How to Deal with Negative Twitter Comments

Twitter can be a great tool for getting the word out. But when that word is unkind or unfair – and it’s about you – what do you do? It’s best to have a plan for negative comments on social media.

I have personal experience with this. Hard to believe? Perhaps, but with 11 years of providing design services to hundreds of Oklahoma City clients – we’ve had a few hiccups. Ball drops. Missteps.

Twitter Sucks CartoonLast week, I was scanning the ‘mentions’ column in my Hootsuite account and there was a tweet from someone who had a less-than-stellar experience with one of our people. The tweet was suggesting that one of our employees should have a better personality. And that a client shouldn’t have to feel like a burden. The tweet was prefaced with our twitter account which let me know we were supposed to see this comment.

Pause. Relax. Figure out my next step. Gotta love social media.

Since the upset party was compelled to tweet their dissatisfaction, I figured it would be appropriate to respond back also with a tweet. I reply back that I just saw their tweet and I’ll call them because I’d like to learn more about this. My tweet back was measured, responsive and in no way escalated the situation. Which would have be bad.

And so I call. No answer and I leave a polite message req