We answer all kinds of questions throughout the day. How can we value the answers we give?

▪ Value the person asking the question.
▪ Stop what you’re doing when you answer the question.
▪ Recognize the impact of your answer.
▪ Give them the whole answer—if the answer requires action on your part, follow through!
▪ Value the person’s time and attention.
▪ Anticipate questions and figure out a way to provide clear answers before the questions are asked.
▪ Give feedback in the process of answering questions (e.g., the maintenance man will fix the problem in your cabin while you are at the evening service).
▪ Don’t allow your situation to affect your answer; your bad day isn’t an excuse to give the person asking a question a bad day.
▪ Follow up; the person may not ask again if his question wasn’t answered.
▪ Get help with answers if you need it.
▪ Use a considerate, helpful tone when answering questions . . . even if you’ve already answered the same question ninety-seven times.
▪ Eye contact is crucial in determining if the person understands your answer and if he is asking the right question.
▪ Consider the opportunity to answer the same question multiple times as your opportunity to develop a professional answer to that question.
▪ All questions are good.
▪ If you have to give a hard answer, do it with compassion; give an alternative if possible.
▪ Smile!