FAQs

FAQs are the questions your receptionist can answer on its own, without promising a callback. Every one you add is a call that no longer needs you.

Every entry is a call you stop taking#

A caller who hears “someone will get back to you” rarely books. A caller who hears a straight answer usually carries on to a booking. The difference between those two outcomes is often a single FAQ entry.

Which questions to add#

The rule is simple: anything you answer twice a week belongs here.

• Do you charge for a quote?
• How soon can someone come out?
• Do you take card, or bank transfer?
• Do you cover my area?
• How long does a typical job take?
• What does the warranty cover?
• Do I need to be home?
• Are you licensed and insured?

Start with the five you’re most tired of answering. Add the rest as you hear them in real calls.

How to write a good answer#

1. 1

   Answer the question first

   Lead with the answer, then the caveat. “Yes, we take card” before “though there’s a small fee on amounts over…”

2. 2

   Write it as you'd say it

   It will be spoken aloud. Read it out — if it sounds like terms and conditions, rewrite it.

3. 3

   Keep it to two or three sentences

   Long answers get talked over. Anything longer belongs in Grounding & Knowledge.

4. 4

   Include the exception if there is one

   Better the receptionist mentions the condition than your technician does at the door.

FAQs versus Knowledge#

Both teach your receptionist things. The difference is length and shape.

• FAQs — a specific question with a short spoken answer. Parking, payment, warranties, timing.
• Grounding & Knowledge — longer reference material it reads from. A full price list, a warranty document, a list of covered postcodes.

Checking it landed#

A saved FAQ is live on the next call. Ring in and ask the exact question to confirm it sounds right spoken aloud — some answers read fine and sound stiff.