Daily Focus – Day 91: Listen for Repeated Friction
Part of Daily Focus: 365 Practical Notes for Solo and Small Business Owners.
Repeated questions reveal where customers are doing unnecessary work.
A repeated question is rarely just a support issue; it often points to missing information, an unclear label or a step that asks too much. Fixing the source saves future customers from the same friction and reduces replies without making support less personal.
Try this today: Collect the questions that appear more than once and mark the one you can clarify today.
Keep in mind: Support conversations often contain the next useful improvement.
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