Most people, it seems, are online in one way or another for the majority of their day. A variety of devices keep them conveniently connected; cell phones, tablets, computers, even watches. They spend their time immersed in all types of work and personal activities, checking social media, shopping, watching videos, and others.
It’s because most people are online that it’s so critical for your company to have an online presence with a website, blog, and social media profiles. However, when you put your company online, you will inevitably encounter negative people.
Eventually, those people will leave negative comments on your website. Some of those comments may contain legitimate concerns from real customers. Others, not so much!
There are times that you will come across Internet trolls. A troll is someone who is just taking advantage of the anonymity of the internet and being a hater. These negative comments will happen to every business, sooner or later. Learning how to handle them is imperative.
Enabling or Disabling Comments
If you are using WordPress, you have the option to enable or disable commenting on your posts. You may think that you can avoid the negativity by shutting off the ability to comment. However, by disabling comments, you are also blocking any possibility of good feedback and positive interaction with prospects and customers.
Disabling comments may also cause disgruntled clients to take their complaints elsewhere, like social media, review sites, or Google My Business!
Once the negative remarks hit some of those other sites, it’s harder for you to have any control over them. It may make the most sense to allow people to comment on your website and then develop systems for handling any negative posts that come along.
While we are on the topic, another type of comment you will get on your website is SPAM. Having a spam filter plugin can help in keeping those under control. There are many to choose from for free or little cost that are easy to set up and run. They automatically scan and handle spam comments in real time.
Moderating incoming comments is an excellent feature in WordPress sites. You can be notified any time somebody posts a comment before it goes live. You will be able to censor and delete any comments that you determine to be posted by spammers or trolls.
However, don’t be too hasty to remove negative comments.
If it is from a genuine customer that has had a bad experience, then it is an issue that should be addressed as soon as possible to protect your company’s reputation.
How To Respond to Negative Comments
Receiving legitimate negative feedback can cause you to feel hurt, betrayed, and angry. An immediate response may pick up on those feelings and come off sounding defensive. So it’s best not to respond while you are still in that emotional state.
Moderating comments will give you additional time to calm down and carefully write a response that can be mutually beneficial.
Always take the negative and turn it around into a positive outcome. Find a way to remedy the situation, and they may even end up singing your praises when it’s all said and done.