Powerful Tips on Social Media Reputation Management

In today’s digital era of social media marketing and online engagement, the comments and reviews of your brand online can make or break your brand’s success story. People want to know about your brand before making a purchase or committing to your services and the comments on your page provide a glimpse of what to expect from your brand.

So, if you are receiving negative comments, bad reviews, and trolls on your brand’s social media pages, you should deal with these comments immediately.

Are you worried about your brand’s online reputation? Would you like to learn top tips on how to handle trolls and negative comments online? Then you are in luck because this article reveals a comprehensive guide on how to deal with negative comments and protect your brand’s reputation online.

What is Social Media Reputation Management?

Social media reputation management is the process of monitoring and controlling how people see your brand on social media. We have gradually changed from old methods of marketing to a new world of social media engagement and online promotion.

Today, if anyone wants to find out about your brand’s services or products, the first place they go is your social media page where they see dozens of comments and reviews about your business. The comments on your social media page can drive a potential customer to buy from you or try somewhere else. This is why many brands focus on and spend tons of cash on their social media reputation management.

Negative comments on your brand’s social media pages can significantly affect your brand’s growth, both in the short and long term. So, let’s check out my 6 sure tips to help you deal with negative comments and trolls online.

How to Deal with Negative Comments and Trolls Online: Expert Tips from Pros

Are you struggling with trolls and negative comments on your brand’s social media pages? Here are the best ways to deal with negative comments and trolls online:

1. Press the Mute, Block, or Report Button

If you notice a particular user keeps posting negative comments under your brand’s posts online and is deliberately trying to tarnish the image of your brand, you should use the mute, block, or report button to restrict them from your page.

This is what happens when you:

• Block a person: The user can no longer see or respond to your posts.
•  Mute a person: The person can still communicate with you but you can’t see their posts any longer. Other users can still see their previous comments or responses to you.
•  Report a person: The social media platform will investigate the person to know if they have truly violated the community rules. If the user is found guilty, they may be banned temporarily or permanently from the platform.

2. Practice Comments Moderation

You should also moderate your comment section to stop trolls from posting negative reviews. Social media platforms like Instagram and Facebook allow you to limit the comments on your posts to a specific number of people or user groups – You can limit the comments to your followers, those you follow, or everyone (even those not following you). When you do this, only those you allow can post comments under specific posts.

3. Educate, Inform, Clear The Air

Some of my favorite online brands like Nike sometimes deal with trolls and negative comments by addressing the comments directly and I have found this tactic to be very effective. For instance, if a troll posts a negative review on the brand’s Instagram that the Nike SB Dunk sneakers doesn’t provide great comfort for running, the brand can use this opportunity to educate their audience that the Nike SB Dunk isn’t designed for running but rather for soft leisure needs like skateboarding. If you want a pair of Nikes for the track, get the Nike Fastflex or Air Max. This is a great way to clear the air about the negative review and educate your audience about what products to go for under certain circumstances.

4. Delete Offensive Comments 

While it helps to address some negative comments to educate your audience, some other comments are just so annoying and offensive. If you discover that a user keeps posting negative or offensive comments on your brand’s pages, you should delete their comments, especially when the comments violate the community guidelines on the social media platform.

Not every negative review should be addressed, so you should determine if each case is an opportunity to clear a misunderstanding or misconception about your brand or just plain old bullying that shouldn’t be tolerated.

5. Create Trustworthy and Engaging Content on Your Brand’s Social Media

Another way to render trolls and negative comments useless is to create an opposing image on your brand’s social media that makes your brand come off as trustworthy and professional.

You can do this by posting positive reviews and feedback from previous customers or by hiring a professional social media content creation service to create video content that tells your brand’s story. You can also purchase TV ads online because TV commercials remain a great way to showcase your brand’s authenticity to a wide audience.

This way, when a new customer visits your page, they get a good and trustworthy impression of your brand regardless of the comments under each post.

6. Get Professional Help on Social Media Management That Leads to a Better Reputation

For sure, one of the best ways to deal with negative comments and trolls online is to get professional help from top social media management services. These organizations identify and address any potential threat to your brand’s online reputation. They also monitor your brand’s online presence to ensure you project a trustworthy and

Are you worried about finding the best social media management and content production company for your brand? Sinematic is here to help. Our social media team can handle all your social media needs from content creation to online reputation management.

Frequently Asked Questions About Social Media Reputation Management

Do you still have questions about how to deal with negative comments and trolls online? Here are answers to frequently asked questions that you may have:

1. How Can I Build a Positive Reputation on Social Media?

You should leverage the power of short-form videos on social media platforms to portray a trustworthy outlook for your brand.

You also need to build trust among your social media following by sharing highly engaging and relevant content on your social media pages. Interact with your customers by responding to relevant messages and posting positive feedback from previous clients to showcase your brand’s track record.

2. What Should I Do if My Brand Receives Negative Feedback on Social Media?

How to deal with trolls on social media? Look into the issue to see if the commenter is a previous customer and find out why they are posting negative feedback.  Then offer a solution if needed. Showing your customers that you are willing to provide solutions when they are not entirely satisfied with your services or products helps to maintain a trustworthy outlook. If the troll keeps posting negative or offensive comments, you can delete the comments and mute, block, or report the user.

3. Should I Delete Negative Comments from My Social Media Pages?

You should delete negative comments from your brand’s social media page when you discover that the commenter only wants to ruin your brand’s reputation or that their comments violate the platform’s guidelines.

However, if the commenter is a previous customer or an influential figure in your industry, you should try and resolve their misgivings about your brand because every negative comment allows you to show how transparent and committed you are to providing solutions.

Conclusion

In summary, dealing with negative comments and trolls on social media can be challenging, especially when you are trying to maintain a friendly and positive reputation online. However, you should remember that social media marketing is a dirty game and oftentimes, people will post negative comments on your brand not because they had a bad experience working with you but just to damage your reputation or take you out as a competition. As such, it’s vital to follow the guidelines listed above to deal with negative comments and trolls immediately after you notice them. This protects your brand identity online.