Potential customers are less likely to buy from you if there are a bunch of unanswered questions or complaints on your Facebook or Google page.
Imagine someone standing in your store and saying to you “I just bought this thingy and it broke as soon as I got it home” and you say “Hang on, I’ll get back to you next year.” They will be angry and they will tell their friends.
Moral: Don’t ignore customers on social networks. They will be angry and they will tell their friends.
Read more at smallbusinesssem.com: If You’re Ignoring Social Media, You’re Losing Money, Customers, Business