Some of my SCORE small business clients just do not have the personality needed to effectively use social media for their small businesses. While they are personally very conscientious, they also take their reputation personally. Thus, it becomes a personal affront when someone demeans or disparages their business, its products, or its services. In truth, there are invariably a few mean customers who try to take advantage of businesses, but that doesn't matter. More commonly, sometimes mistakes just happen, but customers can likewise see it as a personal affront. Again, it doesn't matter who is "right".
If you want to use tools like Facebook, Twitter, Yelp, etc. to publicize your business, then you have to accept that you will get negative comments. If you do not have the personality that can bite your tongue, apologize sincerely, and offer a discount or other consideration for anyone claiming bad products or service, then the answer is to just not play on social media. The internet is absolutely an environment where the customer is always right.
Most sites do not let you filter comments. Even if they do, any attempt to delete them will just lead to more vitriolic responses. The good news is that internet users are very experienced with spotting trolls who are just trying to pick a fight and hear themselves talk. Just continue to respond positively and feel confident that your good services will be endorsed enough to easily offset the few complaints.
If you want to use tools like Facebook, Twitter, Yelp, etc. to publicize your business, then you have to accept that you will get negative comments. If you do not have the personality that can bite your tongue, apologize sincerely, and offer a discount or other consideration for anyone claiming bad products or service, then the answer is to just not play on social media. The internet is absolutely an environment where the customer is always right.
Most sites do not let you filter comments. Even if they do, any attempt to delete them will just lead to more vitriolic responses. The good news is that internet users are very experienced with spotting trolls who are just trying to pick a fight and hear themselves talk. Just continue to respond positively and feel confident that your good services will be endorsed enough to easily offset the few complaints.