Dealing with negative social media comments

Don’t engage in a comment ‘war’. There will be no winners in this scenario, and it could make you look unprofessional to people who don’t know you or the context.

Don’t defend Quilter, either on your own page or on company pages. The social media team will respond to those comments as and when appropriate.

If someone states something that is factually wrong, you can clarify this if it’s helpful to the person posting or others seeing the post. However, don’t further defend why what they have said is wrong.

You can hide comments on your Facebook and Instagram pages so that they are not immediately visible. This is not available on LinkedIn.

If it is an old post that someone has commented on, it is often advisable to ignore it as the chances of others seeing it is smaller than on a new post.

If a comment is customer service related, answer the comment publicly by directing them towards contacting you by email where you can help them further.