Small businesses across the country are struggling to stay in business and rely more than ever on their websites, social media and online tools to show off their products and services and communicate with their customer base.
Don’t put all your eggs in one social media basket
Yes, social media is super important, but not a replacement for your own website. Posts and tweets don’t reach everyone. Not everyone has an account and even if you have a bona fide follower, only a fraction of those followers see your posts high enough in their news feed to be noticed. And even if your following IS growing and engaging, there’s always the possibility that the platform can one day decide to pull the rug out. That’s what happened to one of our small business clients last week. Facebook unpublished their page out the blue.
A great business with 99% of their Google reviews as 5 stars. A legitimate business licensed in the State of Maryland that posts NOTHING but straight-forward content about their product. Nothing political, nothing controversial, no bad language. Their product has nothing to do with CBD and is 100% legal and non-controversial. The videos and photos contained in their posts are all taken and owned by them, so no copyright violations. The page has received ZERO warnings in the past. In fact, there are no terms of service violated that we can determine. We are BAFFLED.
Mistakes happen, but where is the recourse?
Dislike
It appears Facebook made a mistake. That can happen. Yet, Facebook provided no information, no opportunity for appeal, no form to fill out to ask for a review. In fact, every option Facebook says exists generally for review (for example, an inbox message from their Support) was not visible or available to this business (no messages from Support).
Facebook, a big thumbs down for you
After searching, we did find a general email address for a help desk at Facebook, but it’s been nearly two weeks without a response. Still no page and still no recourse.
It’s possible that they received a complaint from someone claiming to be a customer. If that’s the case (which we doubt due to the excellent customer ratings), shouldn’t they have an opportunity to know what was said about them? Or to respond in some way to the allegation?
Websites are still the best way to tell your story
Yes, social media can be a powerful tool – one that allows a business to communicate more proactively and potentially expand its reach and generate leads. Yet, after spending time trying to cultivate a following and following all the rules, social media isn’t always fair and definitely not reliable.
Moral of the story? User beware. And, don’t rely on social media to tell the whole story for your business. Your website is still the most important way to tell your story and represent your business.
