As the adage goes, “Sometimes it’s best to ignore ‘em, sometimes you have to kill ‘em with kindness. But depending on the temerity of the troll, you need to tailor your tactics.”

Sure, people engaging in your brand on social media can give you a sense of fulfilment, but when they start getting involved a little too much in a negative fashion, they can end up being a pain to deal with. So these people are basically what you call as “social media trolls” and they’re out and about to cause some rumpus – either they encountered some troubles with your product or service, genuinely found your brand unsatisfactory, or they could just be looking for some faults.

The more attention trolls pay on your social media, the more difficult to stave them off. And this can pose a problem more especially that negative comments can influence how others feel about your brand. So when you want to get rid of the nuisance without losing your control, try these tips:

  1. Resolve the Issue Immediately

Do not ignore them the moment social media trolls begin interacting with you. It is absolutely essential to deal with them as soon as possible because if you don’t, you are giving them enough ammunition and power in their hands to slowly damage your brand.

Whether they have a genuine dislike with your product or are just doing business with you in a malicious manner, you need to act immediately and move smart. Learning the right way to respond effectively to negative comments on social media platforms will eventually earn your customers respect and loyalty.

  1. Be Accountable

There is nothing wrong admitting that you messed up. So when you respond, address the issue in a polite way while stating in details what went wrong and what your company plans on doing to fix the issue. You may also keep the tone playful to keep the mood light and friendly. By being more transparent, you are giving your customers enough reasons to trust you.

  1. Deal with Trolls in Private

Sometimes it’s much better if the issue is being held in private as this can lessen the damage trolls could bring to your brand if they keep complaining in front of the public. By making the conversation privately, you get to deal with them one by one, reducing other potential issues and unnecessary drama they may create.

  1. Ignore Unfixable Problems

Bear in mind that there are just some problems that can hardly be fixed. Since the levels of negative comments vary – from justifiable criticism to harsh attacks meant only to harm – you must be aware that some trolls have core issues (i.e. anger and abusiveness) and they have no other way of getting rid of these problems but by creating destruction in front of everyone.

  1. Shut the Comments Off

If things are starting to go out of hand, cutting the comments will probably be the best step. But you must take note that shutting off the comment section must be your last resort.

If you have exhausted all other options, apart from those mentioned above, and the trolls still continue to wreck damage and your brand is greatly affected already, it might be just the right time to take the comment section down in your social media websites. This way, you are putting the power back in your hands and showcasing how professional your business is.