As a business, you should aim to provide the most accurate information to customers for four main reasons:
In this context, developing a Frequently Asked Questions (FAQ) page on your website can be an extremely effective way to keep your customer informed, updated and reassured on how you are operating in light of COVID-19 regulations. FAQ pages are in fact developed to address questions your customers might have about your activity.
By answering these questions in advance you will allow everyone to make a more efficient use of time. On one side, customers will be able to find all the answers to their questions in one place, eliminating the need to ask questions via email or phone. On the other side, as a business, the reduced number of enquiries will make you save precious time you can invest in your business.
Whilst developing the FAQ page, you should consider different types of questions which might not always be related to safety. In fact, it is very likely that your business operates differently from before: procedures and policies regarding services, bookings, payments or opening times might have changed drastically.
When developing FAQs, use the following two-step approach:
Think about what your customers have been asking you when you were previously open. Which were the most frequent types of questions? Were questions mostly related to safety? Or were questions more related to opening hours instead? Start by identifying these types of questions: they will be the ones that are likely to be on your FAQ page.
Think about what has changed in your business from before: is there any procedure or policy that might lead to new questions from your customers? Also, think about your customers' needs: do you see any shift in their needs that can lead to new questions or requests? Think about what your customers might want to ask that they didn't ask so frequently before or any relevant question you might have missed.
Here you can find examples of questions you can include on your FAQ page. Questions may vary according to the size of your business, the type of service provided and location. You can integrate these questions with what you believe is most relevant to your business.