In most cases, you should try to respond to anyone who communicates to you through social media, even if their posts are negative. Many times, people with complaints just want to feel heard, so make sure to acknowledge their issues. Let them know that it’s something you are aware of or something that you will look into, and thank them for their feedback. Someone who complains will respect you and your company more for doing everything in your power to address their issues. The goal is to create an honest community, where customers can share their thoughts openly with your company, whether they are positive or negative. There are certain times, however, when it is best to either ignore or delete certain posts. If someone’s posts are not constructive or become defamatory, it is best to either ignore the comments—or delete them altogether. One rule of thumb is, if the posts have the potential to harm any other member of the community, they should be removed immediately.