Tip of the week: Reply to comments and messages within a few hours

Social media is a conversation, not a noticeboard. A customer who comments or sends a message is warm right now. Hours later, they may have bought from someone else.

Set two or three times each day to check your comments and inbox, for example morning, lunchtime and evening. Reply politely, use the customer's name, answer the question fully and give the next step, such as the price, location or how to order.

Prepare saved answers for common questions: prices, opening hours, delivery areas and payment methods. Copying and personalising a saved answer is quick, and the customer feels cared for.

If you cannot answer straight away, send a short note: "Thank you, I will confirm availability and reply within one hour." Then keep your promise.

Even a short reply to a compliment, such as "Asante sana, karibu tena", shows others that real people run your business.

This week: write saved answers for your five most common questions and reply to every open message today.