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E-Marketing Performance Blog

Why Your Website Needs to Answer Questions BEFORE They’re Asked

answer questions customer don't ask on your website

We all know it’s important that our websites answer questions. First, providing answers to questions gives visitors a fuller picture and understanding of what you offer. Second, it can help drive traffic for searchers who are looking for the answers you provide.

But as a matter of good business, you also need to answer questions no one is asking. Why? Because many people don’t know the right questions to ask! If you’re not answering those questions, you’ll find yourself with a “miscommunication.”

That could lead to problems after the sale, or losing the sale to begin with. I’m not sure which is worse!

Don’t Be “Sorry!”

Last year, my wife and I spent the weekend at an upscale inn. We were excited to hear that they served hors d’oeuvres every afternoon.

We called the front desk to find out when and where said hors d’oeuvresand would be. We received a typically polite reply, letting us know they were served in the library at 2:30 p.m. Great, our question was answered!

Only we found out that the information we were given wasn’t complete. The part they left out — because we didn’t ask — was that hors d’oeuvres are served only upon request.

There we were, in the library around 2:15, killing time with a game of Sorry!, waiting for hors d’oeuvres to be served. 2:30 came and went. Then 3 p.m. At that point in time, we walked to the front desk to inquire, only to be given the answer to the question we didn’t know to ask.

You Can (Almost) Never Over Explain

Here’s how our initial conversation should have gone:

“What time are hors d’oeuvres served?”

“We start serving hors d’oeuvres in the library at 2:30 upon request. We can also deliver them to your room if you prefer.”

“Awesome! When you come, bring Sorry!”

Many of your website’s visitors face similar situations. They need answers, but don’t know the right questions to ask. Which means it’s up to you to answer them first.

When it comes to writing content about your product or services, don’t just anticipate the questions your visitors will likely ask but the one’s they don’t know to ask as well.

You can (almost!) never over explain. And if you format your content so it’s easy to skim, you can never over explain. The more you answer those unknown questions, the more satisfied and confident your visitors will be in the services you provide.

Stoney deGeyter is the author of The Best Damn Web Marketing Checklist, Period!. He is the founder and CEO of Pole Position Marketing, a web presence optimization firm whose pit crew has been velocitizing websites since 1998. In his free time Stoney gets involved in community services and ministries with his “bride enjoy” and his children. Read Stoney’s full bio.

2 Responses to Why Your Website Needs to Answer Questions BEFORE They’re Asked

  1. Hey there just wanted to give you a quick heads up. The text in your post seem to be running off the screen in Safari. I’m not sure if this is a format issue or something to do with internet browser compatibility but I thought I’d post to let you know. The design look great though! Hope you get the problem fixed soon. Thanks

    • Julie Graff
      Julie Graff says:

      Thanks for reading and for letting us know about the issue. We are working on it.