When Dealing With Negative Comments Online, Be Kind, Compassionate and DiplomaticJoin our live discussion about best digital marketing tips with experts Jason Falls and John Jantsch, hosted by Entrepreneur's Jason Fell.
ByJason Fell•
Opinions expressed by Entrepreneur contributors are their own.
For brands, receiving comments oversocial mediacan be a double-edged sword. In one way, it's a fast and useful way toget feedbackabout what you're doing well and constructive criticism about what you can be doing better. On the other hand, it can be an outlet for people to bash your brand -- sometimes without provocation.
"When you get negative comments over your social-media channels, marketing consultant John Jantsch recommends business owners "be kind, compassionate and diplomatic," when dealing with "haters."
"I have a one-and-done policy," said Jantsch, founder of theDuct Tape MarketingConsultant Network. "Every now and then I get something from left field and I'll always respond, but only one time."
We chatted with Jantsch and digital marketing expert Jason Falls in the fifth installment of our Google Hangout Series, "The Best Marketing Advice You're Not Following." Falls is founder of Louisville, Ky.-based digital marketing consulting serviceSocial Media Explorerand vice president of digital strategy at e-retailerCafePress.
When you get a negative comment you should avoid any initial reaction to simply delete it. "Should negative comments be removed? Not without responding to the customer's concern," Falls said. "Then you can remove it later."
If your problem is that you aren't getting enough comments over social media -- either positive or negative -- Falls recommends slowing down on the marketing messages, show your brand's personality and have an opinion on topics. Just know your limits with your followers.
“最好的方式让人们接触更多的年代tir shit up," he said. "Take a stand and let people react to it."
