Daily Focus – Day 112: Fix the Repeated Confusion
Part of Daily Focus: 365 Practical Notes for Solo and Small Business Owners.
The same support question is a sign that the product or page is delegating explanation to the customer.
Answering the same question well is still less useful than preventing it. Add the missing explanation where the confusion begins—inside the product, email or page—so people do not have to recognize the problem and contact you before receiving the information.
Try this today: Update the source of the confusion, not only the next reply.
Keep in mind: The best support improvement prevents the next avoidable question.
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