A voice everyone describes as "friendly but professional" isn't a voice. These twelve questions pin yours down with examples, so a new teammate writes like you on day one. The answers also go straight into AeroReply's brand kit, so every AI draft follows the same rules.
What's inside
One row per question, grouped into four sections, with an example answer from a neighbourhood bakery to show the level of detail that helps. The first 6 of 12 rows:
| section | question | example_answer |
|---|---|---|
| Who we are | What do you do, in one sentence a customer would say? | We bake sourdough and pastries fresh every morning, two streets from the station. |
| Who we are | Who is your best customer? | Locals on their way to work, and families picking up a weekend treat. |
| Who we are | What do people thank you for most? | Remembering their usual order and always having a fresh loaf by 8am. |
| How we sound | Pick three words for your voice, and one word you never want to be. | Warm, cheerful, unfussy. Never posh. |
| How we sound | How formal are you, from 1 (texting a friend) to 5 (a bank letter)? | 2. Full sentences, no slang, the odd exclamation mark. |
| How we sound | Do you use emoji? Which ones? | One per post at most. 🥐 🍞 ☕ only. |
How to use it
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- Download the sheet and answer every question for your own business. Keep the bakery answers only as a guide to detail
- Read your answers aloud. If a sentence wouldn't come out of your mouth, rewrite it
- In AeroReply, open Settings → Brand kit and copy your answers into the matching fields under Voice and Knowledge
- Share the sheet with anyone who posts or replies for you
Tips
- Specific beats clever. "One emoji at most" is easier to follow than "playful".
- The never-use list is the most useful part. It stops the AI from sounding like everyone else.
- Review it every six months, or when a new person starts writing for you.
Where to go next
- Set up your brand kit for where each answer goes.
- Customer reply scripts to put the How we reply section to work.
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