How to Create a great FAQ section

An FAQ section of your web site is where people go in order to answer Frequently Asked Questions for themselves, so that they don’t have to email or contact you. Now, more than ever, people love to be able to answer the question they have for themselves, by themselves, without having to contact anyone. This is extremely beneficial and time saving for both parties, creating immense opportunity for you to be able to save time and money by not having to answer questions for your customers on the phone.

Now don’t get me wrong. As I said before, I do not shun the personal and human contact we all need and that is essential not only in terms of conducting real business but also in terms of personal satisfaction. However, if you can reduce the number of people that call your employees every day, and trust me when I tell you we get hundreds of calls every single day, then you would have not only saved time and money by way of reducing your phone bill but the phone lines won’t be busy when customers call to place orders. This is essential. Remember that customers placed on hold because of other customers asking questions that could have been posted to the FAQ could possibly mean losing that customer. I have personally developed our FAQ on http://www.zankouchicken.com over the course of the last 7 years to avoid this and other issues that arise when you don’t have a nicely developed FAQ. I did this simply by looking at what questions were being asked of us over and over again and posting these questions and answers online.

Note that in addition to posting the FAQ online, it is highly suggested that it be posted next to the “contact us” section with a kind and polite note asking everyone to please read the FAQ and make sure their question has not already been answered in the FAQ. This will reduce the amount of emails you get and will help you and your team focus on more important emails or emails that require personal attention. After all, how many times do you really want to tell people you do not franchise? After a while it will get on your nerves and test your stamina and patience. There is no need for that.

Also, it is highly advised you place a system where the customer has to re-type a word or number the computer randomly draws. This is done so that your system can prove it is a human being and not a robot that is searching emails online in order to spam people (yes this happens , and it happens every day). Anything that you can do to reduce your amount of SPAM and/or needless email you should do.

Another thing you can do to help your customers help themselves is to place a link to the FAQ on your email signature. This can be done through GMAIL and most other email programs out there. There’s a third party software on Firefox called WiseStamp in which you can not only link the FAQ but build a nice and beautiful, customized interface as a signature to all your return emails. I use it and it’s awesome. Your emails and all correspondence will definitely look sharper, cleaner, and better organized than anyone else’s out there. All it takes is to spend some time putting a nice logo and a profile shot together on that platform.

Keep the FAQ’s well organized as well, with headings above each category. Place the questions and answers together in small groups based on order of importance or length. It can also be listed in alphabetical order, although I don’t recommend this since just seeing them grouped together in categories is often easier for the reader, which is your customer. Make sure it’s customer-focused and also using words customers use. Don’t feel it up with unnecessary jargon to sound more important or analytical than it needs to be. Keep things simple. Remember, it doesn’t have to be super -fascinating to read through the FAQ’s but it should be easy and full of facts and figures to help your customers. It’s a safety net to prevent as many calls for live questions as possible.

Where do you capture all of the questions people want to ask of you and your business? That’s easy. Just place boxes at each location and have customers fill out 4×6 cards with a few questions on there and asking them for their feedback. You should also ask them to give you their email and every month add emails to your database. Remember, unlike your Facebook business page or your Twitter, you will own your email list. This means you can take it with you and no one can ever shut you out of your email list. It’s never too late to start a nice database of your customers and email them once a month in a well organized newsletter that won’t SPAM them but offers them valuable news and information about your brand, including coupons, giveaways, and rare invite-only special events. They will feel like they are in a special group of people and are unique to you, which of course they are.

Besides getting questions in person at your locations, consider these other ways to gather FAQ’s

a) Check all the emails you receive from customers. Notice the patterns and the questions and comments they are asking and/or saying. Which of these concerns can you address in detail and post online? This will become your FAQ

b) Check on your Social Media and from time to time ask an open ended question like, “What would you guys like to know about us ?”  Very simple, but you never know what they will say. Trust me, I have added so many topics and answers this way, and in some cases an entire year has gone by and then all of a sudden people start asking the same question. This is a sure sign to add that specific question and answer to your FAQ. Ask on your Facebook page, on Twitter especially, and also on your Instagram.

c) Ask customers in person. You can do this with friends who are also customers, or family members, or friendly customers that seem as though they would love to help. Nothing beats asking people in person, heart to heart, about what questions they may have. An added bonus to this method is that each person you ask may hopefully walk away with a feeling that the owners’ really care about what they think, how they feel, and this will raise the dependability and satisfaction level of that customer.

d) Ask your cashiers. No person deals with more customers, all the time, as the cashiers. Nobody knows more than them what questions should be asked and answered on the FAQ.

e) Ask managers and other leaders in the organization. This will provide questions and answers in a 360 kind of way, where even some questions that are asked within the organization can be answered by the FAQ. This will lead to more transparency and trust from inside the group.

f) Place fun facts and figures and a few promotional materials in there that are factual. What mean is it shouldn’t sound like an advertising but it can still be factual and promotional for your brand. For example in our case we can use the following

Is the eggplant used in your mutabbal organic?

Answer: yes

Come up with great ideas on informing your customers and the general public about your brand in an intriguing and interesting way. The FAQ is the place where you can really do this!

Customers emailing you questions and comments and also gathered emails from the stores themselves are a huge opportunity to add to the email database you have. Do not squander this opportunity. You can use third party software or platforms like Constant Contact that make doing this easier. Try to register your own email such that it becomes automatic.

Having said this, there are a few questions we would still love to answer in the future but have yet to do so on our FAQ. These questions and answers are coming soon, but due to some concerns and other issues have not yet been addressed by us, but there is a 100% chance you will see these posted in the very near future. Questions like

1) What are the nutrition facts ? We are working on implementing this very soon in the coming years.

2) Can I get delivery? (Hopefully the answer to this will be a resounding YES and soon we will list how they can get delivery, hopefully in the near and not far future.)

3) Can you open a Zankou at my location in ________________________. This is the #1 question we get asked. We are working on a great plan to hopefully be expanding soon, and this question will be answered in a totally different way in the coming years, when we  will quite literally take every vote and open where customers want us to open.

‘Til then, here is what our FAQ looks like now:

Can I download an order form and fax my order in?
Yes! You can download the order form here. Simply fill out this order form and fax it to the location you wish to pick up from. We will call you to verify your information, schedule the pick-up time and provide pricing.

Can I organize a fundraiser at Zankou Chicken with my non-profit?
Yes! Simply speak to one of our managers if you wish to do a fundraiser with us. We can help your non-profit organization raise funds! If you’re a local school or other not-for-profit organization and you want to raise money please let us know. We can give you up to 20% back on receipts if you hold your function at one of our stores (see manager for details). We’re excited to give back to our community.
Manager approval is necessary.

Can we order Tri-Tip shawerma or chicken Tarna by itself?
Yes! Tri-Tip shawerma and chicken Tarna now come as “a la carte” items listed in the new catering menu. It can be purchased as either in an 8 oz container or in a 16 oz. container. It can also be purchased in large trays for groups of people.

Can you mail us food?
For obvious health and quality related issues, we would not mail any of our food items.

Will you open in our city soon?
We are continuously looking for good locations. We would love to hear from you, and our website currently offers a feature that allows you to choose where you would like us to open the Next Zankou Chicken. Please take the time to give us your feedback. It was through customer feedback and careful company research that lead us to recently open great locations in West LA and Burbank. Your help is greatly appreciated!

Can I change what comes in my plate?
Yes we now offer all sides available as options on your plate at no additional charge at our locations.

How can I contact a store manager?
Here is a list of the names and emails of our managers and where they can be contacted. A manager may be contacted for employment opportunities, to register a complaint with our service at any particular location, or for help with organizing a fundraiser.

Salvador Muneton (Anaheim) salvador@zankouchicken.com
Angie Campos (Glendale) angie@zankouchicken.com
Abel Uribe (Pasadena) abel@zankouchicken.com
Erick Menjivar-De La Torre (Toluca Lake/North Hollywood) erick@zankouchicken.com
Patty Palacios (Van Nuys) patty@zankouchicken.com
Carlos Contreras (west LA) carlos@zankouchicken.com

Do you have a corporate office? Where can we send samples of an item we wish to sell to you?
For distributors that wish to send us samples of products please send them to:

Zankou Chicken
ATTN: Board of Directors
1296 East Colorado Blvd.
Pasadena, CA 91106

Why are some Zankou stores so different from others? Why are all the stores not listed on your web site?
We at Zankou Chicken want you to know that although we have recently expanded into more stores, the quality of the food we serve has maintained it’s high quality standards. The major improvements we’ve made recently will enhance your dining experience with us.

If you find that there is something different with your experience please check to see if the store you patronized belongs to the list of stores our group manages. That list can only be found on our locations page.
Only our exclusive stores offer the unique experience you have come to love and expect for over 50 years, one that has become a life-long family tradition.

Do you offer any discounts or promotions?
Yes. We have a very active Facebook page and Twitter account where we announce special offers, events, and other happenings at Zankou Chicken. We give away promotional materials such as T-shirts and other rare merchandise that can only found here. Head on over to the social media section and connect with us!

Do you cater parties?
Although we do not provide personnel to cater parties, you can pick up the large order. A small deposit is highly recommended at least 24 hours in advance for large orders. Please leave your name and phone number with the cashiers in case we may need to contact you. Please see our Catering Menu for details.

Do you deliver?
Yes. We are now working with independent delivery companies. These companies are independent of Zankou Chicken, Inc, but they may deliver in your city for a nominal fee. Some restrictions may apply. Please check their web sites for all details and related information. If you are a company that specializes in delivery and would like to add Zankou to your catering products and wish to be listed here, please contact us here:

dikraniskenderian@gmail.com

We will only consider companies that work at no cost to us. Thank You. Please be advised the following companies are independent and we are not directly responsible for their services. We are listing them here for your convenience and will list additional companies as they become available.

http://www.latogo.net/

http://almostanythingdelivery.com/

Do you franchise?
Zankou Chicken is a family owned business and we do not franchise. We are not looking for investors and stores are not for sale either at this time.

Do you give out your food’s recipes?
Unfortunately, we do not give out our recipes, but you can see our redesigned Menu section to learn more about our food. Thank you for your interest.

Do you have a catering menu?
Yes! Our new catering menu can be downloaded here

Do you sell Gift Cards?
We do not sell gift cards at this time. If that changes you would be first to know here on the web site. Thank you for the interest we will work on providing this soon.

Do you sell large skewers of Shawerma and/or Tarna for a party we are throwing?
Unfortunately, we do not sell entire skewers. You can purchase large quantities of Shawerma and/or Tarna Plates and we can prepare it for you in trays along with their sides. Please see our Catering Menu for details.

Do you sell your yellow T-Shirts?
You can purchase our famous yellow T-Shirts at any store. The shirts are available in M, L, and XL. They may be available for purchase online soon and if that happens you’ll be sure to hear about it here.

Why do you charge for the third garlic spread? Especially if we make large orders? (*note= This policy has changed and we no longer charge for garlic at all)

We are doing our best to keep costs down. Not everyone chooses to get extra garlic spread, but for those who do, we charge a nominal fee to keep costs down. Making the spread itself is a long and arduous process that includes using only the finest ingredients. Large orders are already discounted in every item on the catering menu.

We use fresh California garlic from Gilroy (and not cheap garlic from oversees) to make our garlic spread in our kitchen every day.

What type of oil do you use to make the falafel?
We use peanut oil to cook our falafel. Those allergic to peanut oil should avoid falafel entirely as well as the falafel cooking area whenever possible.

What type of oil do you use in your garlic spread?
We use all natural vegetable oil, salt and 100% fresh raw California Garlic to make our garlic spread.

Here is a list of what we DO NOT use contrary to popular belief:

a) lard
b) mayonnaise
c) butter
d) eggs
e) milk or milk-derived ingredients (our garlic sauce is lactose-free)

f) Potatoes

What is your garlic spread policy?

Customers may receive one extra garlic spread per item that they order which includes garlic spread. (note:this has changed, we now give free garlic to those who ask)

For example if you get a Chicken Tarna plate and a Tri-Tip Shawerma plate and request extra garlic spread, you will receive up to 2 free 2 oz garlic spread containers since the shawerma does not come with garlic spread. Each additional garlic spread after the first complementary extra one contains a nominal fee. For what does and does not come with garlic spread please download the menu and view descriptions.

Gluten-free?
ALL of our menu items are gluten-free EXCEPT for the pita bread and Tabouleh Salad. Next time you visit, you may ask for “No Bread” on the ‘Chicken’, ‘Plate’, or ‘Side’ items. All wraps are made with pita bread, and therefore contain gluten.

Is your food halal?
Our Anaheim location serves Halal certified food. The certification is available for public view, framed at the restaurant. Our other locations are not Halal certified. Having said that all of our locations serve only the finest meats from reputable farms and always fresh from the farm, never frozen. The strictest quality standards are always followed at all the locations listed on this web site.

I am lactose intolerant. Do any of your items contain lactose?
The only thing we serve that contains any milk is the yogurt Tahn, which is a bottled beverage. None of our food items contain any milk, cheese, or any milk-derived ingredients

Who can I contact for a customer service related issue at one of your stores?
Please contact us through our contact page.
Please keep your receipt so that we may investigate your inquiry.

We are opening a restaurant and are thinking about licensing Zankou. Would you provide us with a license?
No. We do not license our name or our products at this time.

Do you have nutritional information on your food?
We do not have nutritional information for our menu items at this time. If we get that information, we will post it on our website and inside our restaurants.

Can we order meat a la carte?
Yes. We now have options available for 8 ounces and 16 ounces of our Chicken Tarna and Tri-Tip Shawerma “A La Carte” style (only the meat). You may also now purchase large amounts in a tray via the catering menu.

Are your chickens organic?
Our chickens are 100% fresh and never frozen and delivered to us daily from the farm, however they are not organic.

Why are your prices not listed on the web site? (this will be changing very soon as well)
We are only responsible for the stores we operate. There are other Zankou locations we do not operate or manage, so we do not have control over their pricing and thus pricing is not uniform at all locations. You may download menus and contact your local store for current pricing information.

Would you provide us any of your food to resell at our function?
We do not provide food for resale except for rare occasions that include fundraising with schools or other not-for-profit organizations, mainly local schools. If you are such an organization please speak to a manager for details.We will never provide food for resale to restaurants, food trucks, or for raffle organizations.

Can I get a Family Meal and substitute the sides?
Yes. Please ask our cashiers for details on what may be substituted in the Family Meal.

Is Tarna made with white meat?
Chicken Tarna is made with both white and dark meat mixed during the creation process and cannot be made to include only white meat.

Can we use Zankou Chicken at our school auction to raise money using a gift certificate?
Unfortunately, just as we do not use gift cards at this time, we also do not provide gift certificates.

Do you have any vegan options in your menu?
Yes. The Falafel plate and wrap are both 100% vegan when you get them with the options we recommend.

What about vegetarian options?
All of our sides and salads are 100% vegetarian and made with fresh produce every day.

We own a shopping center and would like Zankou to open a branch at our location. Where can we send our information?
We highly appreciate your consideration. We prefer locations with around 2500 sq² of space with at least 20 dedicated parking spots for our customers. We also prefer corner spaces with great visibility. If your location has the following features, please visit our Contact Us section and send us more information. Thank you.

What are Zankou’s hidden menu items?
The following are some of our menu items not listed on the menu board or paper menu. Many regular customers are already aware of these items. Some are special items and some are customizations.
1) “Fele 3”
This is a falafel wrap made with 3 pieces of crunchy falafel patties instead of the regular 2 pieces.
2) “Combo Plate”
This plate consists of both chicken Tarna and steak shawerma. As best of both worlds, it comes with everything: lettuce, onions, tomatoes, pickled turnips, hummus, tahini, pita bread, and our world-famous garlic sauce.
3) “One Side”
This option makes any wrap with only one side of the pita bread. If you are counting calories or simply cutting back on the bread, you may want to use this option toward any wrap.
4) “Double Bread”
Any of our sandwiches wrapped in two pieces of pita bread instead of one.
5) “All White”
The ½ chicken plate made using only all-white meat (2 breasts and 2 wings).
6) “All Dark”
The ½ chicken plate made using only all-dark meat (2 legs and 2 thighs).
7) Kabob Skewers
Any of our kabob may be ordered as a one-skewer “a la carte”. This may be added to a kebab plate or simply be ordered alone.
8) “Only Meat”
Any of our wraps but with nothing else but the meat inside placed in a container.
9) “Meat in Foil”
If you will be traveling for a while and want to keep the meat warm for a longer period of time or simply don’t want the meat touching your vegetables, we will wrap the meat in your plate in foil for you.
10) Single skewer kabob plate.
Any kabob plate is now available at a discounted price with just one skewer instead of the standard 2 skewers.

Where does the name “Zankou” come from?
Zankou is the name of a beautiful river in Armenia. In Armenian “Zankag” means “bell”.

What is in your Tarna and Shawerma?
We carefully prepare all of our marinated meats with natural herbs and spices that marinate for at least 24 hours. Tarna is marinated chicken and Shawerma is marinated steak. Please see our Menu section to learn more.

What is the difference between the roasted chicken and the chicken Tarna?
The roasted chicken wraps are made from our whole rotisserie chickens. The chicken Tarna is our trademark marinated chicken that sits on a spit and turns, similar to our steak shawerma. Tarna is a registered trademark of Zankou Chicken, Inc. and may not be used without written permission from us.

Is there wheat in any of your products?
The pita bread, and thus every wrap, and tabouleh salad both contain wheat. Everything else on the menu is wheat-free.

Whom can we contact from Zankou’s marketing department?
Dikran Iskenderian is the marketing director.
He can be reached at dikran@zankouchicken.com.

Please make all emails personal. We would encourage you to become familiar with our food first if you are contacting us for marketing purposes. All automatically generated email will be deleted and the sender will be permanently blocked. This also applies to all emails sent only for marketing purposes without any personalization. Thanks.

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