Handling Negative Comments and Trolls
Negative comments are inevitable on social media. How you respond is visible to everyone, so a calm, professional approach protects your reputation.
There is a clear difference between a genuine complaint, which deserves help, and a troll, who is looking for a reaction.
Triage First
Decide quickly which category a comment falls into and respond accordingly.
- Genuine complaint: acknowledge, apologise, take it to private channels.
- Misinformation: correct politely and factually, once.
- Troll or abuse: do not engage; hide or block as needed.
Never Delete Genuine Criticism
Deleting valid complaints almost always backfires. Hiding spam and abuse is fine; silencing customers is not.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.