FAQs are the difference between an agent that sounds confident and one that constantly punts to "a team member will follow up." Here is how to write them.
Write the question how a customer would ask it
Don't write 'Pricing structure.' Write 'How much does this cost?' or 'What do you charge for a typical job?' The agent matches on natural language — it pattern-matches the caller's phrasing against the question you wrote.
Keep answers conversational and short
Two to three sentences max. Imagine reading it out loud. If you would never say it that way over the phone, rewrite it.
Bad answer
Our pricing structure for residential lawn care is determined by square footage with a base rate of $45 for properties up to 5,000 sq ft and a tiered system thereafter, subject to seasonal adjustments.
Good answer
Most yards under 5,000 square feet are $45 a visit. Bigger lots run between $60 and $120. I can give you a real quote if you tell me your address.
Cover the questions you actually get
Pull out your phone, look at recent texts or emails from customers, and write down the questions that keep coming up. Those are your FAQs. Don’t guess — your real customers will tell you.
A starter FAQ list per industry
- What are your hours?
- What area do you cover?
- How much does a typical [service] cost?
- Do you offer free estimates?
- How soon can someone come out?
- Do you take credit cards? Payment plans?
- What is your cancellation policy?
- Are you licensed and insured?
Update your FAQs every two weeks for the first month. The Calls tab shows you what people are actually asking; if a question comes up three times and your agent had to punt, write a FAQ for it.
Was this helpful? Email us if it wasn’t.
Suggest an improvement