Incase you didn’t know this yet, Facebook now gives you the ability to pre-save replies that you can simply click on to answer a common customer question. This can save you so much time and really help you in your sales processes.
I’ve been using it myself for a while and I’d like to share with you my strategy for Facebook page responses and saved replies.
Facebook also gives you the option to set custom “away” messages for when your business is closed or you are not available to chat or answer questions.
I have seen a lot of these recently that are pretty boring, however they could be used strategically to get you a lot of new business!
For example, instead of setting an average away message that says: “hello, thanks for your message, sorry we are closed right now but we will get back to you soon”…
You could have an awesome message that says: “Hey <name> thanks for getting in touch, I’d love to chat & help you right now but unfortunately I’m busy at the moment, if you have a question about anything we do or if you’d like to make an appointment, please just head over to our website where you will find all the information you need and are able to book yourself in without waiting, click here and I hope to see you soon! <link>”.
This is a great way to get people to visit your website and potentially book in with you or get on your email list or go and learn more about you and what you do with absolutely none of your time or effort taken up with responses.
Now, with the pre-saved replies, if you get a lot of the same question or enquiry, such as “how much is your X” you can use these really well to turn warm enquiries into hot leads and happy paying customers.
I’ll give you an example from one of my own businesses which is a beauty salon.
We constantly get messages from people asking for prices or quotes on our services.
Although, when you just straight up answer someone with a generic price without knowing anything about them or what they want, it’s highly likely that you wont get a booking or even a reply because there is no conversation, trust or relationship there at all.
We actually have a series of saved responses to answer all the most common queries and also guide the entire conversation towards getting the customer to make an appointment for a free consultation, because we know that once they’re in store, they’re more likely to book in.
This can be especially handy if you get a LOT of messages like we do (which comes from my awesome Facebook Marketing skills btw)…
So to start with they might ask something like “how much are your hair extensions” and we will click the response that says:
“Hey <name>, how are you today? Thanks for getting in touch. So that I can give you an accurate quote, are you able to tell me a little bit more about your hair and all and why you are thinking of getting extensions / what kind of look you want?”
This starts a conversation and enables you to learn more about their needs and find out why they are even enquiring with you in the first place. When you take the time to get to know the customer and show that you care about them, they will care more about you in return and are more likely to become loyal to your business.
Then once they have told us all about their hair, we click the next response that says:
“Awesome, thanks for filling us in. First of all it is definitely possible to help you achieve the look you are after, and we would be really happy to help you do that, it feels so good to have fresh hair. I can give you the pricing and options here if you like, though it would actually be better and a more accurate recommendation if you were able to come in so we can have a look at your hair in person, would that suit you at all?”
They will either say yes or no, either is ok, if they say yes then you go on to make an appointment, if they say no then you go on to discuss pricing options and see what they think, or you can even offer to give them a call, get their number and have a better chat about their needs.
Basically the more personal and humane you can make the conversation, rather than blunt and businessey, the better response you are going to get.
If you want to learn how to set up these Facebook page responses and saved replies, I’ll have a video uploaded soon on my YouTube Channel so make sure to hop over and subscribe so you don’t miss out.
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