Why Are You Ignoring the Fans on Your Facebook Page?

Image credit: Katie Tegtmeyer

I recently read an article that said that a study has shown that 95% of wall posts on brand Facebook Pages go unanswered. 95%! This really shocked me. After all, isn’t the point of social media to be, well, social? Why on earth would you put up a Page, try to write engaging content that your fans see, and then ignore them?

It’s like being in a relationship where you want to do all the talking, and you ignore the other party. It won’t last long.

If you want to put all the time and effort required into creating an engaging Facebook presence, realize that you are making a commitment to the people that Like your Page. You are promising to make the time investment to read what THEY have to say as well, and acknowledge that. It’s NOT all about you.

When my company manages a Facebook Page for a direct selling company, we respond to 100% of posts. Our whole goal is to get people to interact with us. It doesn’t make sense to ignore people once they do. Even if it’s just a simple “Like” on someone’s comment, you have to acknowledge the fact that someone has interacted with you. It says, “I see you and I appreciate the effort you made to engage with me.”

And what if someone complains on your Page? Then what? Do you ignore that?

No!

Even if you have a different process in place for customer service, you mustย still acknowledge that complaint on your Page. It says to ALL fans that you care about them, and are there to help. Even if it’s just a comment that directs people to the proper channels to share their concerns, DON’T ignore people!

A Facebook Page that ignores fan comments, or that does not allow the people that Like the Page to post, is missing the point of social media. It’s about engagement. It’s about conversation. It’s about creating a dialog that helps people feel more connected with your brand.

Don’t ignore or try to squash conversation. Embrace it. Sure it takes time, but it’s worth it.

Your thoughts?

Image Credit: Katie Tegtmeyer

15 Responses to Why Are You Ignoring the Fans on Your Facebook Page?
  1. Kelly Hoagland
    October 27, 2011 | 3:52 pm

    Really like your blog! Very informative as a fellow network marketer I totally understand your perspective on Facebook. It can be a wonderful tool but we have to use it effectively and not get lost in every new change which can be so confusing ๐Ÿ™‚

  2. April
    October 26, 2011 | 11:41 pm

    I agree ๐Ÿ™‚ and can add a little… recently I had a birthday and a ton of people said “Happy Birthday” on fb… I realize that fb prompts you with a little reminder of your friends’ birthdays, but I have posted birthday greetings before that weren’t even acknowledged… This year, I decided to reply to every single fb “HB” comment, even if it took time & effort. It was incredible, because I tried to find something specific to say to each person who took that moment out of their day to wish me a happy day. So many people have been connecting with me on a personal level since then, some I hadn’t heard from in ages… and now I think it may be because I took a few minutes to personally thank each person for the ‘b’day”wishes. It was such an unexpected benefit and now, based on your article, I think I know why ๐Ÿ™‚ thanks for sharing & encouraging us!! ๐Ÿ™‚

  3. cindy schaner erickson
    October 26, 2011 | 8:17 pm

    Great point! I left a message on the Verve Pipe page and was completely SHOCKED and honored when they posted a reply back to me simply acknowledging my post… it was impressive and fun ๐Ÿ˜‰

  4. Charles Holmes
    October 26, 2011 | 6:38 pm

    Jen,

    What a great idea. This area is ofen neglected. And I am fairly guilty of it myself. I syndicate my content through my Fan Page, but I need to be more interactive when people leave comments, share my stuff, or like my updates. I will do a better job in the future.

    Thanks for sharing.

    Chuck
    Charles Holmes recently posted..Oct 26, The Ultimate MLM Resource Center and Online Community

  5. Debbie Shulman
    October 26, 2011 | 11:25 am

    I absoultely agree. Thank you for writing about this. I speak of this many times. I find that also people who want to “be friends” and I do not know them don’t even say hello with why they want to connect. Do you go into a networking meeting and just stand there? No. You go up and say hello, how are you? As a fan of some pages, it upsets me when I write a pleasant comment about something I love about a product and don’t even get a thank you. I allow all of my fans posts to be seen. Not just where my posts are being seen when one likes a page. I find htat to be more social and I allow others to post and be seen.
    Debbie Shulman recently posted..Communicating Effectively

    • Jennifer Fong
      October 26, 2011 | 12:06 pm

      I think sometimes brands underestimate the time it involves to adequately support a Facebook Page (and a social strategy in general). But it’s NEVER a good idea to ignore people. You want them talking about how responsive you are, not that you ignore them! Thanks for commenting.

  6. Kari
    October 26, 2011 | 11:19 am

    I find this very interesting. Especially the part about complaints… Friday night a restaurant I am a fan of posted they were having free buffet all day Sat in honor of the football game. When we went at 3pm on Saturday afternoon, we were told no buffet until 5pm. Sunday afternoon I went to check their page and there it was so I posted that we were very disappointed that they didn’t follow through on their online post! Last night, the entire post is gone. No comment back or apology… just deleted. I hope that I communicate with my fans!! ๐Ÿ™‚

    • Jennifer Fong
      October 26, 2011 | 12:05 pm

      Brands have to be very careful about trying to “whitewash” their walls be removing all negative comments. All they need is someone well positioned to complain too loudly in the right place, and it can really come back to bite the brand. Too many brands have learned this the hard way! Thanks for commenting.

    • Kari
      October 26, 2011 | 12:06 pm

      Jen, do you mind NOT posting my response? I don’t normally focus on the negative and since it isn’t already out there, can you please leave it off? Thanks!!

      • Kari
        October 26, 2011 | 12:08 pm

        ๐Ÿ™‚ Too late :). Oh I found the picture with my post in their photo album. Guess they just removed it from the front…

        Thanks for your response! I guess my initial reaction would be to not want negative things on my pages but that is what helps make us better and if we can make it right – even by just apologizing for the mistake/inconvenience/etc – why wouldn’t we?!

        • Jennifer Fong
          October 26, 2011 | 2:01 pm

          Exactly! No one expects your brand to be perfect. In fact, studies have shown we value honesty and humility more.

  7. Karen Clark
    October 26, 2011 | 11:11 am

    Wow! How rude. Would you ignore someone in real life if they came up to you and said something? Especially in a business environment? Not only is it inconsiderate and anti-social, but the others that visit your page are witnessing this behavior too. Not cool. Glad you said something Jen!
    Karen
    Karen Clark recently posted..Online Resources for Creating Products for Your Business

    • Jennifer Fong
      October 26, 2011 | 12:04 pm

      Exactly. It makes your brand look bad on many levels when you ignore the folks engaging with you on your Facebook Page. Thanks for commenting Karen!

  8. Suzanne
    October 26, 2011 | 11:03 am

    yes, I wholeheartedly agree, Jenn!!! It doesn’t make sense to post valuable material, but ignore any questions, comments or posts made in response! Nor does it make sense to not answer an email, but many people do that. We can be trend setters to be kind and respond to any comments made in a helpful fashion…..cheers!
    Suzanne

    • Jennifer Fong
      October 26, 2011 | 12:04 pm

      Very true Suzanne. Thanks for commenting.

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