Stop! Think about it for a minute before you comment on a post, product or service. Here are a couple of questions that you should ask yourself:
- Why are you commenting in the first place?
- Are you adding value to someone else business, post or website?
- Is you comment relevant?
Relevancy is the most important factor in getting your comment acknowledged by others. You would not want to leave a comment about how bad the movie was on a post, that talks about how to design your perfect home & garden.
Most of the times when people comment there is some sort of intention behind it.
Let me explain further…..
There are four types of comments that we have identified that you may be familiar with already.
Negative comments are left with one intention primarily to lash out your frustration.
It could be to do with:
- bad customer service
- late delivery
- high fees and charges
- terrible product
In most cases an outcome is expected in favour of commentator, whether it happened or not is another story. Negative comments must not be taken lightly and should be examined thoroughly. To examine you should collate all the facts and have the evidence to support those facts.
After investigation, if the comment found to be invalid it must be removed to protect brand’s reputation. In some cases negative comments can have positive impact.
For example: It can help the business to learn about their mistakes with products and services. Therefore, businesses get opportunity to fix the issues to grow further.
Below are the examples of negative comments:
Positive comments are made by long term customers who have trust in the brand. Another example of people leaving positive comments would be when they have had great experience with product or service.
Either case, positive comments are simply there to add value to whatever you are offering. It encourages the others to buy and be engaged based on the positive things mentioned by previous users. It creates a snowball effect, hence one follows another!
You can never have enough of good comments, can you?
Have you ever read a comment on a post, product or website that made you smile or changed your mood. That’s the type of comments I am talking about. It does not stop there, even when you talk about it with your friends and family it changes their perspective too.
Below are a few examples of positive comments:
What makes these comments positive is quite simple, user’s personal experience!
Encourages individuals and businesses to grow and learn from their mistakes. i.e. I bought product x from your website last week. The product arrived late however my daughter was very pleased with it as soon as she opened it. It was her favourite toy that she wanted to have for long time.
In this example, customer is providing constructive feedback by saying that the child was extremely happy with product itself and the only issue was the delivery that it arrived late. The business can work on their delivery partners and check their delivery times. Once the issue has been identified and then update their website with new delivery times accordingly.
Additionally, the business could take an extra step and refund the money to that customer to create positive experience. Not only the customer will become promoter of that business but will continue to buy products for long time.
Below are some examples of constructive feedback:
Generic or fake comments are almost meaningless. However in some cases can cause harm to business growth. Generic comments are made using AI or bots, hence can cause a website to go offline. Especially if you are using shared hosting. Additionally, these type of comments can chew up fair few resources on your shared hosting account as well as takes time to remove them. You can learn how to block bad bots and download a list to implement straight away into your website.
For example: webmasters or SEO’s use bots to generate generic comments hoping to gain backlinks. Usually there is an expected outcome in commenter’s favour.
These comments can be easily recognised and about 99% of the times can be removed without spending much time to check authenticity. They are straight of spammy, filled with links to 3rd party providers, usually no sentence structure, random words etc.
Below are the examples of generic comments that we had received a while back
Comments must be manually approved at all times and moderated if necessary to eliminate any confusion or spelling errors. It is a straight No-No to auto approve comments.
Simply because by the time the administrator would attend an comment it may have caused the damage to your brand. In some cases administrators may never attend to these comments due to the large number of comments being added by users.
Competitors use tactics to stop the other businesses from growing and pay huge chunks of money to web masters. Web masters use bots to flood the competitors websites with generic and fake comments. This can slow down the competitors website as well as cause damage to business reputation.
How can you verify if a comment is genuine?
A visitor leaving genuine comment would normally talk about their experience with service or product in detail.
The comment would usually include:
- The description of the product purchased
- Functional & non-functional components of the product
- Intention for leaving comment i.e. contacted customer service the issue not resolved or it was resolved
Talk about the your experience where practical.
You should not comment on someone else’s experience unless you have had similar experience with the product or service. If you can’t make someone else’s day, try not to worsen it too!
Especially leaving comments on websites you should consider including why the product or service is good? Instead of just saying “very good product”. You should help the business and others visiting your comment understand what you liked about the product. This will motivate the business to continue delivering better products.
Happy commenting everyone!
Lastly, share with us an example where you have made impact with your positive or constructive comment!