Dealing With Negative Comments In 3 Steps
Editor's Note: This post has been updated with new links and content.
Updated on: July 20, 2022
Can you delete comments from Facebook Ads? More importantly, SHOULD you?
In an era of online trolls and fake accounts, you are bound to get negative comments on your social media posts.
It isn’t necessarily a matter of if you’ll get these types of comments, it’s when.
And the more popular you become and the more followers you get, the more frequently you’ll experience it.
Getting a negative Facebook comment doesn’t mean your Facebook ad is failing or people hate the product. It could just be a competitor, someone who has had a bad experience, or simply someone who writes terrible reviews or irrelevant comments for their own entertainment.
Luckily, you can take steps to have a plan in place. By doing so, you’ll know just what to do when you get that nasty negative comment on your post.
Step 1: Don’t delete the comment.
As much as you just want to make that offensive comment go away, don't. Leave it up.
If someone disagrees with your viewpoint or has a differing opinion, there is no need to remove their comment. If you delete their offensive comment, it could just upset them further. That can lead to additional comments, negative social media reviews, etc.
However, if their dark post featured something vulgar, threatening, or trolling, feel free to delete the comment. In addition, studies show that ads with comments and engagement, whether positive or negative, get more click-throughs than ads without any comments.
Bonus Tip: Did you know you can hide comments?
Click the arrow in the top right corner of the comment and click “Hide Comment”. The commenter and their friends will be able to see their comment, but other users won’t be able to.
Step 2: Clarify
Next, you’ll want to moderate comments to politely set the record straight. By commenting with a differing opinion, they just opened the door for you to tell your side.
Turn this negative into a positive. Work up a response to their concerns and criticism in a timely manner.
Address the legitimate points from their comment, then tell your side.
This is actually an opportunity to show how knowledgeable you are and show your level of professionalism against a dark post.
If you’re an agency or running ads for a company, set the expectation that they may receive negative comments on the ads you’re running. This way they won’t be blindsided by a Facebook post and think this is out of the norm.
Step 3: Don't Fuel the Fire
If you feel that you can’t come up with a good, professional response, just ignore the comments section. Reply to all moderate comments and ignore the unreasonable ones. Don’t fuel the fire and they're more likely to go away.
Don’t ever react emotionally or allow yourself to get in an argument with a troll. Always stay cool, calm, and collected.
Final Thoughts on Negative Comments
Again, it is inevitable that you’ll receive these comments. So have an action plan in place, don’t panic and you’ll know how to handle the situation.
“Haters are confused admirers who can’t understand why everybody likes you.”Paolo Coelho