, 2 min read
Comments on your posts: what to answer publicly and what to take private
A comment is a conversation everyone can see. Which questions to answer in the comments, which to move to a private message, and how fast you need to reply.
When someone comments on your post, they're talking to you in front of an audience. Everyone who sees the post later sees the question and how you answered it, or that you didn't.
That makes comments different from messages. Some things belong in public. Some don't.
Answer in public
- General questions. "Do you do this in other colours?" "Are you open Sundays?" The answer helps everyone reading.
- Praise. A short, specific thank-you shows you notice your customers.
- Simple interest. "Love this!" deserves a reply. It keeps the post active and the person engaged.
Take it private
- Prices that depend on the job. "It depends" in public reads as evasive. A private message can ask the right questions.
- Bookings. Dates, times and contact details shouldn't sit in a comment thread.
- Complaints. Acknowledge it publicly, briefly and calmly, then move the details to a private conversation.
- Anything personal. Health, addresses, phone numbers: never in the comments.
Speed matters
A question in the comments of a new post is often seen by many people while the post is fresh. A reply three days later is a reply nobody reads.
A simple rule of thumb
Before replying, ask: would I be happy for every future customer to read this? If the answer is yes, reply in public. If the reply needs a price for one specific job, a date, someone's details, or a back-and-forth to sort out a problem, write a short public line ("Thanks for asking, we've sent you a message") and continue in private.
The public line matters. It shows everyone else that the question was answered, even if they can't see the details.
Don't delete criticism
It can be tempting to hide a negative comment. Unless it's abusive or spam, it usually does more harm than good: the person notices, and often posts again somewhere more visible. A calm, polite reply in public, followed by a real conversation in private, is what turns a complaint into a customer who stays.
How RingPost helps
RingPost brings comments from your connected accounts into one place and drafts replies in your brand's voice. You approve them, or choose which kinds of comment it can reply to on its own. Replies come from your information, so prices and hours are right. When someone wants to book, the reply invites them to send a message, and the booking happens there, in private.
Written by the RingPost team.