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How much research should you do for a client? [updated 1.31.08]

Sonlight's goal is to empower clients. Part of empowering them to make their own decisions is training them to research the answers themselves, before asking for help. If they can do the research themselves, just point them in the right direction. There is no need for us to do the research for them (ESPECIALLY for customers who are planning on buying used or elsewhere).

Take advantage of every opportunity to train the customer about where answers can be found. If they are asking about something found on the FAQ page, refer the client to the FAQ page as you provide them with the answer. Or, if the client is requesting when a backorder will be available, reference the backorder page in your email and suggest they may check there for up-to-date information at any time.

If, however, the customer is asking about a product SL sells, refer the customer to the website for additional information.

There are some situations... missionaries overseas with expensive online costs, etc... where you may wish to go above and beyond in this area.

Look at each situation individually. As often as possible, and when appropriate, provide the information that will allow the client to research the answer for themselves. Refrain from doing the research yourself unless necessary.

If any additional research is needed, refer the ticket to the Facilitator.

Some examples... a customer is requesting information on what exactly has changed since the catalog 3 years ago. You know you have that catalog, but it would require you to compare each individual item. Instead, refer the customer to the current catalog and have the customer check what they have against it themselves. You can also refer the customer to the Feature Comparison Chart on the website and to the forums for information from other Sonlight users.

Another customer has questions about a supplement for Singapore Math. You provide as much information as you have available, but they want more details, chapter titles, etc. Refer the customer to the website to see samples, to the math forum to ask other Sonlight users, etc.