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. Keep a change log so later results have context.
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. Choose a decision maker who can resolve conflicting feedback.
Make the plan fit your market
For an audience in Seattle, 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. Keep contact and availability details current for the Seattle market.
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. Agree a secure handover process for accounts and source files.
- Current accounts and assets
- Verified business information
- Customer questions
- Budget and team capacity
Discuss Your Priorities