Bad Review? Here’s How to Stay Positive

If you’re in charge of social media or managing critics’ reviews, you’re going to deal with some bad news and unhappy customers from time to time. It’s part of the job, but it doesn’t have to be terrible. SEMRush offers a few tips to handle bad comments, bad reviews and the dreaded trolls. You can read the full rundown here and our favorites below:

“Social Media Positivity Tip #2: Starve the trolls, feed the rest.

“Don’t feed the trolls,” Collaboration Superpowers founder Lisette Sutherland told Social Media Today. “Focus on messages that add value and bring people closer together.”

Respond to the negative when appropriate, always thanking them for their feedback. (Thus ending on a positive note!) Just don’t try to respond to them first in direct message, make sure your response is as public as their accusation, then move it to a more appropriately private setting.

Then spend the rest of your time creating content that builds a community. To quote the First Lady of the United States, always remember: “When they go low, we go high.” Go high above that negativity trap.

Social Media Positivity Tip #5: Keep pulse on sentiment.

Those bad moments can also be really good learning experiences. Some would even call the myriad of emotions on social media a particular challenge to management teams. Use a social media listening tool like Mention to measure sentiment surrounding your brand. If things are heading downward, then it’s a good moment to review your social media marketing strategy and to have a talk with the heads about just what’s happening within your organization to breed unhappy opinions. A few negative posts on social media can open up to a really important conversation on company culture.

Social Media Positivity Tip #6: Relish in the creativity.

A lot of the time, we are just spewing out the same old, same old. When things get tricky on social media, that’s when things get interesting. Yes, those trolls and Negative Nancies are exhausting but they are also what makes our work a fulfilling challenge. Believe in your clever ability to take that high road in an authentic way.

Need inspiration? Check out how this social media customer service rep responded to what could have been some really disgusting press for Tesco’s grocery stores.”

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