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  • http://www.facebook.com/mullenann Ann Mullen

    I have a client who picked up a troll from LinkedIn. We just didn’t approve of his remarks. He replied a second time and we didn’t approve that one either. He left. I’m not sure we handled it correctly, but he wasn’t nice.

    Ann Mullen who recently published Outbound and Inbound–How Can an
    Inbound Marketing Coach Can Help? at http://bit.ly/RIuhNn

  • http://twitter.com/DanHesmondhalgh Dan Hesmondhalgh

    Great post. I’d add that it is important to have real service agents plugged in so real issues can be responded to quickly rather than redirected.

  • MaryJ

    At first I worried about these rude or negative comments, but now I respond in a positive and professional manner.

  • @SooSooSees

    Someone encouraged others to weigh in on whether I was hiding something in one of my videos. I responded that the interview was about actor John Schneider, not me. No one else responded and that person went away.

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  • http://cashwithatrueconscience.com/rbblog Ryan Biddulph

    Hi Jeff,

    I always SMILE before responding.

    Puts me into a light, playful vibe, so I resonate strongly with you.

    I remind myself, the negative comment has nothing to do with me. Sure, I might have screwed up, but the negative take is the individual’s frustrated perception..so I know I can respond without being upset or angry.

    Since I am human I get pissed at times…which leads me to the blessing or working online, where we have a 10 second, 10 minute or 1 hour buffer we can build up, between reading a comment, cooling down and THEN responding ;)

    Thanks for sharing Jeff!

    Ryan

    • http://twitter.com/TaraHornor Tara Hornor

      Great tips, especially the SMILE. :) And I think it’s a very valuable tip you give for waiting to respond until you calm down. Thanks for sharing!

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  • geofflivingston

    I find with the trolls it’s best to give one quick answer, factual, and leave it at that. If it’s repeat performance, no oxygen, no anything. It’s the corner office with glass windows and nothing else for them.

  • http://brisrocket.wordpress.com/ Andrew

    Hey Jeff, should you simply delete Troll comments? Is that not the best thing to do for an unrelated, off-topic attack at your brand?

    • http://jeffbullas.com Jeff Bullas

      If it is abusive and hunting for a response that has no validity the answer is”Yes” delete.

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  • http://www.hisocial.com/ Hisocial

    Negative comments are part of the game. If you want to play social, at one time or another you’ll have negative comments.

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  • TheOtherRosie

    If Twitter would add an option that allowed us to block the followers of someone we’ve blocked that would help a lot with trolls&negative comments.

  • TheOtherRosie

    The biggest problem I’ve had on twitter as a woman of faith is groups of atheists attacking like a school of pirranha, without my doing or saying anything to them.

    • http://twitter.com/TaraHornor Tara Hornor

      If the comments are only harmful and not helping anyone, then you can probably get away with deleting them. However, you will want to leave some and respond. If you remain positive in your responses, then people will disregard the commenter as a bully rather than a reliable source.

  • http://twitter.com/socialwhistle Sivakumar .T

    Well said! These guidelines will even help KFC India to regain its Good Online Reputation after the Worm Issue

    @jeffbullas:disqus & @tarahornor:disqus .. What if the complaints which we get are not worthy to be spoken in a public.. If we answer them we have to address every such worthless issues. And each of our responses will be noticed by other customers. This may even lead to loose our Reputation. Instead can’t we just neglect or delete the post or even make a deal with the customer in private after deleting his post ??

    • http://twitter.com/TaraHornor Tara Hornor

      Yes, I think that for the ones that need to be dealt with in private, you should definitely delete the comment and go offline to deal with it.

  • gohardtiggers

    I have had ppl send me DM’s saying someone is saying terrible things about me l tell them it is SPAM, but how do l find out who they are and what they are saying. Ty Rod

    • http://twitter.com/TaraHornor Tara Hornor

      It is all spam…no one is saying bad things about you. It’s just a ploy to get you to click on the link so they can garner information from you.

  • Megan

    Any advice on responding to questions about your business? For example, we’ve had a few customers who have realized that we give different discounts to different groups of people and they want to know why they dont get the best promotion when they are good customers.

    • http://twitter.com/TaraHornor Tara Hornor

      Simply explain your policy. Be honest and open and, if possible, explain how they can become part of these groups.

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  • http://twitter.com/TaraHornor Tara Hornor

    You bring up a great point that businesses and individuals should take negative comments and trolls on a case-by-case basis.

  • http://twitter.com/TaraHornor Tara Hornor

    I would reply generically to the customer and invite them to contact you privately so that you can work with them to fix the problem, for example: “We greatly apologize for your mistake. Would you please contact us at business@email.com so that we can discuss further how to repair this issue?”

  • http://twitter.com/TaraHornor Tara Hornor

    Not a bad idea!

  • http://twitter.com/TaraHornor Tara Hornor

    Nice! Thanks so much for sharing…this is an excellent example of how to treat trolls.

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  • http://www.nepasocialmedia.com/ Steve Weber

    I run a few blogs and profile for a for-profit online school and for every 1,000 positive comments we get, there is always that one troll comment that everyone else seems to see. I usually try to check in with the troll via private message and see how I can make their experience better. I’ve had good luck. I do my best to celebrate and thank the positive commenters (publicly) and use my street cred as a social media manager to act as a messenger back to my support team for the ticked off ones. They wrote us for a reason, the least I can do is say sorry “I’ll try to get to the bottom of it”. Your reply alone makes a difference to someone who feels as if they are getting nowhere with your brand.

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  • http://jeffbullas.com Jeff Bullas

    Thanks Mike for the insight and pickup on that error!

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  • http://www.keepthetailwagging.com/welcome Kimberly Morris Gauthier

    I have a troll who used to visit my blog monthly to attack me for days – that was when I would respond to him. Now I hear from him a couple times a year. He develops a new name and email address, but complains about the same thing. I respond as if I don’t know who he is, I remain polite and share my commenting policy (i.e. my blog isn’t a place for him to attack me or my readers), I then blacklist him.

    Once I stopped getting upset and just handled it professionally and respectfully while setting boundaries, it seemed to take the wind out of his sail. The first time I blacklisted him, he raged at me via email and when I didn’t respond, he apologized and begged me to allow him to comment again. That’s when I finally realized that I was feeding his hysteria by getting upset.

    I wish I would have had this email a year ago – LOL :)

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