(2nd of two parts)
Use humor carefully and kindly
If your brand voice allows for it, you can defuse tension with gentle humor. As long as it’s not sarcastic or passive-aggressive, you can answer negative comments with a lighter tone.
Here’s a sample scenario:
Comment: “Sobrang late ng rider niyo, gutom na ako ”
Brand reply: “Ay naku, sorry po! Baka na-Traffic Patrol si kuya. We'll make sure your next meal arrives faster and still masarap!”
Remember to use humor only if the customer seems open to it. Misjudging tone can offend them further, so discuss with your team or community manager how to respond appropriately.
Thank constructive critics
Not all negative comments are attacks – some are opportunities. If someone points out a packaging flaw, pricing issue, or inconsistent service, thank them and show you’re listening. Let them know you will work on their concern to improve their future experience.
Aside from turning the critic into a potential advocate, this shows the public that your brand cares about growth.
Ignore or Hide Only When Necessary
There are instances that necessitate or make deleting or hiding acceptable, such as:
- Hate speech or discriminatory content
- Spam or phishing links
- Personal attacks or profanities
In these cases, hide the comment or report it. You can also include community guidelines in your “About” section to protect your page and explain moderation.
Monitor trends and feedback
One bad review can be an isolated case, but it could also be a pattern you're not seeing yet.
This is where a PR agency in the Philippines can help with social listening, allowing you to spot repeated complaints, identify common pain points, and respond proactively. With their help, you can avoid turning a minor issue into a crisis.
Highlight resolutions publicly
If you’ve resolved the issue, and the customer is happy, ask to share the outcome. This turns the narrative around.
You can update the situation with a message like: “Thanks again to Ma’am Jenny for giving us the chance to fix the issue! We’ve sent a fresh order + freebie and we’re glad you’re happy. ”
The public wants to see that the brand really lived up to their promise of improvement. Remember, resolution stories are powerful for restoring trust
Use pr support for escalated cases
When a comment goes viral or criticism starts spreading beyond your page, you don’t have to endure it alone.
PR professionals can help you craft a proper public statement, manage media attention, lead omnichannel messaging, and do damage control.
A reputable digital marketing agency offers extensive knowledge and experience in crisis communication, which is invaluable when reputation is at stake.
Respond like a human, not a logo
In the Philippines, relationships and community are at the heart of communication. How your brand responds to negative feedback reflects your values. When people feel heard, they’re more likely to give your brand another chance.
Handling negative comments can feel overwhelming, but you don’t have to do it alone. A trusted PR agency at your side can help you turn criticism into a stepping stone, not a stumbling block.
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