One of the main social media challenges for all companies is how to respond to negative comments. It is imperative that negative comments be tracked and understood.
In general, there are three options for dealing with negative social media comments: (1) ignore the comments; (2) point out why the comments are wrong; and (3) constructively reply to the comments. Although many firms choose option (1) or (2), it is more appropriate to choose option (3).
As High Powered SEO puts it:
“You have spent hours preparing an amazing post or share something worth a meaningful discussion. Then, you notice that a couple of people are saying the complete opposite from what you have shared. This is normally fine except they express their opinions in a way that may rub you the wrong way. How do you handle this type of situation? Do you lash out in order to get your point across, not respond at all, delete the comment, or just flat-out ignore it?”
“There are plenty of ways you can handle this type of situation, but if you don’t handle it the right way you could be doing much more harm than good. It is best to handle this situation tactfully.”