Hi Zsuzsi
Good to see you’re back! 🙂
Your opening paragraph is a good start – but Tom might not recognize himself in your opening sentences, because he doesn’t always love his customers and he definitely doesn’t think his customers are bright, patient and curious. By opening like this you risk alienating him, because he doesn’t feel you understand his problem. And if he thinks you don’t understand him, he won’t read on.
Try to start with how Tom is feeling about his customers instead. Something like this:
Yeah, yeah.
The gurus tell you to love your customers.
But sometimes customers aren’t lovable. They’re lazy. Impatient. And they bother you with questions that are answered on your website. Are they stupid?
When Tom recognizes this scene, he’ll continue reading. You can then empathize with his feelings and promise a solution.
Enchant readers. Woo customers. Win business.