How to Handle Trolls and Haters Online

A business owner in our community lost an entire weekend to one stranger in his comments. He was right on the facts — and every reply he wrote just made the fight bigger, until people who’d never heard of his business knew him as ‘the guy fighting in the comments.’ He’s in good company: from Amy’s Baking Company to a boutique hotel that tried to fine guests for bad reviews, the internet is full of owners who went toe-to-toe with trolls and lost. In this episode I share the one question to ask before you respond to anyone — do they want resolution, or an audience? — plus exactly how to handle each, and seven ways to stand up for yourself without becoming the troll. This episode is part of the Publicist in Your Pocket podcast by PR Shield — the show that gives business owners, founders, and creators the PR moves they couldn’t afford to hire. 🔗 Get the free Troll Response Decision Tree, the crisis-plan course, and expanded show notes inside the PR Shield community.📋 Topics covered: Three real owners who fought trolls and lost — and why The one question: resolution or audience? How to handle each kind of person Protecting your team before a crisis hits Knowing the line where a pile-on needs a real hand Seven ways to stand up for yourself without becoming the troll ⏱️ Chapters: 0:00 — Owners who fought trolls and lost 1:45 — Crisis is a spectrum 2:15 — The one question: resolution or audience 3:15 — Handling each kind 4:15 — Protect your team + know your line 5:15 — Seven ways to stand up without becoming the troll 7:00 — Your action step 7:30 — The manifesto Free resources mentioned: The Troll Response Decision Tree, and the free crisis-communications-plan course — both inside the PR Shield community. About Cyndee Harrison:Cyndee Harrison is an award-winning publicist and the founder of PR Shield® and Synaptic, a Michigan-based reputation studio. Her work is built around a clear belief: credibility is currency — and no founder, creator, or small business owner should have to defend a reputation they earned alone. Through PR Shield, Cyndee helps business leaders get more visibility with less vulnerability, offering a collaborative community, affordable technology tools, and access to dedicated professional publicists. Get started at prshield.com or tune into the Publicist in Your Pocket podcast wherever you listen. 🌐 prshield.com | publicistinmypocket.com📱 Connect with us:Instagram: @getprshieldTikTok: @prshieldLinkedIn: linkedin.com/in/cyndeeharrison