At the counter · from the book, word for word
The Questions You Answer Every Day
Will it cover dark blue?
Nayeli runs a paint store. Some weeks she answers “How much paint do I need for a bedroom?” and “Will it cover dark blue?” about 20 times between them, then goes home with nothing to post. Her page was the paint company’s color of the month, the same picture any paint store could put up.
Her first reflex was to post another brochure color. Instead, she taped a sheet called “They asked” next to the register for one week and wrote down every question in the customer’s own words, with a tally mark for each repeat. Her weekend helper added his.
By Saturday the sheet had 23 different questions on it. “Will it cover dark blue?” won with 14 marks. On a slow afternoon she painted a board dark blue, let it dry, and split it into three: one coat of a pale color, two coats, and primer with two coats on top. She posted a photo of the board with the question as the first words.
That month, two customers came in holding the post up on their phones and asked for “the primer from the picture”. The other 22 questions went into her idea bank.
- Put a sheet of paper by the register, or a note on your phone, called “They asked”.
- For one week, write down every question in the customer’s words, with a tally mark each time it comes back.
- Ask anyone who works with you to add the questions they hear.
- Scroll back through a month of messages, comments and reviews, and add those too.
- Put the top five in your idea bank, each with the one picture that would answer it.
“Our paint offers excellent coverage.”
“Will it cover dark blue? We heard it 14 times this week. One coat, two coats, and primer with two on top. Here’s the board.”
“Tips for choosing paint.”
“How much paint for a bedroom? Here’s the sum we do at the counter.”


