Plan the reply after the post
Comments and messages can include sales questions, support needs, or sensitive information. Decide who responds, when an issue moves to another channel, and what should never be handled in a public reply. Explain why a change was made, not just when it happened.
Show the process, explain a decision, answer a customer question, or demonstrate an offer. Each post should have a purpose beyond repeating the service name. Keep approvals with someone who can confirm the business facts.
Make the plan fit your market
For an audience in Columbus, use genuine service-area information, staff knowledge, customer questions, and events the business is actually involved in. Get permission for customer photos and confirm local offers before scheduling posts. Base local references on service coverage and customer needs, not invented examples.
Agree who answers comments and private messages, how quickly, and when issues are escalated. A public complaint or sensitive request should have a defined handling process. Limit account access to the people who need it.
- Current accounts and assets
- Verified business information
- Customer questions
- Budget and team capacity
Discuss Your Priorities