It’s amazing how ridiculous are some of the questions we all get asked sometimes at work.

The problem is, if you’ve been doing something for a long time (mending cars, building websites, town planning) you can’t imagine what it’s like to not know at least the basics.

Many people underestimate how much they actually know about a subject, partly because are surrounded by peers that know as much or more, and partly because what once seemed new and powerful knowledge now seems old hat.

The point is that for most of us a good deal of our target market are virgins to our industry (first mortgage, wedding, car, website, baby, colonic irrigation, consultant).

Explaining fundamental concepts to new customers may be as annoying as hell sometimes, but if you hold their hand to begin with, they may let you be their first.

thomas valaitis customer services, reputation new customers, stupid questions