Some Case Studies On How To Deal With Negative Comments

By August 4, 2011 2 Comments

Negative commentsOne of the most important things you can do as a local organization is setup listings…lots and lots of listings.  Listings both provide more places for people to find you online and they can boost your search rankings.  Listings, however, often come with another thing…reviews, where any person can come along and leave a comment.   Social media is also helpful for connecting with people and improving search results, but again, people can leave comments.  And when people can leave comments, they may not always leave nice comments.  So, what should you do when someone posts a negative comment?

It’s one of the biggest fears I encounter from organizations when starting a marketing service.  What if someone posts a negative comment?  A few months ago I addressed this very issue in the post, “Be Not Afraid: Research Shows Negative Reviews Can Be a Positive“.  In that article, we talked about how resolving negative situations publicly can result in an overall positive situation for the formerly upset person and a positive message for the masses.

Recently, Liz Krause posted a guest blog article at SEORIO with a couple of real-life examples of how they dealt with some negative comments.  There are 3 examples.  In each they a different approach for resolving…

  1. They dealt with a person publicly allowing the way they handled the situation and the final resolution to turn a negative comment into a positive story.
  2. They dealt with a person privately and got them to remove the negative comment.
  3. They involved a lawyer to preemptively stop a person who was threatening to go ballistic and post negative comments all over the place.

While I still prefer the solution of handling public negative situations publicly in an attempt to make them a positive story, it seems that the two private solutions were appropriate for the situations and are certainly something to keep in mind as possible solutions.  Different situations require different solutions.

You can read Liz’s full article at:

http://seoroi.com/reputation-management/how-to-reverse-negative-reviews-online/

Photo by dave_apple

What do you think?

Do you have any stories about negative comments that you can share?

What do you think is the best way to deal with negative comments?

Do you think the risk of negative comments outweighs the positives of listings and social media?

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2 Responses to “Some Case Studies On How To Deal With Negative Comments”

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