Just like change, death and taxes are inevitable, I've decided questions also should be on that list. Whether we're asking questions or they're being asked of us, questions are how we decide on an option (would you prefer the sweet potato fries or regular fries?), understand something that we're confused about or need more information about (you said to follow the path, I see multiple paths, which one should I follow and are there signs?), get to know someone (what are some of the things you love about being in customer service?), or ask for help (would you be able to get that box off the top shelf, please?). Questions are great for checking in with people, discovering motivations or how choices are made, learning and strategizing. They can be the tool that helps your business move into the future if you use them, or if you avoid them you can be stuck in the past and not grow.

It's just as important for customers to be asking questions as it is for us businesses to ask questions. Questions are important for helping us make sure that we're able to provide the best service possible to our customers, figure out and then help them resolve any issues they may have, and make sure that we're doing the best we can for our team and the future of our company (as well as our impact on the world).

Sometimes the best thing you can do as a business is anticipate questions that customers will ask and provide that information as part of your marketing or other informational/promotional materials or sales conversations. For example, a customer contacts you about installing 3 new windows from a certain brand they know you sell in a room and while they ask about your availability and your pricing, they don't ask how long it will take or permitting requirements or issues that you may run into. These may be questions customers don't know to ask, and if you're really here to provide the best service for your customers this is information that they should know up front. Sure, you can avoid those questions and maybe you'll be able to get away with doubling the amount of time it should take to install the windows (and charger your customers twice as much), or not get any permits (even if they've been necessary sometimes in the past). But most people have at least some common sense, and know that it shouldn't take more than one day to replace windows, and ask questions and possibly get mad at you (also likely leading to a bad review and never using your services again) because you didn't share that information up front.

Questions help you support your customers, and other times questions can help you out. The other day I got an email from a business asking if their email subscribers would be willing to share a post on social media about an upcoming event they're part of. I love that they were willing to ask, even knowing that they may not get a large response. It's important to note that I can't remember them ever asking for subscribers to share about something for them, so it's not like they constantly look for free promotion and don't ever invest any in partners or marketing. As the old saying goes, you never know if someone will help until you ask. If you make your questions clear and easy to answer, your requests easy to follow through on, and you don't constantly ask, you've got a really good chance of hearing from people.

Questions are a great way to grow your business as well as build relationships with your team and your customers. Have you been asking questions lately? Have you been listening to and taking action on questions your customers are asking you? I encourage you to to not be annoyed by questions, in fact the best thing you can do is be excited by questions and the opportunities and information they bring with them.

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