Comments on: How Should Your Company Handle Negative Blog Comments?

By: Testimonials | blinds chester blinds

Testimonials | blinds chester blinds — Mon, 10 Oct 2011 14:38:52 +0000

[...] = ''; } Guest Post – Handling Negative Comments On Your Blog PostHow Should Your Company Handle Negative Blog Comments? div.socialicons{float:left;display:block;margin-right: 10px;}div.socialicons p{margin-bottom: [...]

By: jubaeranik

jubaeranik — Wed, 20 Apr 2011 06:38:30 +0000

I think that being transparent and not sweeping misunderstandings under the rug is critical. It’s also important to be mindful of the language you use in your reply. It’s really easy to sound defensive so taking your time by not posting a snap reply in the heat of the moment, and being cognizant of your tone are healthy steps in the process.

Thanks

By: Alex

Alex — Mon, 17 Jan 2011 16:24:43 +0000

Negative comments make people nervous. Perhaps you care less when someone tells you that they hated the post but a few negative comments are not going to be the undoing of your company, and in fact, can be a strong opportunity to prove yourself.
i really appropriate your post I read your article here today. and i am sure it will help others so thanks for sharing your good knowledge …..

By: VIJAY

VIJAY — Sun, 02 Jan 2011 18:32:38 +0000

Can any company contact website owner and ask to remove negative comments about them by threatening blogger to legal action?

By: B2B Generic Business

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By: Discos Diamantados

Discos Diamantados — Thu, 05 Aug 2010 12:33:28 +0000

You’ve pretty much answered all my doubts with this and have done a great job with the article.

Like yourself I’ve been blogging about this a bit and you’ve given me some good ideas for my next post. Thanks, I look forward to reading more

By: Come reagire ai commenti negativi sui Social Media? « Birra

Come reagire ai commenti negativi sui Social Media? « Birra — Fri, 07 May 2010 01:12:37 +0000

[...] Fonte: Mack Collier [...]

By: Blog di Tin Hang Liu » Come reagire ai commenti negativi sui Social Media?

Mon, 03 May 2010 15:20:34 +0000

[...] Fonte: Mack Collier [...]

By: Top 3 Questions About Risk & Social Media for Business | GrayMatter Minute

Mon, 03 May 2010 04:04:12 +0000

[...] and politely. It really is that simple. Read more about handling negative comments in posts by Matt Collier and Amber Naslund, or google it. This is where your customer service skills should (and will [...]

By: nike air force 1

nike air force 1 — Thu, 24 Sep 2009 07:55:41 +0000

I think that being transparent and not sweeping misunderstandings under the rug is critical. It’s also important to be mindful of the language you use in your reply.

By: Criminal Defence Law

Criminal Defence Law — Thu, 27 Aug 2009 11:00:11 +0000

I never would have thought that. Thanks so much. This should clear up a lot of junk mail / spam.

By: Sohan Web development SEO Email Marketing

Sohan Web development SEO Email Marketing — Sat, 23 May 2009 06:57:26 +0000

Hay Its Really a Good Question For Comment Post in Blog. We are Receive all Comment and make sure which is important for sharing different knowledge.

By: club penguin

club penguin — Wed, 20 May 2009 05:32:22 +0000

By: ann arogers

ann arogers — Mon, 23 Feb 2009 11:44:14 +0000

Interesting post. Will take a note of this.
I was browsing through the Internet a few days back to check out for blog commenting service providers and came across seo traffic spider. I have used their service and found it the best so far. They communicate promptly with their clients and do a perfect job and meet requirements. I thought this information may be helpful for those looking our for professional SEO services and this would save them the time to research on the best and affordable service providers.

By: Motorhomes for sale

Motorhomes for sale — Wed, 04 Feb 2009 07:11:13 +0000

Very promising There were posts that were placed against that blog that you did not place up and you used your moderating powers to not show both sides. You then rang one of the bloggers advising them of your position within franchising.

By: Bryan

Bryan — Mon, 02 Feb 2009 17:15:20 +0000

I think your article is right on the point. If readers see an honest attempt by someone at a company trying to diffuse or address a complaint, it goes a long way to building trust and helps negate the negative comments.

By: Ann Shea

Ann Shea — Mon, 02 Feb 2009 17:14:03 +0000

Sorry, I was commenting on a different article about regarding the press release…
it’s really funny…http://www.webinknow.com/2009/01/when-lawyers-get-in-the-way-of-pr.html and also from the “Get to the Point” eletter…both great posts!

By: Ann Shea

Ann Shea — Mon, 02 Feb 2009 17:09:03 +0000

I had to read this blog post.
Very funny about the well-intentioned press release that was cut off at the knees by the legal disclaimer! Thanks for bringing a smile to my day.
And I couldn’t agree more with Alison and Jennifer’s comments about how wonderful it is that the ‘net has become such an immediate and interactive forum for communication by people from all points of view, regions, and reasons for reading and weighing in on a topic. As in any venue for human interaction, from matters of etiquette to business negotiations to blogging, an attitude of respect despite differences leads to happier outcomes for all.

By: Ellen

Ellen — Fri, 30 Jan 2009 16:06:32 +0000

I love your concept of “not pushing against”. World leaders and politicians should take note. I believe we would have a more peaceful world if they did so.

By: Cam Beck

Cam Beck — Thu, 29 Jan 2009 23:43:12 +0000

Thanks, Mack!

By: Mack Collier

Mack Collier — Thu, 29 Jan 2009 16:19:54 +0000

Cam if that’s central to the core beliefs of the company, then I think they need to embrace it. But they also need to understand that taking such a stand based on religious convictions is going to delight some current/potential customers, and infuriate others. Here in the South, Chick Fil-A closes on Sundays so their employees can attend church services. That’s core to their beliefs, at the same time, they obviously lose their Sunday business to competitors. Course they might gain extra business during the week from customers that share their beliefs.
I think with any such hot-button issue such as this, it’s often not WHAT you say, but HOW you say it. If the company is respectful of the beliefs of others when they explain their own, it will generally be received much better than if they try to suggest that their way is the ‘right way’.
Courtesy and respect for others should always be factored into any communication that the company has with its customers.

By: Cam Beck

Cam Beck — Wed, 28 Jan 2009 18:03:27 +0000

Mack -
I wonder how you would recommend companies handle disputes not of fact but of principle.
In other words, had your friend’s company not offered health insurance and believed it was their God-given right to not offer it, how should the company have responded?

By: Beth Harte

Beth Harte — Wed, 28 Jan 2009 16:43:35 +0000

Mack, great advice…and thanks to you and Alison for a great case study!
I am hoping that companies will begin to embrace being forthright and engaged (versus shying away), as it always help to defuse/neutralize a crisis situation (on- and off-line). Typically they brew because the negative comments come from people that just want a voice (or to be heard) and quite often they stem from someone having incorrect information. Why not use a negative situation to bridge to a positive one?

By: Krista Parry

Krista Parry — Wed, 28 Jan 2009 15:11:31 +0000

Excellent advice Mack. This tends to happen quite often, especially on newssites where people can leave comments. I am going to take your advice from now on and follow Alison’s example of being polite, even when it’s difficult.

By: dolly

dolly — Wed, 28 Jan 2009 06:12:37 +0000

First of all congratulation for such a great site. I learned a lot reading article here today. I will make sure i visit this site once a day so i can learn more.

By: Jennifer Larson

Jennifer Larson — Tue, 27 Jan 2009 00:42:49 +0000

As frustrating as negative, and incorrect, comments can be, the beauty of the internet is the interactive aspect of it. That means that not only can readers comment, but so can the writers of the article and those being discussed in it. Addressing those that have the wrong information is one of the reasons to allow comments on your articles. Thanks for reminding us that commenting isn’t just for the visitors of the site.

By: Mike L.

Mike L. — Tue, 27 Jan 2009 00:41:47 +0000

Quote: “I’m curious as to how you would deal with THAT situation,”
This problem has been around a long time … there is no “one size fits all” answer:
“Answer a fool according to his folly” (Proverbs 26:5)
“Answer not a fool according to his folly” (Proverbs 26:4)

By: Mack Collier

Mack Collier — Tue, 27 Jan 2009 00:32:50 +0000

MC that’s a GREAT question! Note I told Allison that “If you are thankful and respectful toward commenters, even those that are attacking your company, the end result will almost always be a positive experience.”
ALMOST always. Unfortunately, there are some people that simply want to attack a particular company. And if you are an employee for that company, there is very little if any chance of changing their opinion of your company, no matter what you say or do.
And you mention a website that promotes this. Even worse, what if it’s an individual blogger that’s blindly attacking your company?
What I’d suggest in that case is that the company do two things:
1 – Consider starting a blog. Think about how most people would find negative attacks by a blogger? They would show up in search results. But if the company was blogging? Then their blog posts would likely be showing up in search results as well.
2 – I’d reach out to my company’s online evangelists, and embrace them. Let’s say Company ABC has a blogger that’s attacking them on his blog. The blogger’s constant attacks on the company will show up in search results, and that’s not good. But what if the company reached out to its blogging evangelists? Then the POSITIVE blog posts from Company ABC’s evangelists would ALSO show up in search results.
When you search for a company and you see a high-ranking post talking about how that company SUCKS, it makes you wonder about the company. But when you search for a company and see nine blog posts talking about what a wonderful company ABC is, and one post saying that ABC sucks, then it makes you wonder about that one blogger, doesn’t it?
The bottom line is that you handle a negative conversation by participating. If you can’t participate in the negative conversation itself, then you find other ways to participate. It could be on your blog/site, or it could be by reaching out to your happy customers to help you.

By: Russ

Russ — Mon, 26 Jan 2009 20:58:13 +0000

Bravo. Way to deflate it.

By: M.C.

M.C. — Mon, 26 Jan 2009 19:22:25 +0000

Mack, I think that in most cases this is excellent advice.
However, I would like to know how you would propose companies deal with negative comments posted on websites like “Ripoff Report.com” which are highly optimized by their owners to get top rankings and “extort” companies to pay their operators to publicly-discredit the posters?
Yes, a negative blog post here and there is quite easy to deal with, but many of the gripe sites that are proliferating the internet count on companies responding to posts to create MORE SEO optimized content. In otherwords, you’re damned if you respond, and damned if you don’t respond.
What do you do in those cases? It’s very easy to be pure and say “always engage in a dialogue” — but the complaint sites are just that: places that attract all kinds of outlandish claims by people who have very personal axes to grind and little personal or legal accountability for the accusations they make.
It is very difficult to engage these types of people in “reasonable” conversations in these forums. Believe me, I’ve seen companies try to do it and it just results in more and more escalation — which is EXACTLY what the operators of these sites are counting on.
These types of gripe sites are basically for-profit enterprises masquerading as “consumer advocacy” sites. As soon as the company agrees to pay the owner the “mediation fee” the “consumer advocate” rolls the person complaining under the bus.
I’m curious as to how you would deal with THAT situation, which is much more potentially explosive than someone complaining about your company in a blog comment somewhere — that stuff is easy.