Handling reviews and dealing with trolls can be a challenging task, but it is essential for managing your online presence and reputation. Whether you’re a Whatcom County business owner, content creator or simply an active internet user, the strategies shared below will help you navigate online reviews and trolls effectively.
Monitor your online presence. Regularly check the platforms where your brand or content is discussed. Set up notifications and use tools to stay informed about new reviews and comments. Being proactive can help you address issues quickly.
Stay professional. When responding to reviews, always maintain a professional and respectful tone. Address concerns with empathy and a willingness to resolve problems. Avoid getting defensive, emotional or engaging in arguments online. Request that the reviewer directly contact you or a manager at your business.
Choose your battles. Not every negative comment or troll deserves a response. Assess the situation and determine whether it’s worth your time and energy to engage. Often, trolls are seeking attention and not responding can discourage them.
Flag and report inappropriate content. Most platforms (like Instagram) have mechanisms for reporting abusive or inappropriate comments.
Encourage positive feedback. Actively seek out and encourage satisfied customers to leave positive reviews and comments. The more positive content you have, the less impact negative reviews or trolling will have on your reputation.
Create and share quality content. Focusing on delivering high-quality content can help drown out negative comments and trolls. By consistently offering valuable, engaging and informative content, you can build a loyal and supportive audience.
Be transparent. Address issues openly and honestly. If there’s a problem or mistake, admit it and explain how you will rectify it. Honesty can build trust and credibility.
Seek legal advice if necessary. If trolls engage in harassment, threats or defamation, consult with a legal professional to explore your options for legal action.
Remember that protecting your company’s reputation online is an ongoing process. It takes time and steady effort. If you want to take a proactive approach, you can hire a local PR professional like BPRC to provide guidance and to help position your brand in a positive light, which can help prevent negativity and trolls from engaging with you. Contact us to learn more.
