In the world of social, the biggest question I encounter through seminars, workshops, training and consults is:
"What if people write bad things about our brand on our Facebook wall?"
The only ansewr I can possibly give is that each case needs to be handled separately, and that there is no one ansewr for all "bad" press. Typically though, taking the post down is not the solution. The best way to deal with customer service, as it is in person, is to be personable and to connect with your customer.
Some companies have a hard time understanding this when it comes to social. If someone complains online - everyone can see it! Surely, we must take it down! Right? Wrong.
This is even a bigger reason to leave the complaint on the page - everyone has already seen it. And you will look like a company who can handle customer service properly if you publicly deal with it.
But what about just down-right maliciousness, slander or joking about the brand?
Well, here is how a company called Bodyform handled it.
Sometimes, the best way to deal with a joker or malicious claim on your page, is to respond in humour. Remember, whoever is complaining will respect you way more, if you actual face the claim!
On another note, check this out. That's right. Facebook finally changed our Facebook page name to Dani G Inc. Yaaaaay!