Answer customer questions

Even the negative ones.

If a customer has a question, they want you to answer it – and preferably as soon as possible so they can move on to the next step.

Answer potential customer questions to get more customers

Look at your website, brochures, social media profiles and other written messages – do you answer customer questions?

Smaller documents can only answer a few questions, obviously, but make them important questions (like how to contact you for further answers!)

Scary questions

Some businesses are scared of people asking a certain question – or act that way anyway.

Why not stand out by being the brave business? It is honest and gives customers fewer things to worry about because you have answered their questions.

And it gives you a chance to make things more positive, too.

So a dentist website can include “will it hurt? Well, yes it might but we’ll warn you and do whatever we can to minimise it.”

Here are some more industry specific examples…

•  personal trainers: ‘do I really have to work out in between visits?’ ‘Only if you want the best results!”
• accountants: ‘am I going to have to dig out all my old receipts?’ ‘I’m afraid so – the more receipts we get, the more we may be able to get back for you at tax time!’
• editors: ‘will you really point out all my spelling mistakes?’ ‘Yes, that’s what you’re paying us for – but we promise not to make you feel bad about any of them!’
• online shops: ‘do you charge postage and delivery?’ ‘Yes we do. We decided to charge official postage rates rather than increase the prices of everything to cover delivery.’

Do you answer any potentially negative questions in your materials? How have clients responded to those answers?

If you want some ideas on what questions customers may silently being asking – and how to answer them nicely – then contact me soon so we can help your customers find what they need.