By now, all stores should have a system for monitoring and managing guest communications on your store's Facebook pages. With this comes the (sometimes daunting) task of responding to guest inquiries, suggestions, praise and complaints in your inbox. While the Marketing Team posts on your behalf and keeps up with company stores' engagement/inboxes as best as possible, timeliness is key when responding to direct messages from followers, so all hands should be on deck here.
Similar to engaging with followers publicly, responding to private messages is crucial in building a relationship with your followers, and ultimately converting these followers to loyal guests. Brixx is an informal brand, so be conversational whenever appropriate; however, do gauge the tone of the message and know when extra professionalism/formality may be needed. Refer back to our last post for additional information on the Brixx Brand Voice.
As always, if you are unsure about something a guest says via social media and would like guidance in responding, please contact the Marketing Team for assistance.