What happens on platforms.
WHAT APPEARS THERE
Comments on your posts Messages Mentions in groups Reviews and recommendations
WHAT TO MONITOR
Your own pages Mentions of your name Local groups where your business might be discussed
THAT LAST ONE
Frequently where the most influential discussion happens here.
Recommendations requested in a group carry substantial weight.
WHAT TO DO ABOUT IT
Be present where your customers are Respond when mentioned Be helpful rather than promotional
WHAT NOT TO DO
Promote aggressively in community groups Argue publicly Delete critical comments without responding
THE DELETION POINT
Deleting a genuine complaint escalates it.
Respond instead.
WHAT TO DELETE
Abuse, spam, and anything genuinely inappropriate.
HOW TO RESPOND TO PUBLIC CRITICISM
Same approach as reviews: acknowledge, offer to resolve, move it to a message.
WHAT TO MEASURE
Whether social mentions produce enquiries.
