How to Manage Negative Social Media Comments

Written by Team SI on Wednesday, June 22, 2016

Let’s face it, no one is perfect and we can’t make everyone happy. This concept is no different for businesses. Companies are going to get tagged in a message written by an angry customer from time to time. It is how you deal with the comment that makes a difference. Below are six steps you can take when this happens to your business. 

1. Read the message carefully

Understand why the customer is mad and start thinking about how you can help solve the problem.

2. Take a screenshot

It’s always good to have evidence and document the negative message. It can be used in future training, and if there are ever any legal issues you’ll have documentation.


Remain transparent with your audience. The only case where this is acceptable is if the review uses profanity or is derogatory (use your judgment). If you get in the habit of deleting negative comments instead of dealing with them head-on, it suggests that your business has something to hide. 

4. Respond promptly 

Timeliness is key. Most users expect to see a response within the same hour they write the comment. It’s a good idea for your business to have a plan ahead of time for these situations so your employee handling the comment knows what to do and can respond promptly. 

5. Never lose your cool

Draft a response and then reread it. Remember, your response reflects how your company deals with negative situations. Customer service is key. How would you want someone to reply to you if you left a negative review/comment? 

6. Respond 

Send your response and try to always include an apology and a proposed solution. This is your chance to make an unhappy customer happy and enhance your brand’s reputation! 

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