AT&T's approach shows that they care about what their customers think. Even with all the negative comments, I feel that they should respond and take it upon the company to make things better. I do not agree with deleting comments that are negative which is BP's approach. This just shows that they do not care how their customers feel if it is in a negative manor. The important part of building a company is allowing negative comments to help change the environment and or situation. They must intervene but not interrupt. The downfall of letting the negative comments be shown would include changes in people's opinion of the company, drop in sales, also people may not want to come to your business because of some of the negative comments about it. There is no perfect business, but many that are drastically changing for the better. Those companies that enjoy both the negative and positive comments from their customers are those companies who can better serve us.
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