So, I checked my socials the other day to judge performance, such as comments, shares, likes, etc. To my dismay, it finally happened, "This sucks" across one of my TikTok videos. Fortunately, I was very busy and couldn't respond immediately, but as we'll learn in this blog, What is the right way to respond to negative comments on your social platforms?
Baseless Comments
Now, it's easy to get upset. We work hours, sometimes days, crafting a great blog or video only to have someone dismiss us in the 30 seconds they watch. So, my first suggestion is to open up a notepad or Word doc. Write down all the things you want to say at that very moment. We know they are not nice things. Say them all, get them out of your system, and then delete them. We need to not respond with emotion but with a clear and sensible head.
For a comment like the one I got from an unknown user, I simply ignore them. The comment provides no value whatsoever. The comment is not targeting anything wrong with the post. It's just a simple comment trying to get me to respond poorly and put my company in a bad light. Ignoring a comment isn't wrong, it's teaching people in the future what you will respond to so lets dive what is the right way to respond to a negative comment on your socials who are providing negative feedback.
Constructive Criticism
Let's say the comment was, "Your audio sounds off." This is a constructive comment, and I would certainly respond to it. First, we want to thank the commenter for providing the feedback, and we want to do this quickly. Don't let a negative comment simmer for days on end. When someone comments, try to respond within 24 hours if possible. When you publish new things, revisit them briefly to see any produced comments. Once you've thanked them, explain why it's happening and your resolution. For the audio comment perhaps something like "I hear it too and am going to look into what equipment I can upgrade to so the audio can be better, do you have any recommendations?"
It's very hard to have an argument when you and the commenter are on the same side. Agreeing with them and then trying to work together to make a better product is the name of the game. This commenter didn't write it out of spite; they see you're trying to grow and want to help.
Recap
Responding to negative comments on social media is essential for anyone managing an online presence. It requires a delicate balance of acknowledging feedback, maintaining professionalism, and turning criticism into an opportunity for improvement. When faced with negative comments, it's crucial to take a step back and assess the situation objectively. Emotions can run high, but responding impulsively can do more harm than good.
One effective strategy is to separate your initial emotional response from your actual reply. By jotting down your immediate thoughts in a separate document and then deleting them, you can cool off and respond rationally. This approach helps prevent escalating tensions and ensures your response is measured and constructive.
Ignoring certain negative comments can also be a valid approach, especially if the comment is baseless or intended to provoke a negative reaction. By not engaging with such comments, you avoid giving them undue attention and prevent them from derailing productive conversations. This tactic can also signal to your audience the type of behavior you are willing to address.
However, when faced with constructive criticism, like specific feedback on the quality of your content, it's important to respond thoughtfully and promptly. Acknowledge the commenter's input, express gratitude for their feedback, and outline how to address the issue. By engaging with constructive criticism positively and proactively, you demonstrate your commitment to improvement and show your audience that their opinions are valued.
Conclusion
Ultimately, responding to negative comments on social media is an opportunity to showcase your professionalism, resilience, and dedication to continuous growth. By handling criticism gracefully and using it as a springboard for improvement, you can turn negative interactions into positive outcomes and strengthen your online presence.
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