You’re a business, and that means you’ve got a Facebook account. As the nation’s consumers and potential hires continue to toss out the newspaper, delete their links to monster.com, and instead log onto social media, crafting a Facebook presence is a good idea. But what happens when good ideas go bad? If there’s one inevitable in life, it’s that you’re going to run into conflict. People will badmouth you. On Facebook, this takes the form of negative and sometimes downright nasty comments, justified or not, on your Facebook Wall—right where it’s viewable to all who visit. What should you do? Here’s some advice.

Stay positive. Facebook is still so new, and it’s all too easy to confuse the personal nature of the medium and reply in a personal manner. When you respond to negative comments, don’t get defensive. After all, you’re representing your business, and as a rule, businesses have thicker skin. If you decide to write back, remain calm, courteous, and professional.

Engage your detractors. Oftentimes, a person will make a big splash to get noticed. Barring profanity, try and find out what they’re after. If you turn an unhappy customer, that’s positive PR that lives on your wall for at least a few weeks. Nice!

Don’t be afraid to hit “delete”. Should the conversation go from productive to public spectacle, you need to take action. Delete the thread. Some folks are just out to do a little mud-flinging, and Facebook empowers you to nip that in the bud. If your online assailant uses profanity and verbiage of an adult nature, get it out of there. You don’t want other (and possible younger) consumers exposed to that.