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
Phantom Type Customers
The Banned Customer
The Banned Customer is one you have fired and asked not to return. You have set a boundary protecting yourself, staff, and business from this customer.
How to approach:
If you've made this difficult decision, never approach them again. Send them a very professional “you are fired” email or certified letter. Do not engage further.
Tips and solutions:
Make sure you document EVERYTHING. Consider getting legal advice. If they are volatile, you may also want a restraining order in place to protect your business.
Pro tip:
Send an actual paper letter letting them know you are severing the relationship. Use our fired client letter template to get started.
The Impatient
The Impatient clearly has time constraints. They cannot be delayed, and no matter what, you are unable to go fast enough for them. You're always the reason they are delayed. No matter the circumstance, they want to be served first.
How to approach:
This is a challenging customer. They must be first. You must go faster. The only way to make them happy is if other people voluntarily let them go first. We know this isn't fair to others, though. Do not put off other customers just for the Impatient’s issues.
Tips and solutions:
Unless you're a Time Lord, there's little you can do. Constantly thank them for their time and patience. "Thank you for waiting" goes a long way to acknowledge that their time is precious.
The Ghoster
Like a bad romantic relationship, a client can ghost you in business as well. One day you’re happily working for them and then, Boom! They stop texting, emailing or answering their phone. I know! How could a person do this?!?
How to approach:
Try different methods to communicate with a Ghoster. They avoid direct conflict and often don't want an uncomfortable conversation about a customer service interaction. They may feel more comfortable just ignoring you.
Tips and solutions:
Be kind and try to open the doors of communication. Realize this person may be afraid of conflict and don't want to deal with you or your business for some reason.
