Handling Negative Comments Like a Pro

Keep Calm and Carry On

Negative feedback is inevitable. How you handle it defines your brand's reputation. Never delete negative comments (unless they are hate speech), as this can escalate the situation.

The 3 A's: Acknowledge, Apologize, Act

• Acknowledge: Let them know they've been heard immediately.
• Apologize: If you messed up, own it sincerely.
• Act: Move the conversation to a private channel (DM or email) to resolve the issue specific details.

Turning It Around

A resolved complaint can turn a critic into a fan. Showing that you care enough to fix a problem publicly demonstrates strong customer service to everyone else watching.