Sort the comment first
| Type | What to do |
|---|---|
| Real complaint | Reply publicly, then move to a private message |
| Question in a complaint | Answer the question clearly and kindly |
| Spam or scam | Hide or delete, then block the account |
| Abuse or threats | Hide, report and document it |
A reply that works
- ThankThank them for raising it.
- OwnAcknowledge the problem without excuses.
- MoveOffer a direct call or message to fix it.
- ClosePost a short update after you fix it.
What not to do
- Argue or blame the customer in public
- Delete honest criticism to hide it
- Share private details, like dates, invoices or treatment
- Offer refunds in exchange for removing a review
The FTC's rule bans using groundless threats or intimidation to remove negative reviews.
Health practices need extra care
HHS has fined dental practices that disclosed patient information while replying to online reviews. Never confirm someone is a patient. A safe reply sounds like "We take every concern seriously. Please call our office manager."
Tip. Instagram's Hidden Words can filter offensive comments and message requests. Facebook offers similar comment filters. Set them up before you need them.
Good example. A restaurant replies within an hour, apologizes for a cold meal and invites the guest back. The guest updates the comment.
Bad example. A restaurant argues in the comments for days. Screenshots spread further than the complaint ever would have.
Read what community management is. Our social media marketing replies to comments every day.