Stop Repeating Yourself: How to Build a Reusable System for FAQs
- John Lally
- 9 hours ago
- 3 min read
Are You Answering the Same Questions on Repeat?
“What’s your turnaround time?” “Do you cover this area?” “Can I book without a deposit?”
If you’re a small business owner or sole trader, you’ve probably answered some version of these questions dozens of times. And while it’s part of the job, repeating yourself eventually becomes a time drain, especially when the answer never changes.
The good news? You can build a simple, reusable system to handle FAQs without sounding robotic, and without writing the same reply every time.
Why Answering FAQs Manually Doesn’t Scale
Manually replying to every question works at first, but it’s not sustainable long-term. It eats up your evenings, interrupts your workflow, and risks inconsistency (especially if you’re replying quickly on your phone).
The goal isn’t to stop helping people, it’s to answer them better, faster, and with less effort.
Step 1: List the Questions You Hear Most
Start with your last 10 enquiries or customer messages. Make a list of the ones that repeat, even if they’re phrased differently.
Look for things like:
Availability
Prices or turnaround times
Booking process
Delivery or service areas
Custom options
Payment methods
Refunds or guarantees
This becomes your core FAQ bank, and the foundation for your system.
Step 2: Answer Them Once - Properly
Now write a clear, helpful answer to each one, as if you were explaining it to a real person. Keep the tone natural, and avoid jargon or long-winded responses.
Tip: Write it once in a Google Doc or shared Notes app. You’ll use it in the next step.
Step 3: Add Your FAQs to Your Website
A proper FAQ page or section isn’t just helpful for customers, it can also help you rank in search results. Google loves clear answers to real questions.
Where to put FAQs:
Step 4: Build a Copy-Paste Reply Bank
Not every question needs a custom answer. Set up saved replies in:
Gmail or your email tool of choice
WhatsApp Business (via Quick Replies)
Instagram/Facebook saved replies
Your CRM or chat tool
These can be short, friendly, and personal, they just save you from typing the same thing 15 times a week.
Example:
“Hi! Thanks for your message, we’re based in Ashford and cover all of Kent. You can see more on how we work here"
Step 5: Automate Where It Makes Sense
If you’re getting questions via forms or emails, you can even automate replies using tools like:
Even a simple “Thanks for getting in touch, here’s the info most people need” email can go a long way.
The End Result: Less Repetition, More Headspace
Once you set this up:
Customers get the info they need, fast
You spend less time fielding repeat questions
Enquiries become more focused and easier to convert
And you stay in control of how your business communicates, without drowning in admin.
Need Help Setting This Up?
We help small businesses across Kent automate the boring bits, from enquiry replies to full onboarding systems. If you'd rather focus on the work, not the inbox, we can help build a setup that works for you.
Comments