Managing Negative Sentiment Online (VOL. II)

September 30, 2011Uncategorized

Turning a negative into a positive

OK, so you’ve smoked the peace pipe and now your once disgruntled customer has turned their frown upside down and you all live happily ever after.

Then one day, out jumps the big bad wolf! Oh my, what big claws he has!

More often than not this is an angry customer who has a bit of a grudge with your company for one reason or another. An apology or a reply with a reason why might be just the ticket. Plus a simple phone call or a handwritten letter can keep the wolf at bay.

Your online responses, to his negative sentiment will in actual fact be positive for your business. You have shown that you are reasonable and polite and observers will be impressed with your professional attitude and helpful response. High fives all round!

Attack of the Trolls

But occasionally it’s a ‘troll’ who likes trouble for trouble’s sake. You’ve tried everything but you just can’t kill the beast. Just remember, don’t feed the troll. He wants you to react so he can boast to his troll mates! By ignoring him he may get bored and stomp off to find a new victim.

You can also block the troll and report his account for spam. When you think about it, it’s your duty to remove negative comments. If the troll wishes to express certain opinions, let him post it on his own page – not yours. So feel free to block or ban those who do not represent the wider community.

Unfortunately there isn’t a ‘one size fits all’ approach for responding to negative comments, and successfully deciding which approach to use comes with experience.

Have you experienced an attack of the trolls? How did you deal with the situation?