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Not replying to, ignoring or deleting negative comments or reviews online can be a big mistake. I've spoken to numerous small business owners who will not setup a Facebook page because they are afraid that someone will say something negative about them, their product or their company. Guess what...people are talking about you and your business. If you choose to simply ignore it, it doesn't go away. It's just a one sided story: Their side of the story.
Here's the deal. Neither you or your company is perfect.
So, what do we do about negative comments or reviews?
If negative posts are made with malicious intent, are posted purely to harm or have no legitimate basis, delete them (and the user).
If a comment is negative, but legitimate, do not delete it. Address the complaint and describe what is being done to remedy it.
Everyone makes mistakes and people know that. What will set you apart is that you address the mistake and detail how you have or are fixing it, rather than ignoring it.
Not all negative comments are posted on your Facebook page. In fact, a small percentage of them are. Its up to you to seek out these comments and address them. Both negative and positive as well. Find positive reviews online and share. Find negative comments and give your side of the story. Be aware that people are (mostly) not stupid and can sense a sincere post vs. a fluff piece.
If you do not have the capabilities to manage your reputation online (ORM), find a reputable company to assist.
- Lionel Rainey
