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Dealing with Negative Comments on Your Website

August 4th, 2010

By Matt Cook
Point.Click Media

The old adage that there’s no such thing as bad press isn’t entirely accurate in today’s world. Look no further than Apple’s recent antenna problems with the iPhone 4. Just ask Steve Jobs and the Apple shareholders what the cost of bad press is. You thought you were insane for remortgaging your house to buy an iPhone? Just wait until the next version is released and you have to sell your family and both kidneys to help recoup Apple’s losses.

Bad press can cost a lot of money, but we all have to expect negative commentary at some point. Sure, not all bad press is a major event rivaling Apple’s current misfortunes, but we all have to deal with poor reviews, disgruntled customers, and disagreements with your company policies or philosophies.

When someone publishes a bad review or nasty comment about your company, it’s important not to become too defensive and start kicking butt and taking names like you were hunting alien predators in a Schwarzenegger movie.

Arnold Schwarzenegger

photo credit: jurvetson - "GET TO THE CHOPPA!"

Sit back and study what the initial reaction is. Often, you’ll find that a person’s negative comments can be discredited by other users, clients, or employees. If you really feel the need to respond, be sure to state your point or opinion and leave it as so. There’s no need to add fuel to a potential fire.

Many websites often have screening processes in place for comments. When a user submits a comment on the website, the item falls into a queue that is reviewed by an administrator or moderator who can then choose to approve the comment for public viewing.

This video was embedded using the YouTuber plugin by Roy Tanck. Adobe Flash Player is required to view the video.

Also, if you believe a user is being downright slanderous towards yourself or your business, there are precedents for legal positions you can take. A New Brunswick newspaper was recently ordered to provide the identity of an anonymous poster who was posting some defamatory content on its website. Other similar cases are popping up all over Canada and the United States.

It’s important to participate in online discussions but there always needs to be some give and take. If the comment has some truth to it, acknowledge the person. Feedback is what helps us improve our products, improve our services and ultimately improve our business. It would be pretty naïve of us as business owners to think that we are untouchable.

For more ideas on handling and deciphering feedback on your website, contact Point Click Media.

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Posted in Branding Tips on August 4th, 2010

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