The first thing you must do when it comes to negative comments is to determine if it is quality feedback or an internet troll.
When it comes to a business’s social presence, do not take it personally. Check the source and determine if there is a learning experience in the comment or if this person is just a bully.
Most negative comments on business pages come from those who want to be heard. Therefore, understanding that this person really just wants someone to listen can help improve the relationship and can even turn a negative experience into a positive one.