Is your Facebook Page Kinda Snotty?
Mine sort of was completely by accident, until I figured a few things out about how people expected to interact with it. I don’t want you to make the same mistakes I did, so I’m sharing some of the pretty simple things I’ve learned!
- Acknowledge Fan’s comments or posts – even if it’s just with a simple statement
- “Like” fan’s comments (you don’t have to “like” them all – just the ones you actually do like!)
- Comment back
- Thank them when they take the time to post a link, or a photo or a video.
- Ask for their opinions!
- Ask for suggestions
- Ask for feedback
- Then, acknowledge their input when they step up!
If you don’t have the time to do these things – then change the settings on your Page so your Fans can’t – otherwise they’ll think you’re ignoring them, which, in fact you sort of are! As you probably know, doing so might be bad for business and certainly not what you created the Page for in the first place.
I would rather bump into a Page that doesn’t allow me to interact with it, than one that does but lets any comment or post I add just sit there in silence. When that happens I don’t feel loved. But that’s not the impact you want to have is it? You want every Fan who takes the time to visit your Page to feel good about their experience.
Yesterday I bumped into the Page of an artist I knew from way back. Actually I looked him up because I had found a piece of jewelry from his studio in my collection and was polishing it up to be a good luck charm to wear to the art shows I’m doing this summer. I thought he might get a kick out of that so I searched his name and found his Page. Then I took a nice picture of the necklace I bought from him years ago and posted it on his Page with an appreciative little narrative. Reaction? Zip. Nada. Zilch. My photo is just hanging there. I obviously made a small, respectful effort here and it feels just a little sucky that it goes unacknowledged.
Your Facebook Page is Your Business is You!
It’s like I walked into his shop and said the same thing and he didn’t look up from what he was doing or acknowledge me in any way. Question: how do I feel at that instant about buying something else from this dude? Right? Not very likely. Did I need a story back? Nope, a “Thanks for sharing.” or even a push of the “Like” link would’ve sufficed. But looking at other stuff on his Page, a lot of interactions from Fans goes unacknowledged. I don’t think he’s being mean, I think he doesn’t get the importance of engaging with his fans.
This is SOCIAL Networking
Be social! Talk, comment, share, like! It’s what Facebook is all about. Believe me, this guy isn’t the only Page like this. I bump into them all the time. I know the people behind these Pages that come off this way are not mean people. I think they don’t quite understand how this Facebook thing works is all. It’s interactive and for users it feels very personal. So missteps have some bit of impact.
If you’re more or at least as popular as God. Lady Gaga, with her MILLIONS of Fans can be forgiven if her minions can’t keep up with all the action on her Page. So can other highly popular Pages. But I promise you, the Pages that ENGAGE with their Fans are the ones who create a lot more Fan loyalty and Fan Loyalty means more business!
If you’ve got less than 10,000 fans – you should be there interacting with who steps up. If you’ve got 10,000+ Fans – you should hire someone to look after your Page for you if you’re too busy doing other things. Or change those settings so your Fans can’t post much and feel ignored.
You don’t have to engage with crackpots. You can (and often should) ignore them. But don’t just automatically delete their comments – let your other Fans take care of them. What this does is empowers your real Fans to step up on your behalf which tightens their bond with your brand amazingly enough! And that is a wonderful thing. However, feel free to block anyone who isn’t playing nice if they won’t stop.
Yet Another Exception
You don’t want more business. You’re already in over your head and you don’t want to encourage people, lol. But wait – just adjust your Page settings so no one but you can talk on your Page. Or, delete your Page if you’re too busy hauling bags of money to the bank, lol.