This is an issue that affects many social media users: how do you respond to negative social media comments ? It might seem easier to handle them than in real life, but negative social media comments can become a bitter issue for many administrators that have to defend their brand. And this has to be made using the right tone and words that can convey the right message.

What business hasn’t experienced at least once in its existence a horrible situation? A misunderstanding, a nervous client, a bad product etc. These are all reasons that can cause unpleasant moments and as a brand that wants to expand and grow, one must learn how to deal with pissed people. Mainly because they have the liberty to express their dissatisfaction and through this, they can influence they way in which other clients might perceive your brand.

Negative social media comments? How do you handle them?

1. Know it before acting. It might come as a surprise to you, but some negative social media comments might come on different social media platforms. And it is only normal that you cannot be everywhere, so try to be alert on all comments that include the name of your brand or make references to your products. Google Alerts is a great way to stay connected to the latest gossip.

2. Public-private relationship. The negative social media comments can be approached from a rather simple perspective. Apologize publicly through a tweet or Facebook post and then take things to the private room. Whether you are thinking at e-mails, phone calls or private messages, the idea of talking in a private space is perfect. This way your clients will know that their opinion matters and their satisfaction is very important to your company.

3. Ignore trolls. It is okay to try and answer all the negative social media comments that you receive, but sometimes, people just want to mess with your success. Don’t give them that satisfaction! Your time can be better spent than trying to please some people that just cannot be pleased. Check their profiles and general credibility before answering their negative social media comments.

4. Thank you! Yes, it might sound weird to thank people that just made your brand cry, but learn how to reward the clients who know how to express their complaints in a civilized manner. Let everyone know that their negative social media comments are not resented, but seen as a way of improving the quality and efficiency of your products.

5. Be prompt and admit when you are wrong. Don’t allow negative social media comments linger more than necessary because people might get the wrong impression. By admitting that you have made a mistake and trying to fix it you show clients that you are a responsible company that takes credit for everything (bad or good). A few negative social media comments are not going to shut you up even if you are wrong. Just try not to beat around the bush.

Negative social media comments can rely affect a business if they are not attended properly. Try to find a balance between good and bad and you will see that things will rapidly improve.