My aunt, the queen of events, was given the title of “BM Productions” (which, let’s be real, might not be the best fake business name—but hey, it’s her initials, so we roll with it). There is never a detail this lady misses. One thing I've learned from her is that, “If you’re getting asked the same question more than twice, you haven't made ______(fill in the blank) clear.” I live by this thought now, it's all I think about when I see stores and shops with poor messaging.
The Cost of Confusion
Let’s face it: if your customers are calling in about basic questions like parking availability or store hours, that’s time spent away from serving other customers or handling more pressing tasks. Each question that could have been answered with clear information is a lost opportunity for your staff to engage in meaningful interactions or provide valuable assistance. Plus, unclear information can lead potential customers to take their business elsewhere. If they can’t quickly find answers about your hours, location, or services, they might just Google for the next best option—and we all know there’s plenty of competition out there.
Clarity is Key
So, what should you be crystal clear about? Here are the essentials every customer needs to know:
Hours of Operation: Make sure your opening and closing times are clearly displayed on your website, social media, and even at the entrance. Consider a weekly update to ensure it reflects any changes due to holidays or special events.
Address and Directions: If your location is tricky to find, don’t just give a standard address. Provide detailed directions, landmarks, or even a map on your website. You know how frustrating it is circling around because you can't find the business!
Parking Information: Let customers know where they can park—especially if it’s limited. A quick note about available parking spaces or any parking fees can save a lot of confusion.
How to Buy: Whether you're selling food, clothing, or services, customers should easily understand how to make a purchase. If you have an online store, ensure the buying process is straightforward. If you have a restaurant, make sure the menu is accessible and easy to read.
Let me say that one more time... please, please, please, MAKE THE MENU AVAILABLE online!
Contact Information: Always provide clear and easy-to-find contact details. If customers have questions, they should know exactly how to reach you—be it through phone, email, or social media.
Get Ahead of the Game
Instead of waiting for those repeated questions to come in, take the initiative! Conduct a little audit of your communication channels. Are there frequently asked questions that could be better addressed in your signage, website, or social media posts? Consider creating a FAQ section on your website where customers can find answers without needing to pick up the phone.
By ensuring your customers can easily find the information they need, you're not just saving your team valuable time—you're also enhancing the customer experience. When people can access what they need quickly, they’re more likely to engage, convert, and return.
At July House, we’re here to help you grow, connect, and achieve success.
Book a consultation with us and let’s get started on your journey to greatness!
Until next time, keep growing. 🌟
— America
PS. Stay tuned for the next week's post. We’ll share 1 week of actionable steps—that will help you implement these clarity principles and drive business.
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