No one likes to see negative reviews or comments on their social media sites, especially when it is business related. Unfortunately, no one is perfect and it’s going to happen. It’s how you handle it that is important. The more the negativity is fed the longer it will stay around (hence the title Misery Loves Company). That is why it is important to handle it appropriately.
Here are some tips to help you handle negative comments and reviews on your social media sites.
· Address the issue head-on. Let the individual or individuals know that you have acknowledged their negative experience. Ignoring it will only fuel the frustration and open a door to more negative conversation. Remember to respond as a business owner, not as someone looking for a debate. Keep it professional!
· Check the security settings on your sites. Make your social media sites are set up where comments are welcome, but open posting is not an option. This will minimize the direct access to your page. Individuals can still make comments or send messages; they just cannot directly post to your page.
· DON’T TAKE IT PERSONALLY. I know this is easier said than done; but realize that more than likely the person is upset about a service or experience not at you. We have all had bad experiences.
Negative reviews or comments shouldn’t scare anyone away from social media. This is a part of any business; it is how they are handled that is important. Be professional, grow a thick skin, and remember it will only sting a little. A negative review can very easily turn into a positive one!