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Generally speaking businesses doesn't have to be on Facebook. It was cool and all when Facebook was the new hotness, but at this point it's wasted energi. The whole idea that "users will engage with your business via Facebook (or any other social media)" is pretty much snake oil. Facebook engages your customer if they can win a price, or they want to complain, loudly and in public. Neither of these things helps your…
Check out the Facebook pages of mom and pop stores, grocers and other local businesses in your area. Chances are you'll see a lot of interaction with loyal customers. Check out the Facebook pages of your favorite musicians, lots of interaction there too. It's not because you don't see it that it doesn't exist.
Not to mention you have a bad experience at a mom and pop and post about it on twitter, it WILL get resolved if the owner has even the slightest amount of sense.