If your business is creating Facebook posts that your audience enjoys engaging with, it’s important that you are able to properly respond to comments. You’ll want to make sure that you have a plan for how these comments will be handled, and learn how your page followers like to interact. Whether you are needing to respond to a positive or a negative comment on your Facebook, you need to be professional in your response. Receiving comments on your social media can be exciting and help you to market your business more effectively by providing additional information in the comments section, but if you don’t handle them correctly there could be some consequences. If people are commenting on your posts, and you’re not sure how to reply, here are some steps you can take.
Answer in a Timely Manner
When your page receives a comment you’ll need to quickly write a response to the user because it’s what they’ll be expecting. By not responding in a timely manner, you risk losing a potential customer or even just some great engagement that could’ve happened had you responded while the user was online. The same goes for any negative feedback you receive. Never leave an unhappy customer or follower without a response for an extended period of time. Quickly determine how you can make their experience with your business better, offer an explanation, and an apology for their troubles.
Respond as the Business
A big part of coming across as a professional business on Facebook is the way that you interact with your followers and the pronouns you use. You have to be careful with the way you are presenting your business because truthfully, your followers have no idea who is responding to their comments. You want your business to have a bit of personality; however, it should be uniform throughout your responses. So if you have a few people managing your Facebook page, make sure they are all on the same page when it comes to how they are communicating with followers. Your social media team should respond using first-person plural pronouns like “we”, “our”, or “us” to show that the response is coming from the business and not just one person.
Use a Friendly Tone in all Responses
Above all, make sure that you are friendly with your followers – especially if someone has come to your page unhappy with your business. When responding to a comment, treat all of your followers with respect and kindness. You want your followers to feel heard when responding, even more so if they had negative feedback. Never come off as frustrated or defensive when responding to an unhappy customer because it will make your business look unprofessional. Responding with a friendly, helpful tone shows that you understand what your followers need. It might even encourage new customers to finally make a purchase because they enjoy seeing your transparency and ability to correct a mistake.
If done correctly, responding to your customers on your Facebook page will impact the success of your business. It will add personality to your company and show followers that you care about the questions, comments, and concerns they have about your business. Make sure to have a plan for how your team will handle both positive and negative comments and then carry out the plan in a timely manner to encourage a healthy relationship with your audience on Facebook.
78% of Americans have discovered products to buy via Facebook
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