Are Your Clients Wasting Your Time?


Are Your Clients Wasting Your Time?

When I started my website development business back in the late 90’s, the internet was just starting to take off. In a way it was brilliant, and I had dreams of connecting with people and businesses across the globe. The only problem for me was time. I found myself spread too thin. Low and behold I was not the only one. All this new information was confusing, and people were struggling to develop methods and ways to handle it.

I was deeply involved in the technical side of the internet, and one of the most common things we would use to navigate the plethora of documents was an index of questions and answers relating to common requests. It was the ‘Frequently Asked Questions’ (FAQs) page. It’s just as applicable today as back then, and we still recommend it to clients as a great way to save time and money.

A FAQs page is free to setup and easy to implement!

So, the question for you is, “Do you get asked the same questions over and over again?” If you get phone calls and emails for the same question repeatedly then this is not only wasting your time, it is also costing you money. A FAQs page is an easy solution to this problem and gives your customers what they want.

Generally, you put a FAQs page up on your website in a list or document. It can also be printed and handed out with literature. It is very simple to set up:

  1. Your first step is to simply start recording any customer questions that come into your organisation or business.
  2. Then set up a simple process, which might be a document or a spreadsheet on your work network or just a shared document or spreadsheet on whatever service you use, like Dropbox or Google Documents.
  3. Write out a ‘how-to’ for whoever is involved in taking these customer questions to read through. That way they can easily add to the list of questions that have been asked. This document should fill up with questions from customers and the answers that are given back to them on how to solve the problems they have asked about.
  4. You also want one extra table, column or area to record the number of times each question gets asked, so you can have a tally of the number of times that someone has rung up and asked that question. You’ll find after a few months that you’ll have a list of questions and answers, with a tally beside them of how often they get asked.
  5. Now, here is the simplest part of all (and if you know me, you know I love outsourcing everything). Get your local web developer who’s looking after your website or whoever is capable of updating your website, to make a web page on your website called FAQs and put all those questions up there, with the most popular at the top and the answers underneath.

Creating a FAQs page will save you more time and money than you will spend in setting it up.

If you’re like me and you love to automate even more than outsourcing these things you can look up these handy services or

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  • Renee Hasseldine

    So simple, yet so true. Thanks, Paul! I also use my blog posts and videos as a similar bank of “here’s one I prepared earlier”.

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