Dealing With Negative Comments In 3 Steps
Editor's Note: This post has been updated with new links and content.
Original Publication Date: December 4, 2018
In an era of online trolls and fake accounts, you are bound to get some negative comments on your 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 comment doesn’t mean your 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 mean comments for their own entertainment.
Luckily, there are steps you can take to have a plan in place. By doing so, you’ll know just what to do when you get that nasty comment on your post.
Step 1: Don’t delete the comment.
As much as you just want to make that 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 comment, it could just upset them further. That can lead to additional comments, negative reviews, etc.
However, if they posted something vulgar, threatening, or trolling, feel free to delete the comment. In addition, studies show that ads with comments, 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 politely set the record straight. By commenting with a differing opinion, they just opened up 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 actually gives you an opportunity to show how knowledgeable you are and show your level of professionalism.
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 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 comment. Reply to all reasonable comments and ignore the unreasonable ones. Don’t fuel the fire and it is likely that they will 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