Give customers answers you can stand behind.
Create a customer FAQ from approved business documents, with a source map, reusable drafting prompt and checks for missing or conflicting answers.
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The answers exist, but they are spread across proposals, process notes and someone’s memory. Bring them together without letting a polished draft invent your promises.
Begin with the questions customers actually ask
Create a trustworthy customer FAQ by choosing real questions, mapping answers to approved sources and having the responsible person check them before publication. Start with one stage of the customer journey, such as preparing for a project kickoff, rather than trying to explain the whole business.
Gather five questions from your existing enquiries or support notes, removing unnecessary personal details. Phrase them as customers would ask them. “What do you need from us before kickoff?” is easier to answer than “Explain onboarding”.
Try this now: choose one question and find its current written answer. Record the document and section. If the answer exists only in someone’s memory, ask that person to confirm a short source note before drafting.
The conversation
What would you try?
Ask a question, share what worked, or add a useful perspective. Keep it kind and on topic.
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