The short version
- Reply the same day when you can, even if the reply is only 'Got it, I'll get back to you by 5.'
- Answer the question first, then ask for the next step, such as a phone number or a time.
- Never argue in a message. Move complaints to a phone call.
- For price questions, give a range or ask 2 quick questions instead of ignoring them.
- A 10-minute check morning and evening beats staring at your phone all day.
A customer messages your Page at 7pm asking if you can come Thursday. You're eating dinner and don't want to write a long reply. By morning they've called someone else.
Learning how to respond to Facebook messages as a business mostly means having a few replies ready and a habit you can keep. Below are scripts for the five messages you'll see most.
Why message replies matter
A message is a customer reaching out on their own. That's more than a like or a share. Most people who message a local business want a quick answer so they can decide whether to call you or someone else.
You don't need to reply in minutes. You need to reply the same day, and sound like a person. Comments work the same way, covered in how to reply to Facebook comments as a business.
Replying to price questions
'How much?' is the most common message. If you ignore it, they leave. If you give one number with no context, you may lose the job or underprice it. Give a range or ask two quick questions.
Price question, with a range
Thanks for asking, [first name]. [Service] usually runs between $[low] and $[high] depending on [what changes the price, such as size or condition]. If you tell me [detail 1] and [detail 2], I can give you a closer number. Or call me at [phone] and we'll sort it out in 5 minutes.
Price question, when it needs a look first
Good question, [first name]. The price depends on the job, so I'd rather see it than guess. I can stop by [day] for a free quote. What's the address and a good time?
Replying to booking and availability messages
These are the messages you want. Reply fast, offer two times and move to something you can confirm.
Booking reply
Yes, we can fit you in, [first name]. I have [day and time] or [day and time]. Which works better? Send me your address and phone number and I'll lock it in.
Booking reply when you're full
Thanks for reaching out, [first name]. We're booked through [date]. I can put you on the list for [next opening] or call you if something opens up sooner. Want me to do that?
Replying to complaints and problems
A complaint in your inbox is a gift compared to a complaint in a public review. Stay calm, thank them for telling you and move it to a phone call. Don't argue in writing.
Complaint reply
I'm sorry about that, [first name], and thank you for telling me. I want to make this right. Can I call you today? What's the best number and time?
Do
- Thank them and say sorry that it went badly.
- Move the details to a phone call.
- Follow up after you've fixed it.
Don't
- Argue about who was right.
- Reply while you're angry. Wait an hour.
- Paste the same canned reply every time.
If the complaint turns into a public review, read how to respond to negative reviews.
Replying after hours
You don't have to answer at 9pm. You do need to set the expectation, so a customer isn't left wondering.
After-hours reply
Thanks for the message, [first name]. We're closed for the night and back at [time] tomorrow. I'll reply first thing. If it's an emergency, call [phone].
A daily habit that takes 10 minutes
Morning check, before the first job
Open your messages. Reply to anything quick and flag the rest.
Midday, one glance
Clear anything urgent, like a booking request.
Evening check, after work
Reply to what's left and send the after-hours ones.
Keep your phone number in your Page details and in replies so customers can call. Add it to your Facebook business Page checklist so it's always correct.
When to move to a phone call
- The customer is upset or the issue is complicated.
- A quote depends on details that are tedious to type.
- You've gone back and forth more than 3 times.
- The job needs an address, access info or payment details.
Moving to a call
This is easier to sort out by phone, [first name]. Can I call you in the next hour? Or call me at [phone] whenever suits.