According to Facebook, there are now 17 million Australians using this social media platform, which is why it’s vital for businesses to have a social media profile. (www.socialmedianews.com.au/social-media-statistics-australia-february-2017)
Having a Facebook page is one thing, engaging your customers is another. While more companies are hiring social media managers, you can entice your followers without having to spend a lot of money. One of the key ways to interact directly with your Facebook users and foster trust in your company at the same time is to allow people to comment on your notifications.
When businesses listen and respond to their Facebook followers they develop relationships with their audience while increasing their brand awareness at the same time. By replying to questions, asking for feedback on a post and even offering contests engages your audience and increases the frequency of visits to your page.
When your Facebook users comment on your page their friends see that activity in their news feed, and that’s vital to increase your reach. The most important thing to remember when having a comment section on your page is to make sure you respond to comments, regardless if they are positive or negative.
A concern of many businesses is what to do if someone posts a negative comment. If someone has had a bad experience with your company and posts about it, it’s important to follow up right away.
If the criticism is fair, the best thing to do is thank them for their comment and take the time to address the issue. If you’ve made a mistake, don’t be afraid to apologise and correct the situation. If there is a misunderstanding on their part, clearly explain your policies and the situation in a genuine and friendly manner.
If someone post negative comments that are unfounded, you can easily delete their post.
Social media has shown us that people like to engage, be heard and offer their opinions. It’s important that your company listens – you just never know when one of your followers gives you a fantastic new idea to improve your business!