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5 Tips for Dealing with Social Media Negativity


5 Tips for Dealing with Social Media Negativity

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Social media gives your audience a voice, which means that sometimes, they’ll say things you aren’t happy to hear. We’ve all been on the receiving end of some not-so-nice comments before. It’s routine on the internet, anyway.


But when it comes to your small business, negative reviews or angry comments can throw you off guard. That’s why you need a strategy on how to respond and tactfully handle any negativity aimed at your business.

You need a strategy on how to respond and handle any negativity aimed at your business

With these tips, you can turn negative reviews or other engagements into growth opportunities. In fact, with the right approach, you can even use your response to positively influence your brand’s reputation.


1. Always Respond to Negative Feedback

Dealing with Social Media Negativity -  always response to negative feedback

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It can be a gut instinct to quickly delete any negative comments and pretend they were never there. But chances are people already saw it, and deleting it doesn’t do anything to resolve the issue for the person on the other end of the screen.


Generally, we suggest responding to every comment you receive. This includes unpleasant posts to show that you value people’s engagement and want to help them have the best possible experience with your business.

Publicly acknowledge the comment with an apologetic response, then take it behind-the-scenes to resolve

The best thing to do is publicly acknowledge the comment with an apologetic response, then take it behind-the-scenes to resolve. Ask the person to reach out via email or DM to discuss their issue further.


It’s important to note that this does not apply to any comments that are aggressive, cruel, or abusive in any form. Those should be deleted, and the person who posted them should be blocked from your page’s account.


Every company should have a zero-tolerance policy for bullying in any form, including any customers who want to direct hurtful, harmful remarks at your business or individual employees.


2. Don’t Take It Personally

Dealing with Social Media Negativity - do not take it personally

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You wouldn’t think that a social media comment toward your business could hurt, but sometimes, they do.


You’re only human, so no one feels good reading negative comments. And when it’s your business, your passion, being targeted, it does feel personal.

But no matter how directly a person may attack your business, they truly don’t know you

But no matter how directly a person may attack your business, they truly don’t know you. They are angry at their experience and situation, not you, no matter how biting their comments may be.


You can’t be responsible for other people’s cruelty, online or offline. But it can be helpful to remember this if you start to feel your mental health suffering as a result of online engagement.


3. Develop a Communications Guide