I was browsing around Flippa the other day as I often do and I was checking out the auction listing for BurnYourToDoList.com. The site actually sold for $180,000 a week ago but unfortunately the buyer bailed so the site was relisted. Aside from it being relisted, I noticed something else that was interesting about this listing. The seller deleted some comments and those interested in the listing didn’t take too kind to the practice.
If you take a look at the listing, you’ll see the reaction the seller got for deleting comments. At one point Rachel Rofe, the owner of the website, had to step in and admit they didn’t know it was bad to delete comments. She essentially apologized for the deleted comments. I know Rachel and she is a sharp Internet Marketer and she knows here stuff. The fact that deleting comments was news to her led me to believe that there were probably a lot of sellers that didn’t know any better. I want to provide some tips for sellers on how to handle negative comments on listings so you can avoid the backlash from buyers.
How Sellers Should Manage Negative Comments
The title of this piece sums up my feelings about deleting comments. I may be exaggerating that you won’t sell anything if you delete comments, but the regular practice of deleting comments will certainly make your job harder so why do it? You want everything about your listing out in the open because you don’t want to give buyers even the slightest hesitation about buying your website. The more open and honest you are the more trust there will be with your buyers.
I don’t care what comments are left – leave them as is and address them head on. You’ll come across as a professional and you’ll build trust with your buyers. And remember, Flippa does provide a link on every comment where you can report offending comments so keep that option in mind. I personally would only exercise that option if the comments were really outrageous or if the same knucklehead kept leaving offending comments on my listing. Otherwise, most comments can be handled directly out in the open. Here are some ideas on how to handle the types of negative comments you might be tempted to delete (but shouldn’t):
Comment: “This is a nice site but I don’t see how it’s any better than this site: BuyMySiteInstead.com” Why should I buy your site over the other one?”
My Response: Jon, thanks for your interest in my listing. I cannot comment on the pros and cons of the other website you’re referencing but what I can tell you is the website I’m offering for sale speaks for itself. If you have specific questions or concerns about my website, please address them here or PM me. Thanks!
Comment: “You’re selling these widgets for $25 each? That is a ridiculous price as far as I’m concerned. You’re charging too much. Please explain your pricing.”
My Response:Sara, thanks for your interest in my listing. The price takes into account the costs and profit margin. I will be more than happy to share those with you via PM. If you were to buy this site, you would obviously be able to charge anything you like.
And let’s assume Sara follows up with another comment:
Comment: “I don’t care what the costs and profit margins are. You are still charging $10 more than all your competitors. There is no way your site is making this kind of money as I doubt anyone would buy that many widgets at that price.”
My Response:Sara, I appreciate your passion about this business. You are ahead of the game as you seem to already know a lot about the business. However, I’d rather not get into a debate on what should or shouldn’t be done in terms of pricing or how the business should be run. I’d be more than happy to discuss any issues you have via PM or by phone but I’d like to reserve the public comments for specific questions buyers have about this website. Thanks!
Do you see how I’m handling these comments? I’m addressing all comments – no matter how ridiculous or offending they may be – in a professional, level-headed way. I’m not letting my emotions take over in my responses. If someone leaves a comment that gives you an emotional charge, don’t delete the comment or give a response.
Cool down for a minute and step back. If it helps, type out that flamed response you want to leave in notepad or Word to vent but don’t leave it on your listing! Once you’ve had a chance to cool down and get your wits together, then leave a professional response and feel good that you’re the better person in the situation. The terse and idiotic comments, and your level-headed, professional responses will speak for themselves!
