Answering publicly.
WHAT HAPPENS
Customers ask questions in comments and messages, publicly and privately.
Others read the answers.
WHY IT MATTERS
A helpful public answer demonstrates competence to everyone reading.
An ignored question demonstrates the opposite.
WHAT TO ANSWER PUBLICLY
General questions: prices, availability, delivery areas, opening times.
The answer helps others with the same question.
WHAT TO MOVE PRIVATE
Anything involving personal details, order specifics, or a complaint requiring detail.
Acknowledge publicly, resolve privately.
RESPONSE TIME
Faster than email. Social platforms create an expectation of immediacy.
State your hours if you cannot meet it.
SAVED REPLIES
For recurring questions. Personalise them rather than pasting identically.
WHAT NOT TO DO
Ask someone to email you instead of answering a simple question Respond with a link to a page that does not answer it Let questions accumulate unanswered
THE VISIBLE RECORD
Unanswered comments from months ago are visible to anyone browsing your account.
Clear them.
