Recently, I was reviewing a website’s FAQs and unfortunately, they were tough to read. The tone was harsh and commanding, instead of warm, welcoming, or even fun.
Questions that could have been answered with a “Yes!” were answered with a “No”. When I skimmed down the FAQs- three consecutive answers started with “No” = uninviting and rigid. I don’t know about you, but I don’t have time for that much negativity in my life.
What do I mean, the answer could have been a yes instead of a no?
When my nephew was about 8 years old we were at a fast-food chain with a play area. This was not my first rodeo with him and I work in the world of marketing soooo….when he asked if he could go in the play area, I replied “Yes, as soon as you finish eating.” He was satisfied with that answer. He got a yes!
The woman in the booth across from us chose a different approach. When the young boy she was with asked about going to play her answer was, “No, not until you finish eating.” Holy-temper-tantrum-Batman!
We were saying the same thing, but delivered it differently and got two completely different outcomes (bet you can think of other areas in life this applies to as well!).
If your guest/client/customer is asking a question- lead with a yes.
Here’s an FAQ example:
Do I need to bring my own decorations? Original
No, although guests may bring their own decorations to customize their child’s birthday party experience. Your personal party host can assist you in handling any special requests for the guest of honor.
However, our private party rooms are colorfully decorated to provide a festive atmosphere even without additional birthday party decor and party favors. Please, no silly string, confetti, or piñatas.
Do I need to bring my own decorations? Revised
Our private party rooms are colorfully decorated to provide a festive atmosphere without the need for additional birthday party decorations.
Guests may bring decorations to customize their child’s birthday party experience and your personal party host can assist you in handling any special requests for the guest of honor. Please, no silly string, confetti, or piñatas.
People don’t enjoy being told “no” (that same nephew at 3 years old would have a complete meltdown if someone said “no” to him, even jokingly). “Yes”, provides a more positive and empowering customer experience.
The original response is bookended by two noes and that’s only one question! Yikes! It’s birthday parties – lighten up! #BrandVoiceMatters
It’s not enough to just get the point across. How that point is conveyed is equally important- the tone, the inflection, the choice of words. This applies to any copy and content that is used to represent your business – website, social media, newsletters, phone scripts, etc.
We write and edit website copy, content, social media, collateral, and more. MAP Solutions Group can elevate your marketing messages to the next level! Let’s set up a discovery call 475-201-7200 or email firstname.lastname@example.org.