Reflection on Social Media Case 5: Paypal Deleted Comments

This Pay-Pal story is interesting because I have never noticed a business delete reviews or comments that tend to be negative. What I usually see is company’s that just ignore the negative comments or personally writing back to whoever wrote something bad about them. I think this writing back and addressing the problem is the best solution, simply just deleting people’s opinions is never going to end good and that is what happened in this case. People were angry that PayPal was trying to ignore the negative comments and act as if they didn’t happen. When companies do this it hurts their reputation and can make customers not trust them anymore. When running a business you need to be open and honest with your customers and take criticism that they give you. Because even if you do not necessarily agree with the criticism it could make your business or company better in the long run. And the end goal is to have your business be as successful as possible and if a few negative comments could somehow improve the quality and revenue of your company then it doesn’t make any sense to delete negative reviews. https://www.forbes.com/sites/alisoncoleman/2017/07/23/why-bad-online-customer-reviews-could-be-good-for-your-business/#28d5f1e33bc6 . There are cases when it is okay to delete comments but most of the time if they are just negative off topic comments it is better to leave the comments and maybe address the issue yourself. I think this incident hurt PayPal initially but certainly did not hurt them in the long run. PayPal has been an extremely successful company regardless of this occurrence. https://qz.com/16933/paypal-is-a-dinosaur-with-smart-competitors-and-heres-why-its-wildly-successful-anyway/  I think this was just a small mistake that PayPal has learned from and will continue to learn from. Keeping your customers happy and putting the customers before the business itself should be a priority for any small or major corperation.