Why you should (almost) never delete negative feedback

One of the more common concerns I hear among business owners who are debating whether or not to get active on Social Media is the concern about how to handle negative feedback.  Many are afraid that having a Social Media presence will just make it easier for individuals to complain about their business.

I can certainly see their point, but it makes a faulty assumption: it assumes that people aren't already complaining.  They are.  Saying that someone won't complain about you on Social Media if you don't have a page is like saying that a no one talks behind your back because you aren't in the room - it just isn't realistic. People will complain about you - and your business - regardless of whether or not you have a Social Media page.  In fact, having a Social Media page tends to channel the feedback and put it in a forum in which you can respond positively to it.

Which leads me to my next point - you should never, ever delete negative feedback on your Social Media page (except in the most extreme of circumstances).  Here's why.

Transparency
Transparency in the Social Media age is vital.  People want to know that they are dealing with a business that isn't afraid to hide their mistakes or dirty laundry, and if you delete negative feedback, it makes it look like you are afraid of criticism and unwilling to fix problems.  It's a cultural thing - deleting negative feedback is just not done.  You lose credibility.

You can fix a problem...
Say someone complains about you publicly.  You can address it constructively - tell someone you are sorry for their issue, ask for more information and offer a discount/some other incentive to get that customer back. This will likely help to solve the problem - particularly if the person wasn't just looking to complain and whine, but was actually looking for a real resolution.


...for all to see
If it's at all possible, make a point of trying to solve an issue in public, in front of everyone.  Yes, that's right - wash your dirty laundry in front of the crowd.  Why?  Because everyone will see you trying to clean it.  Trying to make amends for an issue will show that you are truly customer-service oriented and care about your customers satisfaction.  Most people are rational and understand that no business can be executed perfectly.  That being said, if you try to fix a mistakes, they'll see it - and realize that you value your customers.


When to delete
All of the above being said, there are some times where deleting a nasty comment is really your only option: when legal issues are involved, when someone is insulting, cursing or vulgar.  Sometimes that's a fine line to walk, but try to err on the side of not deleting, if you can.

Those are our thoughts - how about you?  What do you think?  Let us know in the comments!
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