Social media management
Facebook page management
For many local and established businesses, the Facebook Page is where customers check opening hours, ask questions, read what others say and see whether the business is still active. A Page that was set up years ago and left alone can do more harm than good: out-of-date details, unanswered messages and a last post from long ago. Managing a Page means keeping its information right, posting to a plan, answering people promptly and dealing calmly with reviews and complaints.
Below: Page details, a posting plan, messages and comments, reviews and complaints, access and what to measure.
Illustrative diagram
Facebook Page
- Details
- Hours
- Contact
- Description
- Posts
- Weekly plan
- Own photos
- People
- Messages
- Comments
- Reviews
- Checks
- Monthly results
- Access list
Page details to keep accurate
Basics
- Business name as customers know it
- Short description of what you do
- Category that fits
Contact
- Phone, email and website
- Opening hours, including holiday changes
Trust
- Profile and cover images that look current
- A pinned post with key information, if useful
Why the details matter
People may use a Facebook Page to answer one practical question: are you open, where are you, how do I contact you? If the hours are wrong or the phone number is out of date, the Page sends customers away. Check the details whenever something changes, such as new hours, a moved premises or a new website, and put a recurring reminder in the calendar to check them every few months even when nothing seems to have changed.
Holiday hours deserve special care, since they are exactly when customers check before travelling.
A simple posting plan
| Post type | Purpose |
|---|---|
| What is new | Products, services, menus or availability |
| Behind the scenes | The people and work behind the business |
| Useful information | Tips, answers to common questions |
| Events and dates | Openings, events, seasonal changes |
| Customer stories | Shared only with permission |
Posting to a plan
A Page does not need daily posts, but it does need regular ones so visitors can see the business is active. Choose a rhythm you can keep, such as two or three posts a week, and plan them a week or two ahead. Mix the post types above rather than repeating offers, and use your own photos where you can. Facebook's features for scheduling and formatting posts change over time; check Meta's current help for the options available to your Page.
Messages and comments
Customers use messages and comments to ask about stock, prices, bookings and deliveries. Decide who checks them and how often, and keep a short list of approved answers to common questions so replies are quick and consistent. Questions that need a decision, such as a refund or a special request, should go to the right person rather than being answered on the spot. Leaving a question unanswered on a public post can put off other customers reading it.
Example: a garden centre's Page
Illustrative example — not a client case study
Situation: A garden centre's Page still shows winter hours in spring, and several messages about plant availability have gone unanswered.
- Hours are corrected and a reminder set to check them each season.
- Messages are answered and a list of common answers is written for staff.
- A plan of three posts a week covers new stock, growing tips and weekend events.
What this shows: The Page became a reliable place to check before visiting. This example is illustrative.
Reviews and complaints
Public feedback, good or bad, is read by future customers. Thank people for positive comments. For complaints, reply politely and briefly in public, acknowledge the problem without arguing, and invite the person to continue by message or email so details can be sorted out privately. Never ask for reviews in exchange for discounts or invent them; take advice if you are unsure about the rules on reviews and endorsements.
Access and ownership
The Page should belong to the business, with more than one trusted person able to manage it, so access is not lost if someone leaves. Give staff and outside helpers access through the options Meta currently provides for Pages and business accounts, rather than sharing a personal log-in, and remove access when it is no longer needed. Keep a short written record of who has access.
What to measure
Decide what the Page is for, such as enquiries, bookings, visits or answering customers, and track that each month alongside the Page's own figures. Asking new customers how they found you is a simple, useful check. Note how quickly messages were answered; it is one measure you fully control.
Questions about Facebook page management
What does Facebook Page management involve?
Keeping details accurate, posting to a plan, answering people and handling feedback.
How often should a business Page post?
Regularly enough to look active; choose a rhythm you can keep.
What details matter most on a Page?
Hours, contact details and what the business does, kept current.
How should complaints be handled?
Reply politely in public, then continue privately to resolve them.
Who should have access to the Page?
More than one trusted person, through Meta's access options, not shared log-ins.
What should we measure?
What the Page is for, such as enquiries or bookings, plus reply times.
Request a Custom Quote
Ask about Facebook page management
Thank you — your enquiry has been sent.
We have received your message and will reply by email. If you need to add anything, email info@letgetgrow.com.