Offf, that’s a tough one. I definitely would reply, without blaming them (i.e. DONT say “if you rascals paid more to attend it would still be open.) 

Can you offer up the back of the complex and place a few ramps there? 

@fran-eleazer  I have to suggest it is probably not a good idea to ignore them or delete them at this time (if it becomes more abusive – that may change!).  However, I do believe a “validating” stating that you acknowledge how the closing effects them and your understanding is definitely necessary.  They will cool down and keeping them as interested, possible future, customers would be a goal.

Good luck!

Wow!  Thanks for all of the quick replies!  I’m considering everyone’s suggestions.  Right now I’m going to focus on getting some positive feedback on there for our other programs, such as summer camp, and after school programs.  If someone calls us a name, I’m going to hide the post.  If someone has some feedback which is rational, I’ll address that.  I don’t want to get into a back-and-forth argument with anyone, and I think that’s what some of these kids are looking for.

@fran-eleazer I mostly agree with @Kim – this is precisely why it is a good idea to have a plan in place to address negative posts. Before you respond though, a few thoughts: think about the tone you take as this can make or break any chance of salvaging the relationship; Kims’ suggestion to try to take it offline is an excellent one. Also, don’t forget to thank the persons for taking the time to express their concern then explain in as general terms as possible why you did it and what your are doing instead  of it etc. 

Although this is in hindsight, one thing to consider going forward is how to let ppl know when changes are about to take place so you can reduce the emotions when it happens.

However, if posts are foul or involves smearing an individual by name then yes I agree you should hide them and post something like: although we appreciate feedback from everyone, out of respect of our readers, we have removed comments that contain inappropriate language.

All the best for a great resolution to this situation and encouragement to use this as a great exercise in forming a policy for dealing with similar situation in the future.

Take care

Great comments already from everyone, @fran-eleazer I also am throwing my vote in with do-not-delete but if the comments are foul or vulgar, make sure you put a Page policy in place as Kim said and then you can delete.  The problem with deleting feedback is that this enrages people and they take it to Twitter, blogs, other places on Facebook, etc.  
Things will calm down.  Good luck!

Here’s a true story that might inspire you. When Papa John’s Pizza first arrived on Facebook, their wall was covered with posts wanting free pizza. I mean it was swamped! When I saw this, I immediately imagined some marketing person in Louisville staring out the window of a high rise over the Ohio river, wondering if he/she was about to get fired.

Papa John’s turned it around by giving away pizza, and the complaints died down. Obviously, you can’t do that. But can you find a way to engage those people? I’m thinking:

• Have a Facebook chat on your page with a legendary skateboard figure.
• Get an X sports personality to do a giveaway to that audience.

@Scott-Linklater – the down side as I believe someone else has already mentioned is that these same “kids” take to other social networks. And, just because they are “kids” does not mean that they do not deserve the same consideration since after all they are the audience here.

@Ann-at-greeknoak – we have to have thick skins to survive in SM – on one of the videos I published on YT (over 200k views) I had someone say they could not stand the sound of my voice (I am from the Bahamas) and another complain about the number if icons on my desktop -my first reaction was to feel hurt and to lash out but then I remembered the other 200k plus folks who complimented my video and those that actually subscribed to my channel. I simply told the one (gee, so sorry your listening skills are not tuned to the melody of my island accent and offered to send him a transcript of the recording and the other, I said ” aha fooled you……. I guess that is what a good graphic is supposed to do!)  As far as I can tell, they are both still subscribers.

The point is that we have to remember that we do not have control over how ppl will respond but having a good plan of action for negative responses helps to keep it all in perspective and yes, knowing when to delete with a good explanation I think goes a long way.

All the best.Gina

What a great discussion!  I was leaning towards leaving most of the negative comments, along with my positive responses, until I read a post on this page: http://www.facebook.com/mysocialidentity about EdgeRank being damaged from negative feedback.  Is it too late to undo the EdgeRank damage?