Indeed, social media is a valuable tool for your business to connect and communicate with your clients and customers.  Nevertheless, what happens when their feedback is negative?  You cannot control who sees it?  Can you delete negative feedback or block negative users? Certainly, you can delete or block them, but that can create more adverse results and only worsen the scenario.  Deleting or blocking doesn’t mean you are solving the problem, but you are creating a whole new type of blowback (why aren’t you facing the criticism?) according to an article, What to do with Negative Social Media Feedback by Kara Perez.

Negative feedback on social media is inevitable, but how you handle them is what really makes a difference.  Here are 3 tips to manage criticism and negative feedback on social media.

  1. Listen.

As the saying goes, “you cannot please everybody”. Negative feedback is inevitable and you can’t run from them.  Thus, you need to face them. Take time to listen carefully to their complaints, what make them dissatisfied or mad with your services or products, and see how you can solve their issues.  Negative feedback can be a great tool to best improve your customer satisfaction. You can book a meeting room to discuss with your team what needs improvement or change in your products, services and capabilities to offer a better customer experience.

  1. Respond.

Don’t be quick to respond.  Instead, take a pause, read and absorb the comments calmly and objectively. Formulate and write your response when you are composed and calm to avoid heated arguments. Remember, once you hit the “send” button, you can no longer delete what you have said and saying something in the heat of the moment is not beneficial for your business.

  1. Apologize.

Be ready to apologize and accept your mistake if you really said or did something that hurt your customers. Understand and acknowledge that you disappoint them. Nonetheless, if negative feedback and criticisms are totally unreasonable, you can defend yourself and explain your side, but don’t rile them further. 


Social Media is a valuable tool to help build rapport with your clients. Following the simple tips mentioned above to deal with negative feedback can help you differentiate yourself from your competition in a digital world. Likewise, a well designed office space is what your team needs to be happy and motivated at work. YourOffice Philadelphia has come alongside dozens of businesses looking for everything from office space Philadelphia to meeting space Philadelphia. We know your business is unique, and your office space shouldn’t be any different. Let us match the perfect space or service to fit your business needs.

How do you manage negative social media feedback? We’d love to hear your thoughts.  You can also see us on Twitter and Facebook.