Crisis situations could happen in any business. The error, which is the most committed – is a denial of the situation or an escape. This is the worst solution that can be selected.
A good way to avert the crisis is actions in Social Media. There, you can make conversation with users; you can turn the situation into a joke or just explain it. You must not run away from comments, much less to remove it from your Fan Page! It should respond and speak objectively and calmly.