Dec '25 • General discussion
One Rule and Four Questions
Do you ever struggle with finding things to talk about with your customers? I have one rule and four questions that I use to try and make conversation when it gets too quiet.
My one rule for conversations is: if they bring it up, I ask questions about it. If they talk about just coming from work, I ask where they work. If they talk about grandchildren, I ask how old, how many, and boys/girls or both. If they talk about going on a trip, I ask where and when. If they talk about a pet, I ask about it. Most folks are happy to talk about themselves, some just need a place to start.
If my customer does not talk about anything, I have my four basic questions and when they answer, I ask questions about what they tell me to try and keep them talking. In random order, depending on what seems most appropriate:
"Are you doing anything after this today?" This is usually my first question, as their answer lets me know if they're in a hurry. Sometimes a customer will think I'll be done with their service in less time than it takes and this gives me a chance to let them know when I'll be finished.
"Did you do anything/are you going to do anything - this weekend/last weekend/upcoming holiday/recent holiday?" Use whatever is closest, whether past or future. People generally like talking about their plans or something fun they did.
"Is anything new with you since I saw you last?" This is a great question because it gives your customer an opening to tell you whatever they want.
I know talking about the weather is kind of the last resort but people will talk about it so if you're out of options and there's been any big weather changes recently try: "Did you get rain/snow/thunder/lightening/ weather where you're at yesterday/this morning/last weekend, etc.?" This question might be better for folks living in a rural area, where I'm at people come to me from up to an hour away and in the mountains weather can change drastically within only a few miles. Another way to bring up the weather is: "Were you affected by the rain/snow/lightening that happened recently?" Many of my customers are elderly and the weather impacts them far more than it does me and they seem to feel better when they are able to voice their concerns.
I only have four questions because if my customer gives short, uninformative answers and doesn't seem to want to have a conversation after two or three attempts, I usually end the questions. Occasionally I'll ask all four of them with no luck in getting my customer to talk so I stop trying to make conversation altogether and continue my work in what I choose to be comfortable silence. This is what several of my customers prefer and once you get to know who wants to talk and who doesn't it gets a lot easier.
Please feel free to share your favorite conversation starters or any tips to get your customers talking!
Until next time, Blue.
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One Rule and Four Questions
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