Turn the Negative Comment around by Highlighting the Strengths

Handled correctly, a negative comment on your website is a great opportunity to draw attention to your business’s many positive qualities. Turn the comment around by highlighting your strengths. If they had a bad experience with something that you are promoting on our niche site, tell them a story that relates to their experience and how the {XYZ product} has been helping people for over {x number of years} and you have personally see how it has helped you and others.

Here is an example of a comment I received recently via SiteComments in response to a tutorial I wrote about JavaScript on my WA affiliate marketing site.

Many people and perhaps you might simply deny the comment, but instead I am going to approve this comment and use it as a great opportunity to draw attention to my business's many positive qualities. For example, the purpose of my article was to help my visitors better understand JavaScript because it is a mystery to many people. His last sentence, "I did not become much smarter about JS after your article but at least know what the heck this JavaScript is" clearly tells me that I have done my job and my mission has been accomplished. He now knows "what the heck this JavaScript is" - great. My mission is not to make him "much smarter" but to help me know what JavaScript is. Therefore, I will leveraging that in my reply to him by saying how happy I am that he know what JavaScript is as a result of my article.

In addition, I will relay a story to him about how confusing it was and still is in many ways to me when I first started to learn JavaScript. I am still confused by somethings with it and I will convey my own learning curve with this commenter and how I wanted to pay it forward and pass what I have learned on to others and then I will probably work in how Wealthy Affiliate helped me to better my affiliate marketing training, because he does state in this comment that he has "met this term in my Internet Marketing endeavors". So since I know he is an Internet Marketer, that gives me a perfect lead-in to put in a plug for WA.

Remember, what I said on the previous page about reading over their comment and seeing if you can put together the root of the problem, and what you can do to make the situation better. The root of this commenter's problem is he does not like JavaScript has "symbols, brackets and other signs" and he is "forced to touch/screenshot it". Okay, so he does not like having to interact with it nor all of the symbols and stuff. That is the root of the problem. I can try and make the situation better by explaining how computers are like people in that they have different languages they understand just like people do. People understand languages like English, French, Spanish, and Dutch and computers understand languages like HTML, CSS and JavaScript. Explaining things this way might help his understanding by highlighting the strengths - that computers are actually similar to people in some ways.