Video testimonial questions that get useful answers

Not sure what to ask your customers? Start with three simple video testimonial questions: What were you looking for? How did it go? What would you tell someone thinking of choosing us?

You've asked a customer for a video, and they've said yes. Great. Then they ask, "What should I say?"

It's easy to say, "Anything you like!" But that can leave them staring at their phone, trying to think of something. Give them a few questions instead. They'll know where to start, and you'll get a video that says more than "they were great."

Three questions to start with

If you only pick three, try these:

1. 1What were you looking for when you found us? This helps the next customer see whether they're in the same situation.
2. 2What was your experience like? Let them talk about whatever stood out to them.
3. 3What would you tell someone who's thinking of choosing us? This gives them a chance to share something helpful with the next person.

They don't have to answer every question. If they have something useful to say about one of them, that's a good place to start.

Ready-to-use question sets

Don't want to pick through the whole list? Choose the set closest to your business and change any words that don't sound like you.

For a salon, hotel or other local business

1. What brought you to us?
2. What was your visit like?
3. What would you tell a friend who's thinking of booking?

For an agency or freelancer

1. What did you need help with when you contacted us?
2. What was it like working with our team?
3. What would you tell someone considering working with us?

For an online store

1. What were you looking for when you bought the product?
2. How have you been using it?
3. What would you want someone to know before they buy it?

You don't need the customer to read the questions aloud. They're there to help them think of what to say.

Questions about choosing a business

Did your customer look at a few businesses before choosing yours? These questions can help them explain why they got in touch:

• What were you looking for before you found us?
• What made you decide to get in touch?
• Was there anything you wanted to know before booking or buying?
• What nearly stopped you from choosing us?
• What helped you make your decision?
• What would you want someone else to know before they decide?

It doesn't have to be a big story. Maybe they needed a haircut before a wedding. Or a plumber who could come on Tuesday. Those little details can help someone else think, "That's what I need, too."

Questions for agencies and freelancers

When someone's thinking about hiring you, they want to know what working with you is like. Ask a client who's been through it:

• What were you trying to achieve when you contacted us?
• What had you tried before we started working together?
• What was it like working with us on the project?
• Was there a moment when you felt we understood what you needed?
• What changed after the work was done?
• Which part of the work was most useful to your team?
• Who would you recommend working with us, and why?

If a client wants to share a number, check it together first. They should also be happy for you to share it. Once you have the video, here's how to use client testimonials in agency proposals.

Questions for local and service businesses

Think about someone who's never visited your business before. They might be wondering what the appointment is like, or whether they'll feel comfortable. A customer who's been there can help answer those questions.

• What brought you in or made you book?
• What was your first visit like?
• Was anything different from what you expected?
• What stood out about the service?
• How did you feel about the finished result?
• What would you tell a friend who's thinking of booking?

If you run a hotel, ask "What did you enjoy about your stay?" Your guest might talk about the room, the location or the people they met. If you're a contractor, try "What was it like having the work done?" A photo can show the finished job, but it can't tell someone what the process was like.

Questions for products and online stores

Want shoppers to hear from someone who's already bought the product? Try these:

• What were you looking for when you bought it?
• What made you choose this product?
• How have you used it?
• What do you like most about it?
• Was there anything you were unsure about before ordering?
• Who do you think this product is a good fit for?
• What would you want a first-time buyer to know?

Keep the question open. "What has using it been like?" lets them talk about their own experience, without putting words in their mouth.

Questions for coaching, courses and software

If someone has taken your course, used your software or worked with you as a coach, ask about getting started and what they've learned along the way:

• What were you hoping to change or learn?
• What made you look for help at that point?
• What was it like getting started?
• Was there a session, lesson or feature that stood out?
• What are you able to do now that was harder before?
• Who would benefit from this, based on your experience?

Some customers may share personal details. Before you post their video, check that they're comfortable with what's included.

What not to ask

"Why are we the best?" It's a tricky question to answer, and it tells the customer what you want them to say. Try "What stood out about working with us?" instead.

"Did you love everything?" They can answer with one word. Ask what their experience was like and give them room to explain.

"Can you say we doubled your sales?" Let the customer describe their own results. Don't give them a number to repeat.

Too many questions at once. Even good questions can feel like a lot when there are six of them. Pick two or three to start.

A short message to send with your questions

Hi [name], would you be happy to record a short video about your experience with [business]?

You could mention what you were looking for, how it went, and what you'd tell someone considering us. Here's the link: [link]

You can watch it back before sending. Thanks either way!

Change the parts in brackets so the message sounds like you. Need more ideas? Here are some testimonial request messages for email and text.

Put the questions on the recording page

With SayCandid, your customers can see your questions while they record. Create a request, add the questions you want to ask, and send them the link by text, email or WhatsApp.

They can record on their phone or upload a video they've already made. They can watch it back before sending, and they don't need to create an account.

Want to see the steps on a phone? Watch the short demo in what your customer sees.

Choose three questions for your next customer and make your first request.