They’re creepy and angry, looking for online content to bash. They don’t see the good in anyone, only the wrong. They’re only comfortable in their own environment, usually a dark room with a Wi-Fi signal.
Scaring businesses from blogging since 1999.
But have no fear because these creatures are actually totally harmless. And if you ever encounter one, there are some easy steps to help you spin the situation in a positive light:
It’s really important if anyone decides to bash you or your business online, that you don’t hide from the problem. Not only because you should be replying to everyone’s comment to help them feel engaged in the conversation, but also because you need to show the trolls and everyone else that you are not afraid of a little disagreement conversation on your blog. Take some time to think about how you want your business reflected and draft a reply comment that best represents that.
Kill them with kindness
Be sure to carefully word that reply, though. I know you might think you want to put that person in their place (believe me, I know the feeling). But in order to show the rest of your community that you are above this and a joy to work with, you actually want to make sure the message reads that you not only want the conversation squashed, but you want to win them back as a grateful customer. That might sound ridiculous because likely you didn’t do anything to them, but why wouldn’t you want to make a new relationship? This is a great opportunity to not only turn a negative into a positive, but to win back business you wouldn’t have had again.
Let your community handle it for you
If you have a business that’s been around for awhile, and especially if you’ve built up your blog presence, you probably have a great community backing you. I mean, you’re in business for a reason. People like you and your services/product. So, a lot of the time when people are engaged in a blog post and comment conversation, they are the first to respond when a troll busts in and ruins the party. One trolls disagreement can’t stand up to many people’s great experiences with you. Let them go to bat.
Don’t delete the comment
You might think this fixes the problem, but it definitely doesn’t. For one, this troll probably just had a bad day at work and something happened to make them take it out on you… but they still think it’s your fault. So when you delete the comment, you are only going to send them into a bigger comment frenzy (possibly on other platforms that you can’t control) and bash your name to no end. Whether you reply to the comment yourself or let your community stick up for you, leave it there.