Because it’s 2012, and that’s not the way things work anymore – there’s no rug to sweep it under!
Why don’t more fan pages understand this?
Some of the most effective customer relations you can make are with those that have a bone to pick with you publicly. If you quickly address the problem, politely offer a solution and apology, 9 times out of 10 you come out ahead of the game! The only time you should be deleting comments is if they contain profanity or are flat out malicious without legitimate cause. To be sure, you better know the definition of legitimate…
This article is from earlier in the year but it’s guidelines are timeless in the era of social media: Maintain Transparency, Avoid Backlash, & Convert Confrontation into a Customer Service Opportunity.
Don’t cover it up, clean it up. Mess up and your fans will call you out!