What do You Do About The Negative Comments Left Online?

What do You Do About The Negative Comments Left Online?

Business owners, bloggers, and content creators want reviews and comments on their online platforms. They want to see how customers and audiences react to their products, services, and content. Unfortunately, not all reviews and comments are positive and helpful. The comfort of anonymity makes people bolder and more inclined to be vindictive so they freely say things they wouldn't have said under other circumstances. These nasty and negative online comments and reviews can sometimes prove to be damaging to the business owner, the business, and even the employees.


6 tips on how to handle negative reviews and comments


Every business owner has to deal with a large number of negative reviews, especially if their product or service is popular. Displeased customers are often more vocal and visible than pleased clients because they're angry and want to let people know. They'll put in the effort to leave comments on all platforms. This only showcases one side of the story and can have a big impact on future customers. Here are some tips that will help you handle the negative comments:


#1 Stay calm


It's easy to become panicked, anxious, or angry when you see a slew of negative comments and reviews. These reviews are directed at content, products, or services you worked hard on so there's some sentiment and emotional attachment. This temporary surge of emotion can often lead to unplanned and hasty action that can have a permanent impact on your digital marketing and company reputation. Here's what you can do:

  • Take a step away to become calm and don't respond immediately.
  • Look at the situation and ask yourself, "Why did this happen?" and "What is the reason behind the negative review?"
  • Is the comment reasonable and warranted?

It's important to separate serious feedback and criticism from trolling because comments from trolls don't help while serious feedback can help improve the quality of your business.


#2 Do nothing


If you have just one or two negative comments in a sea of positive ones, you really don't need to do anything or respond in any way unless they're serious reviews and deserve to get attention. People who read comments or reviews are aware that most businesses will get some negative reviews, regardless of how good their services are. If there see a few "terribles" amongst hundreds of "goods", "excellents", and "OKs", they'll judge your business fairly based on that.


Some commenters and reviewers use these platforms to be negative and cause damage deliberately. If you respond to them, they'll take that as motivation to do more harm. It's best to ignore these comments and focus on the positive feedback. However, if you don't have much positive feedback, there is cause for concern and it's important to work on it.


#3 Generate more positive media


The only way to minimise the impact of negative feedback is to overwhelm it with positive feedback. It's important to encourage customers to share their positive experiences on different social media platforms. Most platforms will provide a weighted average of the ratings a business receives so if you have a couple of negative reviews with several dozens of positive ones, the average rating will be favourable.


It's important to have a system in place that encourages people to leave behind positive feedback. Make it easier for them to review by adding links and social media buttons to the website. So if the client has a positive experience with you, ask them to leave a comment on Facebook or the review websites. You can send them an email with links to social media and review platforms to make the entire process easy. If the process is easier, they'll be more tempted to leave glowing feedback.


#4 Find out what went wrong


Negative feedback can also help a business because it points towards flaws. If you receive negative feedback, look at the why and determine what you can do to change it. If there's a problem with the product or service, evaluate it and try to determine the root cause. Taking feedback seriously and resolving the problem can have a good impact on the customer and improve your reputation in general.


It shows the company is willing to admit to mistakes and take what their customers say seriously. Poor reviews and troublesome customers are also an indication that there's something wrong with the sales system in your company; recognising this is the first step to fixing the problem.


#5 Speak with the customer privately


Resolving the problem on an online public platform is difficult and can often lead to miscommunication. Instead of attempting to resolve it on Facebook or social media, call the client directly and speak with them on the matter. If you don't believe the review is fair or accurate, let them know. Be sure to offer incentives and keep the communication lines open because you don't want to alienate people.


#6 Contact the platform


Consider the platforms rules and regulations and see if the reviews and comments are in violation of them. Social media platforms like Facebook and Google allow people to report offensive comments and many times these comments are flagged and taken down. This works on other review and blogging platforms as well. You just need to read through the rules and regulations carefully to determine if there's something wrong.


As the use of the Internet becomes more popular and widely used, these negative comments and the so-called "trolls" will continue to increase and invade comment sections. It's important to have a process and strategy on how to handle these comments as a business and a business owner.


1 Star2 Stars3 Stars4 Stars5 Stars (1 votes, average: 5.00 out of 5)

Leave a Reply

Your email address will not be published. Required fields are marked *

business plan template

Get Instant Access to the Business Plan Template that has helped thousands of Business Owners in every sector plan and grow their business.

Learn More
fees and benefits

Our Programs start from as little as $10 a day making it affordable for all business types.

Learn More

Top Rated Articles

The History of Business Coaching

The Inner Series...   In order to understand the history of business coaching, it’s important to go back to t


How your company can adapt to the Digital Revolution

Over the last couple of years, technological innovation has brought about a rapid change in the customer service landsca


7 Biggest Challenges Facing Your Business

It is kind of inevitable that businesses will face challenges at different stages of their growth and development. So, p


Recently Viewed

6 Tips When buying a Business Coaching Franchise

Business Coaching is a very lucrative industry if done right. And after being in this space for a few years I can tell y


How to Overcome the Most Common Barriers to Listening Effectively in the Workplace

When it comes to communication, listening actively is a very vital aspect. In the fast-paced world we live in, most peop


How I changed my Facebook Business Page Name

I started a Facebook page for my business many years ago. I had spent thousands of dollars running ad campaigns and gain

  • Over the past 6 months the incredible team at MMP have supported us to shift our attitude towards our business & month on month our revenue is increasing to the point we will be able to employ additional staff to support our business goals long into the future. Do not regret our decision one single bit!

    • Emma Reece

  • Working with my coach has enabled me to see the areas where my business is failing. This was pretty confronting to me to be honest. MMP has the tools to improve these areas and the guidance on how to implement them.

    • Sharon Robinson

  • I have been working with Max My Profit for approx 3 years now, and over that time I have learnt a lot of things about not only what it takes to run a business, but I have also learnt things about myself. I don't believe i'd be the person or have the business I have today if it wasn't for Max My Profit and our Business Excelerator. Great team to work with if you want to take your business serious!

    • Ben Choy

  • As a new client for Max My Profit (MMP) it has taken no time at all to realise the benefits of business coaching. Despite many years of senior management experience starting a new business requires best practice systems and processes built on a solid platform of detailed planning. I look forward to the benefits of adopting the formula being shared by MMP.

    • Campbell MacLeod

  • Max My Profit Are truly awesome at what they do. They have helped me over the past 12 months to get off the tools in my business and start working on my business. I am looking forward to 2019 with enthusiasm not concern. Thanks so much.

    • Aaron Kemp

  • If you are committed to Growth the Max My Profit Team has the tools and expertise to excelerate all areas of your life. They Care, They Listen, They Understand You as an Individual first then they focus on Your business. Thank you Max My Profit my rating is a 6/5 - Kindest Regards The Mr Handyfix Team

    • Catherine Kavadas

  • The team at Max My Profit are an absolute pleasure to deal with. I love working with a team who is on top of what they are doing and have a clear view of what they are working on with you and helping ensure you get to the end goal.

    • Lauren Watts

  • I have been working with MaxMyProfit over the years and what they do for SME's in growing their business is fantastic. Also due to there knowledge and their supporting material for companies across the 5 lifestyle stages and assisting them through this process day in day out is extremely comforting as a small business owner and have referred them many businesses over the years.

    • Steve Laingy

  • Working with a business coach from MaxMyProfit has been one of the best things I have done for my business. I had several other coaches before MaxMyProfit but these guys are a step above the others. I have seen a significant increase in sales, now have a business that can run itself and the coaching program has paid for itself many times over.

    • Matthew Kitchin

  • Much more than just business coaches. There is an absolute treasure chest of business knowledge in their members site.

    • Iain Campbell

  • Max My Profit are unique as they really partner with you to develop and implement a plan that will drive success for the business. I was hesitant to proceed as previous business coaches tell you what to do and rely on you to implement.

    • Michael de Haan

  • I attended one of Max My Profits introductory events in Melbourne. Having been an accountant for almost 30 years, I was somewhat sceptical. Boy was I wrong. I not only enjoyed the presentation, but I gleaned so much from just that session.

    • Daniel Odd

  • These guys are an absolute wealth of knowledge for Small Business. The programme and support networks they have set up ensure learn more every day and can take your business from good to great. Thanks so much.

    • John Butler