Think about it this way: customers enter your profile and see only good opinions which could make them think that you’ve made all these comments up.They probably start digging for other opinions on forums and review sites.And while you should try to make things right with your customers, you need to get rid of unwanted commenters as soon as possible. It’s simple: because there are always malicious creatures that feed on your anger and frustration.If you let yourself vent in public, you will be judged by your behavior.Sooner or later they’ll find negative feedback and they might choose your competitor because they feel you’re not honest.There is one case when you can remove a comment and feel good about it: when you’re 200% sure you’ve got a comment from a troll.I highly recommend choosing only one person, because if there are more people responsible for one task, it might turn out that they skipped an unanswered comment because they thought that the other person would handle it!Second thing: make sure that your social media specialist knows social media and knows how they are supposed to respond.
You might think that no one will notice one negative review, but people definitely will!
First of all, if you remove a real comment from an upset customer, you can be sure they will come back: louder, angrier and more frustrated.
The second thing is that negative comments show that you’re a true, honest brand.
It’s easy to respond to a complaint that was sent directly to your email inbox, right? If you’re lucky enough, people will tag your brand in their posts and you will get notifications about it. You can shout, swear, break stuff or hide in a closet and cry.
Things get more complicated when someone is sharing bad word of mouth about your services and you can’t respond to it because you don’t see it. Enter your brand’s name (you can choose more than one keyword alert) and optimize your settings. I would recommend to set it up so you get notifications about all results from all languages and regions, because you want to be sure that you did not miss anything. There’s only one rule: you need to respond calmly and politely.