More and more, small businesses are finding that the interaction with themselves and customers is increasing on Facebook. Two of the biggest questions businesses are asking: how should I Facebook and make it effective?
Below, you’ll find the dos and don’ts when it comes to engaging with your customers on Facebook!
- Do assign the responsibility of Facebook to an employee. 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. Clarify who will take on this position, correctly train the employee and build the Facebook duties into their job description. Don’t forget, Facebook duties should include regular posting and responding to interactions, whether positive or negative.
- 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.
- Do be personable. 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. Customers will be more likely to interact if you show the human side of the business.
- 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 doesn’t exist anymore.
- Do ask questions to get your customers to interact with your via your Facebook page. You can use this useful feedback to improve your brand.
- 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 good, but can be destructive if it is bad. If you receive a negative review on Facebook, supply an email and deal with the issue off of the website.
- Do ask for your customer’s feedback. Post anything from a new a product or service and request any feedback to improve said product or service.
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!