publicly, whether it's via a tweet or a comment on their Facebook wall post, and then send them a private message so you can chat with them over email or the phone, explaining to them you'd like to discuss the matter in a way that offers them a more personal experience. React publicly first, then take it privately. If the person you're dealing with is complaining over something silly, others will realize that, too, and won't think anything of it. It doesn't make sense to get in a public cage match over just one complaint, and others will respect you for apologizing upfront. It doesn't matter if their complaint is warranted or not you're better off taking the " customer is always right" approach. If someone is complaining about your products, services, or anything else, say you're sorry. It will also alert others of your dedication to your community members. Responding quickly will show the naysayer you're listening, and you care. A negative post on your Instagram post or a tweet at your company's Twitter account, for example, is much less of an issue than a nasty blog post, which can have a much longer-lasting effect. Instead, address negative comments as quickly as possible to prevent them from bubbling up into something potentially more damaging. The more time you let them go unanswered, the more time others have to see that someone has complained and you haven't responded. Respond to the comment as soon as possible.ĭon't delay. Let’s discuss these strategies in detail. Respond to the comment as soon as possible.
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