How to Handle Negative Comments

How to Handle Negative Blog Comments

Mack Collier – Social Media Strategist
Stay in touch with me here:
Blog – http://mackcollier.com
Twitter – http://www.twitter.com/mackcollier
Email – mack.collier@gmail.com
You can find this presentation online at:
http://www.slideshare.net/mackcollier

Perception
http://www.flickr.com/photos/magicasland/

Reality
http://www.flickr.com/photos/49889874@N05/

You can’t ignore negative comments or ‘bury’ them…

When customers
receive a response
from a company
after posting
negative
feedback, 33%
then post a positive
review, and 34%
delete the original
negative review.
http://www.flickr.com/photos/loudtiger/
Source: Harris

If you handle negative feedback correctly, you can often convert a ranter into a raver
http://www.flickr.com/photos/eelssej_/

How to Handle Negative Comments
Respond, and quickly – piling on can happen
Identify your role with the company
Be respectful of comments left, don’t lose your cool
Politely respond, address the points raised, correct any misinformation
Give readers a way to contact you for further comments
Answer additional comments left

How you handle the first conversation, leads to the second one

The article is filled with inconsistencies. One thing I did get from this article is, I will never buy furniture from Hardwood Artisans.
Let's see... he pays his craftspeople $20 an hour without health benefits, charges $6k-8k for a bed, and is building a $700k house... what's wrong with this picture?
The furniture is not only expensive, it's exploitive.

Here’s what I suggested to Alison….
Respond
Clearly identify who you are and your relationship to the company
BE RESPECTFUL of the opinions expressed
Thank the commenters for their opinions, and politely offer your response
Politely correct the misinformation in the article
INVITE the commenters to continue to discuss this with you here in the comments PLUS give them your email address
If they leave additional comments, answer them

Here’s the comment Alison left
Hi, I'm the Director of Marketing for Hardwood Artisans.
Thanks to all the commenters for all the interest in Hardwood Artisans. I do have one quick correction, no fault of Tom's. We've had health insurance available through the company since August of 2007. Employees can elect to take advantage of the company plan, but some have their own plans or get insurance through their spouses. Personally, I have the company plan.
If anyone would like more information or has more feedback, feel free to email me at alison@hardwoodartisans.com or post here. I'm always happy to answer questions.
Alison Heath

After Alison left that comment, the tone of the comments changed…
“It sounds like a nice company “
“We have been buying furniture from Hardwood Artisans for twenty years. The furniture holds up really well. “
“I wish there were more companies like this. “
“I've been a client of HA for over 15 years…These guys build stuff my grandchildren will later fight over. “
“Still, if nothing else, my hat is off to Alison for being willing to step into the lion's den to answer questions “

What about real trolls?
http://www.flickr.com/photos/magicasland/

Create a Comment Policy For Your Blog
Encourage comments, and clearly explain what type of comments are acceptable
Spell out exactly what type of language is acceptable
You NEVER have to let a comment that attacks you or your readers stand, or one with profanity
If you moderate comments, let readers know

Any Questions?
http://www.flickr.com/photos/hiddedevries/

http://alsocme.com	63
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How to Handle Negative Comments

by Mack Collier on May 03, 2011

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How to Handle Negative Comments — Presentation Transcript