Negative comments. Upon seeing these comments, you may feel inclined to lash back or click “delete,” but this is a bad idea. Promptly (within 24 hours) acknowledge the negative feedback and offer a resolution to the issue. If the situation is too complex for social media, offer an email address or phone number where you can be reached.
Inappropriate comments. Any posts or comments containing profane, offensive or threatening language should be deleted ASAP. Regardless of what has been said, you should politely reach out to the individual (via personal message or email) to explain why the post has been removed.