Handling Negative Comments on Social Media
• Written by Kate Shove
How to Handle Negative Comments Online
No one likes to receive negative comments, but they are a part of being visible online. The important thing is not the comment itself, but how you respond to it. The way you handle negativity shows potential clients a lot about your professionalism.
The first rule is to stay calm. Do not reply in anger or defensiveness. Take a breath and remember that your response is public. A thoughtful, polite answer can often turn a negative into a positive.
If the comment is about a real issue, such as an appointment that did not go well, acknowledge it and invite the client to contact you privately. For example, “We are sorry you feel disappointed. Please send us a message so we can put this right.” This shows others that you care about customer service and are willing to resolve problems.
If the comment is unfair, untrue, or simply unkind, it is still best to respond politely once, then move on. Engaging in arguments online never looks good. A short response such as “We are sorry to hear that you feel this way” is often enough.
There will be times when a comment is spam or abusive. In that case, you can remove it and block the account. Protecting your page and your clients from toxic behaviour is part of running your salon’s online space.
The truth is, one or two negative comments will not damage your reputation if they are handled with care. In fact, people often trust businesses more when they see issues dealt with calmly and openly.
Three steps you can take now
- Create a simple plan for how you will respond to negative comments.
- Always acknowledge politely and invite private conversation if needed.
- Remove spam or abusive messages quickly to keep your page safe.
Remember, it is not about avoiding criticism, but about showing your professionalism in how you handle it.
