So, how to deal with negativity?
1. Don't delete the comments. Work in every one of them otherwise you'll lose your clients. If you publish testimonials of your client on your website, then you can edit comments a bit so that it doesn't affect your website visual perception.
2.Try to reply promptly and politely❗️even if your client doesn't watch her tongue. Replies like «Oh, shut up, you know nothing» are unacceptable. Don't engage yourself in a conflict. Try to listen to her and understand her claims. Apologize for the inconveniences.
3.Avoid cliches. If her feedback is important for you, show it! Let her understand that you really do want to figure out what has happened, not just wish her away with another one cliche.
4.Try to avoid confrontations in public, on social media included. Resolve the problem privately. Text her in private messages and find out the details of her claims. Don't let your subscribers watch it (they're your potential clients, btw).
5.If the reason for a bad comment is your mistake, then apologize and offer her some kind of bonus. Like a discount or a free treatment.
The client-oriented approach in our business is not just a smart term that HRs love to use. This is what our money and reputation depend on.