It is incredibly important that you protect your business’s reputation on Facebook. This is not difficult to do, but can sometimes be overlooked during the day with all of the tasks. These are a few basic things to remember and do everyday:
Don’t forget birthday greetings.Each morning, check for birthdays and send a quick Happy Birthday message. If you want to be unique, create a greeting that is unique to you and send that each day. If your business can offer a birthday coupon or gift include it; for example a restaurant might offer a free dessert if you mention your FB birthday greeting.
Don’t talk politics. This can be challenging during hyped up political seasons, but do NOT engage. The US is split 50/50 so you will be alienating 50%. Also, Facebook allows you to connect all over the world, keep yourself global and don’t do it.
Reply within 24 hours. The same philosophy you have with returning phone calls within 24 hours should apply to Facebook as well. Your fans took the time to make a post, so if they ask a question, make sure you respond. There is no quicker way to lose a Fan than to not respond to them when they ask a question.
Be cautious when talking to strangers. Written communication can often seem flat or impersonal, so choose your words carefully. Always re-read your responses before you hit post. If the conversation is getting heated, or should not be seen by others, take it off Facebook and address the person via email.
Use emotion carefully. UPPERCASE infers that you are yelling at them. Exclamation points also infer you are yelling, or you are really excited. Emoticons are not just for kids when they text message, they can effectively be used to clearly communicate how you are feeling.
Deal with your irate fans. Irate fans pose one of the biggest challenges. You have several ways to deal with an irate fan:
- Honestly consider his point and try to find something (anything) to agree with. Finding and establishing common ground is a great way to get the conversation back on track.
- Correct factual inaccuracies in a very tactful and pleasant way. The fan may not have all the data, which could be causing her to be irate.
- Don’t forget that you can always take your conversation offline.
Maintain your privacy. For some business owners, privacy is important. If you don’t want your Fans to now your business location, don’t share it. Make sure that your profile settings are set to Private, rather than Public.
We hope you found these basic Facebook Etiquette tips to be helpful. If so, share it with others.
Until the next time…
Scott & Heidi