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Question 1: I recently posted a question on a company’s Facebook wall and checked the next day hoping for a response. I was surprised to see my post was removed. What are your thoughts on removing customer questions from Facebook, and is this okay to do?
Our Response: Removing client questions or negative feedback from a business’s social media site is a big no-no in our book. A surprisingly large percentage of companies, including well-known brands, regularly let posts “disappear.” Unless it contains inappropriate content or spam, we feel that a company should never outright delete a question or comment from the public eye. When businesses ignore or remove an obvious question on a social network, not only does this look bad to their fans, but they’re also losing a great customer service opportunity to drive more interest, customers, or sales!