• Always remove comments that are vulgar, profane, crude, and completely
inappropriate or could be construed as a threat.
— If the individual poses a threat to your business, consider blocking him or her.
• Never use inflammatory language, i.e. “you shouldn’t have,” “I can’t believe you said
that,” “that’s not true,” “If you would have just asked us.”
• Never allow yourself to be baited into an argument through a social media channel.
— By avoiding this, you show your professionalism.
• Never ignore a comment or question.
• — This makes your business looks like it’s either guilty of the accusation or like you
just don’t care.
• Work toward a resolution. Listen to both sides of the story while working on
the challenge.
• If there truly is no resolution to be found, remove the user from the salon’s social
accounts and block any attempts at reengaging through other accounts. Alert your
staff about the person and any other social accounts the individual may have so they
can block them as well.
• Allowing comments on your page is optional, but highly recommended. Positive
comments are a great morale booster, and negative comments can be even more
valuable. To address a negative comment, thank the user for the feedback and provide
an email address where they can send full details of the issue. Example: Thank you
for your feedback. We are sorry to hear about . Please email
@ so we may resolve this problem.
Posting
• Always make sure posts are resourceful, interesting and engaging.
• Always post consistently; don’t post too frequently. Post frequency should vary by
channel. You can find more information about this in the “Do’s and Don’ts” of each
platform.
• Always be aware of your audience and the platform you’re using. (i.e., use impactful
visuals for Instagram, have longer form content on Facebook, etc.)
Social Media Best Practices Guide | General Best Practices
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