One of the questions often asked when meeting with a new Social Media client is \u201cWhat do we do about negative comments?\u201d I had one client tell me that he wanted them taken down immediately. Doing that misses out on a golden opportunity for your followers to see how you react to negative issues and stand behind your brand. <\/p>\n\n\n\n
Social media is providing people with all new ways to share, collaborate and communicate. You now have the opportunity to connect one-on-one with anyone, anywhere in the world, and turn a negative into a positive. <\/p>\n\n\n\n
A huge downfall of many Social Media initiatives is in not replying when confronted with an issue, good or bad. I grant you that there\u2019s no place for profanity and I would remove any hurtful or profane posts but a negative comment gives you the opportunity to right a wrong as well as take negative momentum and make it work for you. If a product is defective, offer to repair or replace it\u2026\u2026 even offer a value added extra. Other followers of your page will then see that you have corrected the issue and even offered a good will gesture going, above and beyond. Ideally, respond to every post almost immediately, get the customer to connect offline if there is no quick fix and get them a resolution quickly. In a lot of cases, the customer comes back with a retraction, positive update or \u201cthank you.\u201d<\/p>\n\n\n\n
Don\u2019t ignore negative comments, own them! Don\u2019t ignore, be social, it is social media after all!<\/p>\n","protected":false},"excerpt":{"rendered":"
One of the questions often asked when meeting with a new Social Media client is \u201cWhat do we do about negative comments?\u201d I had one client tell me that he wanted them taken down immediately. Doing that misses out on a golden opportunity for your followers to see how you react to negative issues and […]<\/p>\n","protected":false},"author":1,"featured_media":1240,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1239","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/posts\/1239"}],"collection":[{"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/comments?post=1239"}],"version-history":[{"count":0,"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/posts\/1239\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/media\/1240"}],"wp:attachment":[{"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/media?parent=1239"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/categories?post=1239"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cytryndesignandcommunications.com\/web\/wp-json\/wp\/v2\/tags?post=1239"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}