Part 23 – Social Media Back to Basics Series.
No one loves receiving negative comments online, but they’re a part of running a business in the digital age. The key isn’t to avoid them altogether – it’s learning how to respond with confidence, professionalism, and care.
Handled well, negative feedback can strengthen your brand. It gives you the chance to show your values, your customer service, and your ability to handle difficult situations with grace.
Here’s how to approach it:
1. Don’t ignore it
It can be tempting to delete or hide a comment, but this isn’t always the best approach. Unless the comment is abusive, offensive, or spam, leaving it visible (and responding well) shows you have nothing to hide.
2. Respond promptly
The quicker you respond, the more you show that you care about your audience. It also helps prevent small issues from escalating into bigger ones.
3. Stay calm and professional
Even if the comment feels unfair or personal, take a breath before replying. Keep your tone polite, neutral, and solution-focused. Don’t match their energy, lead with yours.
Example: “Thanks for your feedback. I’m really sorry to hear you had that experience – please drop me a message so I can look into it and make it right.”
4. Take the conversation offline where possible
If it’s a customer service issue, move the conversation to private messages or email to resolve it in more detail.
5. Know when to disengage
You don’t have to tolerate abuse or harassment. If someone is being intentionally aggressive, rude, or inappropriate, it’s okay to block or report them. Protecting your wellbeing and your community matters too.
6. Learn from patterns
If you’re getting similar feedback more than once, take it seriously. Negative comments can be a helpful insight into areas of your business that need attention.
A thoughtful response to criticism can actually impress potential customers far more than a stream of five-star reviews with no personality.
If you’d like help creating a strategy for dealing with comments or need a second pair of eyes on your brand’s tone of voice, I’m here to help.
Sarah Taffe
Freelance designer, artist and writer.
