Facebook Netiquette: Are You Hanging Up on Your Customers?

Posted by in Best Business Practices, Facebook Marketing, Referral Marketing, Social Media Marketing

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I’ve always struggled with the idea that you have to camp on Facebook. The statistics all show that over 50% of users climb on once a day at least for twenty plus minutes. In a world where 30 seconds is our average attention span that feels like an eternity to me. But then I got it! By posting and update and leaving, I was essentially hanging up on my friends AND my clients. Ugly but true, let me explain.

Facebook Etiquette, Facebook Speaker, Social Media Speaker, Facebook Tips, Customer Engagement on Facebook, How to Win at Facebook, Social Networking Tools, Business Development, Success Tips When you are on Facebook and you post an update, it is a lot like calling up a bunch of your customers (let’s go with this is your business page) and saying . . .

“Hi! This is hilarious, do you agree?” (Funny Pic Attached)

“Awesome new tool for you to use, what do you think?” (Link Attached with New Tool)

“XYZ movie totally rocks, you are going to love it. Be sure to look for . . .” (Movie Attached)

Or whatever else you want to share.

But then instead of waiting for their reply, just as they are about to speak, you hang up the phone by climbing off Facebook and going and doing something else. You wouldn’t do this in real life if it were a phone call so don’t do it on Facebook. Instead, make the most of your time.

Post an engaging update first, then go check out your home feed, make some comments, jump into some conversations, share some additional content that you find. Reach out to at least five of your fans or search for existing customers and invite them to join your page (personal invite by message with a live link works best.) Check back on your update and be sure to engage and acknowledge responses.

Always use first names for a more personal touch. And remember that your updates need to speak to “one person” instead of a population.

Facebook Etiquette, Facebook Speaker, Social Media Speaker, Facebook Tips, Customer Engagement on Facebook, How to Win at Facebook, Social Networking Tools, Business Development, Success Tips

Don't Hang Up on Your Customers!

This is also the reason you have to be there in person to update instead of scheduling it all out with a tool like Hootsuite or Socialoomph. When you schedule you are starting a conversation in absentia and aren’t going to be around to carrying on the discussion. Sure you can augment your feed with third party shares. I’m a big fan of BufferApp. The challenge is that Facebook penalizes you for content shared by third party applications. They want you there, in person (yes you can use a social media admin), first hand interacting and engaging.

Facebook is a powerful business tool when you use it right, well and consistently and persistently. Random acts of Facebook aren’t going to grow your business or your bottom line; they won’t improve your career standing or promotability either.

Find me on Facebook, talk to me about your experiences and love to know what is working for you!

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8 Responses - Join the Discussion!

  1. Thank you, Melissa for these great suggestions. You are absolutely right!

    And like you, I was really bothered by the idea of “hanging out” on FB. You’ve suggested such a simple shift– post first, then roam/browse — that I had to laugh at myself for not thinking of it.

    A friend/client/jv partner even suggested I was not engaging fully, and I still didn’t get it. She didn’t use your words. It took you saying literally, “you are hanging up on your customers” for me to have one of those lightbulb moments that make me smile!

    Thank you!
    Wishing you well–
    Nanette
    Nanette recently posted..Your Voice. Your Choice. Writing Your New Story.My Profile

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  2. I love the analogy to hanging up on a caller. I’m with the you and Nanette – I don’t like to “hang out” on facebook but I also know that everyone loves feedback and interaction. I am guilty of preferring to comment on blogs or facebook pages where the writer responds but I tend not to respond to my own comments because I limit my time online and facebook is at the bottom of my prioritiies. I may need to reassess my priorities!
    Talia recently posted..What is an eBook?My Profile

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    • Talia,

      I know what you mean about Facebook, it does help to see it as a phone call even if it is on a “party” line with multiple listeners.
      See it as a tool for business instead of a time waster and it gets easier.

      Hugs, Melissa

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  3. Robin
    Twitter:

    Melissa,

    This is great advice. Facebook is such a difficult animal to comprehend. You helped put it in perspective in such a way that it doesn’t have to be a time suck in order to be effective. You just have to work smarter.

    Reply to this comment
  4. Claire

    Hi Melissa,
    I love your Facebook tips. I would really appreciate your help with a problem which the solution is probably staring me in the face and I don’t know it. I only joined Facebook (as a business) a few weeks ago and I can’t join groups. When I follow the steps i.e., click on the link or paste it into my browser, it goes straight back to my facebook page. The convenor of one group told me that it seems that I am using Facebook as my page identity and I need to change the settings back to my personal profile. I have looked all over the admin panel and I can’t find where to do that. Where exactly do I need to look? I tried the all the facebook help and known issues sections to no avail. I even submitted the problem to Facebook 4 weeks ago and have had no response. If you could point me in the right direction to find the solution that would be heaven for me right now

    Thank you
    Claire

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