Rather than worry about them, I say welcome them. Negative comments can be a valuable source of useful information and provide a great opportunity to send a positive message.
But what about the fact that everyone can see them? Another plus. You get to share your positive response with everyone, and when they see you respond well to criticism, it increases their trust in you. In fact, in many cases followers and friends step in to offer a defense.
8 rules of response
To successfully respond to negative comments in social media, follow these eight rules of response:
- Don’t delay your response.
- Respond on the same channel first.
- Be honest.
- Use calm, relaxed words.
- Don’t get defensive.
- Focus on feelings; don’t debate facts.
- Have conversations, not arguments.
- Remember HIPAA; say only what you can.
Don’t let fear of negative comments keep you from having robust conversations with your community. Remember, they’re already sharing their ideas with friends and family – often on social media. Why not encourage those comments on your social media platforms where you can be part of the conversation?
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