Walmart Errs in Removing an Unfavorable Post from its Facebook Page.  Instead of addressing the issue, it only made matters worse!  What a great example of what we have discussed here in the past! 

http://www.marketingpilgrim.com/2012/08/walmart-removes-fb-update-about-store-mugging-creates-even-more-trouble.html

I personally feel it is always better to respond. At least then it looks like the business cares about their customers!

Most of the time I ask for the person to contact us via a private message and then a day or so later I’ll delete the comment, but only if it is truly inappropriate for the page. Otherwise we can respond with something that say’s ‘thank you for the opportunity to resolve this issue for you’  or something like that.

@kimkline @andrea-vahl

I saw the post on Google+ yesterday from Thomas Hawk and then read this morning that they had removed his comment (twice).  Luckily, his wife is ok but his children witnessed the whole thing.  The store manager actually tried to get his wife to not to involve the police!

Here’s the post from Thomas Hawk - http://thomashawk.com/2012/08/hey-walmart-my-wife-was-mugged-in-front-of-your-oakland-store-today-thanks-for-censoring-my-facebook-comment.html

Another social media fail on Walmart’s part.  They really should address the issue and with a public forum.  I can see this blowing up in their faces.

@ashleyhyde  I see where you are coming from, and in most cases, a private message and solution like you mentioned in your earlier post may be the way to go.  In this instance, however, the “cat was already out of the bag” and a more public post was probably necessary to stem the tide.