PostieDex: PostBack's Guide to Customer Types
Note: PostBack’s Guide to Customer Types is compiled advice from seasoned Customer Service Representatives and Managers. It should be used as reference material. PostBack is not responsible for how you conduct your own business. These tips are meant to help you navigate your amazing, and sometimes not-so-amazing, customers.
Select a PostieDex customer type to get started:
Kind Type Customers
Well-mannered, kind people who bring the very best of experiences in a business setting
Phantom Type Customers
You may never have seen these customers in the first place, or they have simply disappeared
Deceptive Type Customers
These customers bend the truth, often trying to get around laws, rules and policies
Confounding Type Customers
Unpredictable individuals who make commerce interactions quite stressful
Combative Type Customers
Aggressive clients who express their dissatisfaction with physical or verbal violence
Kind Type Customers
The Advocate
The Advocate is the client who will stick up for an employee or business when a bully or aggressive client is yelling in public. They take it upon themselves to fight for justice and advocate for the underdog… which might just happen to be you. In medical settings, they often accompany a patient to their appointment to lend assistance.
How to approach:
Approach with extreme respect and appreciation. They are very just people and appreciate honesty and directness.
Acts of appreciation:
Thank them verbally. Make sure you give sincere eye contact and thank them for their assistance.
The Appreciator
Have you had a customer who couldn't stop thanking you? This is the Appreciator. They love thanking others and know how important expressing gratitude is for the human psyche. They often travel in groups with other Appreciators as gratitude is contagious.
How to approach:
They generally just like acknowledgement. However, be careful not to say "No... thank you!" or you will get stuck in an appreciation feedback loop for hours.
Acts of appreciation:
Appreciators love eye contact. Simply look them straight in the eyes and sincerely say, "You are welcome," or something similarly complimenting. This makes their day.
The Baker
The Baker shows their appreciation by gifting you their lovingly-made goodies. Often, they work in a similar field where individuals cannot stop for a lunch break, or even make food. They share their yummy treats to show their appreciation.
How to approach:
Approach them with kindness and gratitude. Make sure you acknowledge which items you liked best.
Acts of appreciation:
A thank you card really makes their day
The Complier
The Complier is an educated expert's dream. They understand and value knowledge. They trust and seek out experts. They can be the best patients, students, and clients that will do what is suggest (within reason). Do not abuse this. Only give well appropriate, well thought out advice and instruction.
How to approach:
Approach with the understanding that they trust you. Be cautious not to over-suggest instructions. You use your power and knowledge wisely because they trust you and will do as told.
Acts of appreciation:
Tell them how much you appreciate their trust. They like to know when they are good patients or clients. Priase them for completing tasks well
The Entertainer
Entertainers are the funniest of clients. They enjoy making you laugh and being the bright shiny star of your day. They simply want to bring laughter to all experiences.
How to approach:
Approach the Entertainer with laughter. Nothing makes them sadder than working on the best pun ever and getting a blank stare in return. Even if you don't think they're funny, squeeze out a laugh for them.
Acts of appreciation:
Laugh. Laugh like they need to hear it to live… because often they do.
The Gifter
The Gifter shows how much they appreciate you and your work with gifts. They may give flowers, gift cards, thank you cards and positive reviews. These clients are everywhere, but they tend to flock to you if you have good online reviews.
How to approach:
Approach them with sincerity as they will know if you are fishing for gifts. Be authentic and kind without any expectations and they may surprise you with goodies.
Acts of appreciation:
Gifters love a thank you card, or even a response to an online review. Do NOT buy them gifts back as you can get into a "gifting feedback loop." You should ensure the gifting doesn't violate company policies.
The Good Tipper
With change jingling in their pockets, the Good Tipper loves to share it with people they appreciate. They have often worked in a similar industry, or know someone who has. They understand how tough these jobs can be and know a good tip can make someone’s day. Similar to a Gifter, the Good Tipper leaves little gifts of money.
How to approach:
Approach with sincere kindness and good customer service. They only tip when they are not watched or feel obligated. They can often be shy.
Acts of appreciation:
Please give just one thank you. Anything other than that just gets weird.
The Listener
Listeners are often quiet and approachable. The listener waits their turn to speak, but even more importantly, are actively listening and absorbing your information. They ask questions to increase their understanding.
How to approach:
Approach a Listener with your active conversation. Feel free to speak because they want to hear your nuggets of wisdom. Most importantly, after you have spoken ask if they have questions. They will let you lead so be conscious of giving them a chance to speak.
Acts of appreciation:
Thank them for listening. Thank them!
The Understander
The Understander seeks to know what it’s like to work in your particular industry. They often will ask you about your job, what it entails and try to relate it to their own business or experience.
How to approach:
Answer their questions. Explain your day. Explain your insight and approach to your profession. They are curious and really want to connect with you.
Acts of appreciation:
Give an Understander your time. They want to connect with you. Be authentic and let them in.
