Don’t Be “Spooked” by Digital Marketing: Responding to Comments

This is the second part of our social media “spooked” series. To catch up on the first part of the series, click here.

In the spirit of Halloween, the Max team loves to gather around and share scary stories about how digital marketing went wrong for them at one time or another. Whether it’s a post on Facebook that went haywire or retargeting audiences for marketing (creepy by its very nature), we all have had that one “spooky” online experience that we still get the chills from. Learn from our ghostly tales and how you can improve your game so these monsters no longer so bump in the interwebs.


“My Business Wasn’t Sure How to Respond to Comments.”

Talking to people can be awkward, especially when you are answering as a business and not yourself. You as the commenter have to take on the personality of the business and represent the company in how you respond. It’s not as easy as it looks!

When responding to customer comments, it’s important to keep in mind a few things:

  • Keep it professional.
  • Add some personality to it. It makes you more approachable and easier to converse with.
  • Keep it short and sweet and to the point.
  • Offer assistance if needed.
  • Offer additional options of contact such as email or letters.

One thing your company will need to face is addressing negative comments. Yea, it can suck hearing you’re not doing so hot. But, here’s one of those lemon-to-lemonade situations.

Don’t let the negative drive you down. Look at it as a growing opportunity. Learn where your business is dropping the ball and how you can correct this interally before it happens again and potentially lose more business.

Address concerns and questions. Don’t let the negativity just float out there. Hit it head on by letting customers know you are out there and paying attention. Address them and their concerns kindly.

Offer solutions. How can you gain their business back? Offering solutions to a problem, refunds, or compensation may be all you need to help a dissatisfied customer go from gloomy to sunny.

Follow up. Nike does a good job at checking back with those who had problems with purchases and making sure the solutions they offered worked for customers. FitBit does the same. It never hurts to check up on customers and let them know you care about their satisfaction.

Luckily for you, you have an arsenal of ways to attack tough comments and even increase engagement through posts with these suggestions! If you’re still stuck with how to address a problem, feel free to ask us by contacting us at