The Do’s and Don’t’s of Facebook Strategy

Social media can act as a platform for increasing brand awareness among a target audience, creating authenticity and engaging with existing and potential leads. More and more, small businesses are finding that the interaction with themselves and customers is increasing on Facebook. When using Facebook for business, companies ask, how can I maximize my potential? Check out what to do on Facebook and what not to do.

What You Should Do With Facebook

  • Do assign the responsibility of Facebook to an employee, team, or outsourced digital marketing agency. A lot of the time, the momentum of a business’ Facebook can decrease because it is presumed that an employee has taken care of it, when no one actually has. Clarify who will take on this position, correctly train the employee and build the Facebook duties into their job description. If you are working with an outsourced specialist, make sure you send them images & information they need in order to accurately portray your business & messaging. Don’t forget, Facebook duties should include regular posting as well as responding to interactions, whether positive or negative.
  • Do be personable. It is usually best to interact with customers in a relaxed, conversational approach. We’re not asking you to be unprofessional, but you don’t need to answer a customer like you’re writing a report – A little personalization will go a long way compared to a generic response. Customers will be more likely to interact if you show the human side of the business.
  • Do ask questions to get your customers to engage & interact with you via your Facebook page. This is great to improve your visibility, and you can also look at these responses as useful feedback to improve your brand.
  • Do ask for your customer’s feedback. Post anything from a new product or service and request any feedback to improve said product or service.

What Not To Do On Facebook

  • Don’t argue with your customers through Facebook posts. This will make the business look bad. Instead, once you receive a complaint, reply with an email or phone number they can get in touch with you at and handle the issue in private.
  • Don’t misjudge the power of word of mouth on Facebook. Whether positive or negative, any kind of news can move around quickly. This can benefit business owners when the news is positive, but can be destructive if it goes badly. If you receive a negative review on Facebook, supply an email and deal with the issue off of the website.
  • Don’t let your Facebook page go inactive. If your customers aren’t seeing regular updates in their News Feeds, they’ll think your page (or even business!) doesn’t exist anymore.

Facebook is an easy and more importantly free social media service to interact with your customers. As a small business owner, if you’re not already on the platform, we encourage you to do so! If you don’t have the manpower or skillset to manage social media yourself, Boston Web Marketing is always here to help.

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