by Debbie Allen
When you take your Facebook Business Page seriously, it really can be used to help improve your brand’s reputation and much more. In fact, Facebook offers the perfect platform to meet up with customers and to develop meaningful connections that can help create long-term loyalty and respect from customers and business associates.
But this kind of result doesn’t happen if you simply build a quick Facebook account and occasionally visit to add a meaningless post. Keep reading for tips and ideas on effective ways you can use the page for business reputation management purposes.
Become an Expert
When you create a Facebook Business Page, you essentially are setting yourself up to be labeled as an expert in your niche. This is, of course, a good thing. This is word-of-mouth promotion for your business. Because you and your business will be seen as experts in your field, this can work to improve your brand’s reputation.
Keep in mind that a Business Page should not be treated like a Personal Page at Facebook. Ideally you should share informative posts related to your niche or industry. Sharing information freely is a great way to show people the value of what you have to offer. It brands you as an authority and as a person of integrity.
This shows that you care enough about your customers/clients that you are willing to give valuable information to them free of charge. The return on investment of this type of effort is immeasurable.
Provide Customer Service
Many customers and potential customers will likely contact you via Facebook. Some of their messages may be positive, some may be negative, and some may be indifferent. Regardless of the tone of the message, it is your job to respond to the feedback/concern promptly and in a professional and upbeat way.
Always keep in mind that you are representing your business. Even if your company has great products and services, you will probably get an occasional complaint. Don’t panic. But do take complaints seriously and respond to them. However, before responding, it is important to catch your breath and gather your thoughts. This is an opportunity to improve the brand’s reputation.
Even though your response will be directed to the person who complained, you should remember that other people will also read what you say. Let everyone know how important customer service is to you. Take this opportunity to make it known that you will do whatever possible to make the situation right. Hopefully you can make the complainer happy again, and in the end, you will likely gain the respect of at least a few readers.
Soft Sales Only
Business is business, but people do not visit Facebook to read advertisements and sales pitches. Facebook is a social networking platform. This is the place that you come to build a relationship with people and to let them see that your business has a “people side” to it. This is a respectful, give-and-take sort of relationship, where everyone is on the same playing field.
The point is, leave the sales pitches on your website, and use Facebook for a different sort of marketing tactic. Soft sales can be used, but do not go overboard. Consider adding an informational post that links to a sales page perhaps, but try to avoid being too promotional on your Facebook Page.
A lot can be said for those businesses that demonstrate balance and integrity in their interactions with customers and others. As they gain increased respect, trust, and loyalty from business associates, customers, and others, their brands’ reputations also improve!
Debbie Allen is a blogger, online marketer, and professional content writer. She has a background as an Organizational Development Practitioner, which has given her unique insights into how businesses work and what it takes to make them successful. Besides writing about reputation management and online marketing strategies and other small business topics, Debbie also likes to write about home and garden issues and self-development.