Would you open a retail store and not have anyone mind the shop? Of course not. Your Facebook page is no different. If you’re going to have a presence on a social network (and the web for that matter) you have to be present.
A Facebook page implies that you are there to greet customers, interact with them about topics you have in common, and listen to feedback good or bad. Starting a Facebook page and ignoring it may end up hurting your business. If you frustrate your friends, they could do some serious damage.
Here are some simple tips to help you stay on top of your company's Facebook page:
- Enlist 1-3 additional admins to help run the page
- Require each admin to check the company page at least once a day; every time they check their own Facebook timeline is ideal
- Make sure all admins know where to direct varying types of questions received to ensure a quick resonse
- Be sure to post as the brand AND as yourself from time to time; this will increase exposure for your business on multiple news feeds
- Make a schedule. For example: each admin should post 4 photos each week; comment at least 5 times per week with a tag of the company; share a link a day, etc.
- Create guidelines for your page. Explain in your About section why you created the page (share common interests, etc.) and how long guests may expect for a reply (ideally no later than 24 hours)
- When at all possible and appropriate, reply to comments publicly so other people see you’re responsive (if you are able to solve a problem for a customer publicly, even better!)
- If comments are personal or sensitive, move your conversation to private messaging
- Check for messages daily
- Thank people who check-in to your business
The key to success is to be present, real and responsive. Are you successfully interacting with customers on Facebook? Please share your tips here.