Before the whistle blows, every team at the World Cup has a game plan. Communication, preparation and teamwork is a winning combo, on and off the field. Managing your online reviews requires strategy, attention, and consistent effort. Think of it like playing a soccer match. Every review is an opportunity to build your team, build trust, and score points!

5 Ways to Manage Your Online Reviews Like a Soccer Match

1. Take advantage of kick-off to set the tone

Your initial online reviews can really set the tone for your whole game. First, make sure you respond in a way that boosts your image, instead of getting into long back-and-forths, or flame wars. You can stay professional while addressing any issues. We created PostBack with pre-populated options so businesses can easily respond to online reviews. Ultimately, you stay professional while keeping your legal team happy.

2. Use your midfielders well

Consider your social media managers as your midfielders. These roles are playing both offense and defense. They set the pace and are the connectors. Your social media midfielders are the bridge between your customer service and your business/brand. Make sure they have had the right training for the most impact by using our PostieDex guide to customer types. The PostieDex can help prepare your midfielders so they can navigate interactions with all types of customers.

3. Create a good defense strategy… but don’t get defensive

However, this doesn’t mean you should be defensive, but it does mean you need to have systems in place to respond to your online reviews. You don’t want to leave online reviews sitting with no engagement, or by responding with negativity. Our Posties help you respond quickly while protecting your online reputation.

4. Leverage the power of Subs for a refresh

A newly subbed, fresh player can revive a lull in your team. If something isn’t working, take a moment to evaluate and try something new. Maybe you’re seeing some themes in the online reviews people are leaving for your business. Is it something you can possibly make change on? One of our goals at PostBack is to see those original online reviews taken down. Making improvements to your business may help that process, and raise your star rating in the process!

5. Nurture that hometown advantage, on and off the field

There’s nothing quite like feeling the love and support of the hometown crowd. Striving to be a top-rated local business is like winning over your local fans. We’ve created a set of positive responses you can use to lift up online reviewers in your Posties! Also, keep it local and share your Watchlists with other businesses in your area or specialty.

Post-game Wrap

At the end of the day, managing your online reviews requires a lot of the same skills used in playing a game of soccer — strategy, teamwork, consistency, adaptability. Amid the chaos of crowds, or websites in this case, never lose sight of what got you into the game in the first place… a love of the sport. Or, in this case, your business. When you lead with that, the hometown crowd can’t help but love you!

VIDEO TRANSCRIPT

We’ve been watching a lot of soccer lately… which got us thinking… How can we apply sports strategies to managing online reviews? Check out PostBack’s five tips to manage your online reviews like a soccer match. Let’s get started.

First, take advantage of kick-off to set the tone. Your first online reviews can really set the tone for your whole game. Make sure you respond in a way that boosts your image, instead of getting into long back-and-forths, or flame wars. You can stay professional while addressing any issues.

Next, use your midfielders well. Consider your social media managers as your midfielders. They are playing both offense and defense. They set the pace and are the connectors. Your social media midfielders are the bridge between your customer service and your business/brand. Make sure they have had the right training for the most impact by using our PostieDex guide to customer types. 

Third, create a good defense strategy… but don’t get defensive. This doesn’t mean you should be defensive, but it does mean you need to have systems in place to respond to your online reviews. You don’t want to leave online reviews sitting with no engagement, or by responding with negativity. Our Posties help you respond quickly while protecting your online reputation.

Use subs to stay fresh. A newly subbed, fresh player can revive a lull in your team. If something isn’t working, take a moment to evaluate and try something new. Maybe you’re seeing some themes in the online reviews people are leaving for your business. Is it something you can possibly make change on? Making improvements to your business may help that process, and raise your star rating in the process!

Finally, nurture that hometown advantage. There’s nothing quite like feeling the love and support of the hometown crowd. Striving to be a top-rated local business is like winning over your local fans. We’ve created a set of positive responses you can use to lift up online reviewers in your Posties!

Now, get out there and win your game! PostBack.com

Find more videos our PostBack YouTube Channel »

Sign of the times?

Lately, I have been noticing more signs in local establishments stating, “Please treat our staff with kindness.” You see these signs more these days as they are a side effect of angry people abusing their employees. These reminders are important to convey to others that the person behind the counter is human too. Unfortunately, people seem to have forgotten that kindness rules. Somewhere in between lockdowns from Covid and fear of the world, viruses, invasion, and general crime we have forgotten to treat others the way we would want to be treated.

In part, this is why we created PostBack. We wanted to give the business world a safe place to vent and let go of frustration without incriminating yourself. Yes, we believe in treating customers kindly. Yes, the customer should be right, most of the time. However, if a customer is abusive to you, you should not have to post a sign reminding them that you are human and your staff are as well. You should not have to demand to be treated with respect in dignity simply because you work in service.

You should have a safe place to let that emotion go. A place to tell your side of the story and move on. A place to tell that person that they are a 1-star customer. However, people need to be reminded that they should be kind. No one should be yelled at in the workplace. No one should feel unsafe while trying to provide a service. People need to treat everyone with respect and kindness no matter if they are a client or a provider.

Request a free window sticker

If you need a sign to post in your establishment, we offer free window clings from PostBack:

If you would like to remind the world to be kind, please fill out the form and we’ll get yours in the mail to you at no cost. Together, we can all start to make the world a friendlier place. Even if it takes a reminder on your front door to do so.

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Special feature: Founder’s blog

As I was getting ready for work this morning, I was picking out my earrings to wear for the day. I am blessed to have these silly choices. Gold or silver? Turquoise or plain? I glanced over at my rainbow hoops. My heart skips a beat with excitement. I love these hoops and am so excited that June is here so I can wear them proudly the entire month. Why would I wear these proudly? Because I am an essential part of the LGBTQIA+ community… I am an ally!

Being an ally is essential to my mission of making this world a better place. I am a person who is a safe space at all times for any member of the LGBTQIA+ community. I have been an ally from the time when there were fewer letters represented. Why? Because I was raised by some of the most compassionate people out there.

My family raised me to understand that being gay is normal. I believe being gay is no one’s choice,  it is simply the way they are deep in their soul. I am the niece of two generations of lesbians that I know of. Who knows about the 1800’s? Growing up I thought everyone had Aunts who had permanent life partners.

I am the friend that happily attends your gay wedding.

I am the boss that doesn’t question that their employees are trans. Instead, I go and remove the gender signs from the bathrooms.

I am the friend who accepts you wholeheartedly for your decisions.

As a mom, I will unconditionally love my children no matter what their orientation might be.

As a volunteer at sports, I will accept you for whatever your family may look like.

I am the person who makes every corporation I work for participate in Gay Pride Parades across our country.

Sometimes, I am even the Karen who will complain if you try to persecute gay people.

Always, I am the person who makes it a point to support LGBTQIA+ businesses. I am your safe place whether you are gay or straight. I take being an ally as being a crucial role in the LGBTQIA+ community! It is my job to support, accept and love people no matter what gender they choose to be, love or identify with!

So, as I prepare to wear my rainbow hoops for the month of June, I do it with excitement. I do it with joy. I do it because I believe in Love and hope that someday the entire world will as well. As the child of hippies, I do hope that the world can learn to Love rather than hate. During Pride month this June I wear my hoops for you all. Gay or straight, Christian or atheist, Left or Right, because I love you all and strive to be an ally for all!

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Learn how to screen, review, and manage clients before they become a problem 

As a freelancer, you’ve worked hard to hone your skills and are out in the world to build your business. A single difficult client can take your time, affect your finances, and turn projects into a nightmare. The good news is that most bad clients show warning signs early. With the right approach (and using tools like PostBack) you can avoid them before they become a problem. 

NOTE: PostBack provides this information as reference material to help support you and your team. PostBack is not responsible for how you conduct your business. Read our Terms & Conditions for more information.

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Why Bad Clients Are One of the Biggest Risks for Freelancers 

Bad clients take more of your precious freelance time to manage. You’ll often be affected by scope creep, chasing payments, or going through extensive meetings or calls for those with unrealistic expectations. These bad clients can be emotionally draining. And, sometimes, they even affect your reputation if they make unwarranted negative reviews online. 

Common Red Flags Freelancers Should Never Ignore

Part of your freelance journey is encountering different types of customers. Get to know some common red flag client characteristics:

Red flag: Unclear project brief

This type of client generally has an idea of what they want but may not have all the details. They may require extra guiding questions from you. Vague projects run the risk of extensive revisions and a cycle of the client realizing what they don’t want with each round you show them. This is truly a time suck from your other projects. A project with a vague idea at the beginning can often lead to scope creep since there may not be a solid end goal from the start.

Red flag: Poor communication

Communication between you and the client is crucial in a freelance relationship. You’re not in the same office together, so prompt emails and calls are necessary to keep the project moving. If your freelance customer isn’t returning calls or emails at the start, you may want to think twice about taking on their project. Imagine you have an issue collecting payment at some point. Would this client actually get back to you to resolve the situation? This red flag client can quickly move into the “non-payer” category.

Red flag: Doesn’t want to sign contracts

If you encounter a client who doesn’t want to sign your contract that is one of the biggest red flags. As long as your contract is reasonable and clear there should not be any reason they would avoid signing. Sometimes they may have their own contract they need you to sign, which is fine as long as you read it over. You may be able to ask for them to add your contract protecting your creative rights and usage. Please consult your own legal advisors for the best recommendations for you. 

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How to screen clients before you start working together

Before you start working with a client, there are things you can do to set yourself up for success.

Screen clients using PostBack

Actions speak louder than words. Create a smarter client selection process by taking advantage of customer insights left by other businesses on PostBack.com. Your freelancer business can benefit by viewing a potential client’s history of being a red flag or a fave. If you see that someone has been marked as a “non-payer” you may want to skip taking on their project. Have they been reviewed as a great communicator and collaborator? Sign them up!

Develop a client onboarding document for your freelance business

As a freelancer, it’s important to put together a client onboarding document you can use to gather the information you need for the project, and about the client. This will help you outline the project scope and be able to give them the most accurate quote. Don’t forget to include information about deposits, and payment schedules. It’s always good to include a note about how many revisions your quote includes, and flag that extensive revisions may incur additional fees. Communicate with the client that they will be notified when the project is at certain thresholds that may trigger additional fees if work continues past that point. Pro-tip: Require that the client approve the additional work before doing it.

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How to deal with difficult clients when you’re feeling stuck

Are you a freelancer dealing with a difficult client? The first thing you’ll want to do is document everything. Save your email communications, take screenshots of text messages, etc. You may need this history in the future.  

Be sure you are communicating professionally. You can still take the high road. Set your personal and professional boundaries with difficult clients. As a freelancer, you and your business are basically one. Ultimately, you may need to walk away from the client relationship. Feel free to use our fired client template as a starting point.  

Don’t forget to help your fellow freelancers by rating and reviewing your experience working with this client.

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Good client relationships are the foundation of a strong freelance business

You’ve put a lot of work into setting yourself up as a working freelancer. Running a freelance business, you’ll have to wear all of the hats. You’re HR, often a bookkeeper, project manager, and the whole creative team. It can be A LOT. However, if you take time to set up your processes, and screen clients in advance using tools like PostBack, you can remove some of the guesswork and unknowns.

Get advice on how to handle different kinds of customers you may encounter as a freelancer in our PostieDex Guide to Customer Types. Now, go forth and choose your clients well! Your sanity will thank you for it.

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Our startup experience with PostBack

As I go through all of my past blogs to make them SEO-friendly, I find myself reflecting on a question: Why do startups like mine struggle with SEO and spend so much time at the mercy of Google?!?

Don’t get me wrong — I’m not anti-Google. I don’t hate it. I simply find it frustrating that as a startup we’re trapped in a constant cycle of SEO optimization, Google Ads, and digital marketing just to stay visible.

The Startup Dilemma: Advertising to Be Seen

Being a startup means you have to advertise. With so many websites, apps, and platforms competing for attention, how else can a new company get noticed? The answer seems simple: advertise on Google, Facebook, LinkedIn, and other major platforms.

We constantly optimize our SEO, refine our content, and sometimes even pester our CTO to help with Google Ads and Google AdSense campaigns. Why? The ultimate goal is to attract users to our website and future app.

The Vicious Cycle of Advertising and Monetization

Here’s the irony: once users arrive on our site, our only revenue stream is advertising. That means we are essentially paying to get users who see ads that make us money — but often, we aren’t making much profit.

This creates a vicious cycle: we spend on advertising to bring users in, hoping the ads on our platform generate revenue. But at the startup stage, it often feels like we’re spinning our wheels.

Why We Do It Anyway

Despite the challenges, I believe in a bigger mission: rating customers. I believe in creating a platform where:

• Accountability is key
• Everyone, not just businesses, can be rated.
• People make informed decisions before doing business.

I want PostBack to be a tool where businesses can finally say, “That customer is NOT always right.” It’s about fairness, transparency, and giving people the information they need to make smart decisions.

The Future Vision for PostBack

I hope that one day, we won’t have to rely on Google Ads to make PostBack visible. We aim to naturally achieve the goal that PostBack is the #1 platform for customer and business ratings, where users can search clients and businesses to know exactly what they’re getting into.

Our ultimate goal is to end the profitless loop of paid advertising, making PostBack both valuable and sustainable. And we do it for you, the users who want transparency, accountability, and better business interactions.

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Gather round for story time. Part love story, part epic battle. Spam Musubi vs Spam Email… a Tale of Two Spams.

Spam: A Love Story

As someone who grew up in Hawaii, I love Spam. Yes, I know what it is made of (and I do not care). That salty, porky goodness is my downfall. Every single time I go home to Hawaii I reconnect with my old love, Spam Musubi. I give myself GI upset by eating too much of it. My business partner has had to have interventions and limit me as I cannot get enough. I just cannot say no to Spam.

Spam That Deserves to Be Destroyed

However, not all spam is created equal. Internet and email spam do NOT get my undying devotion. As a business owner, I receive about 5-10 spam emails trying to get me to buy, contract or use a service. Did I ask these people to bid their services? NO!! I foolishly attended a not-so-savory business trade show and they sold my email address.

What can your business do about SPAM?

What can I do to fix the constant barrage of email pork byproducts? I can unsubscribe if they have an unsubscribe button. I can add that person to junk or block them. Better yet, I can flag this spam sender on PostBack. We’ve got special icons just for them. Now you and your business can wield these super powers, too!

I have taken to making Posties about these people on PostBack. Now WE get to post back and rate these spammers, scammers, and professional phishers. Now you can be warned of shady characters before it’s too late. 

Finally, WE have a tool to hold the spammers and scammers accountable!

Have a person trying to steal from you? Performing a swindle on your elderly parents? Don’t just get mad at them, flag them on PostBack! Yes, you should also talk to authorities. After that, tell the world who these people REALLY are. They should not be allowed to defraud people. They should not be allowed to steal from trusting folks. Make a Postie about them declaring them as SCAMMERS.

Phishing scams? Use your superpowers and post back about them, too. Even if it results in just getting your frustrations out, then that IS something. Releasing and letting go can be cathartic. 

Has someone catfished you on the web? Make a Postie about it. It is anonymous so you are not putting your name on it. Just that smelly fish. 

By using PostBack you are helping other people avoid the downfalls you’ve unfortunately had. The more people who rate others, the more results will be available to people trying to avoid crooked 1-star characters out there. 

So, get your Spam Musubi (or veg-friendly substitution), and take out the bad spam with PostBack!

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What is the difference? 

Do you lack patience? I do. I cannot sit still. I cannot rest. I am always working on the next thing. I am constantly challenging myself to learn and do new things.

Recently, I replanted my greenhouse. I find myself every day wandering in there to see if my lil seeds have grown in my garden. Even though I know it takes time, sunlight, and water to get those seeds growing my silly monkey mind still thinks I have some sort of control over it. As if me going and checking on it daily will speed the vegetable seeds’ growth process up.

I do the same thing with PostBack. While I believe it will take off, I still check at least 3 times a day to see if anyone has made new Posties. I check my online advertising receipts to see how many daily impressions we are getting. Always looking for signs of growth. I have zero patience. 

While I know PostBack is a great idea, I am anxiously awaiting businesses to come rate customers. I am checking to see that my virtual seeds are growing. I am hoping with online encouragement that the web universe will catch on and grow like some amazing veggies.

How do we learn patience in the business world? 

How do we calmly wait while an idea catches on? How do we grow as business owners to trust our instincts and let the customers catch up on their own timeline? Because, to be honest, I cannot even allow seeds to grow at their own pace. I watch them daily as if I have any control over their natural process.

Patience requires a shift to the long-term. Yes, I’ve planted my seeds. Yes, I’ve made sure all of the ingredients are there for everything to thrive. Sure, there may be a weather change, or some factor that affects things. But, I’ve done my best to set my garden, er… business, up for success. To get through all of this heart-wrenching waiting, I set my sights on the harvest. Patience.

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Special Feature: Founder’s Post

Recently, I was on a boat tour with many other people. People I have never met. People from many different countries and backgrounds. My dinner mates happened to be from French Polynesia. We somehow got onto the conversation of benefits differences in the United States and other countries. My travel companions were completely shocked by hearing about the benefits packages that I provided my previous company’s employees.

My dinner mates had the understanding that all employees in the United States lack basic benefits. I explained that while it is not a federally mandated system of benefits, good companies, ethical companies provide their employees with great benefits packages. My new French friends were shocked. They asked me, “Why do you provide different benefits for your employees than your country requires?” My answer quite simply was: “To attract the best talent.”

I am the child of a small business owner. In fact, I am 3^rd generation American Small Business Owner. My Father gave his employees the best benefits he could afford. I too turned profits over to the people making them to attract the best talent. Even with PostBack, while we are in our infancy and not making big dollars, I strive to turn over what we have to the amazing talent that brings you this platform.

Invest in People and They’ll Invest in You

I know this is not the American way completely. However, this is how I was raised. Take care of the people who take care of you. Even in business. My staff help me make my business profitable so why wouldn’t I share that with them? This creates a system of happy employees. They are loyal. They know they are part of a work family.

So, my French friends, I know that our country does not mandate good benefits systems. However, a good company, an ethical company, will offer what they can. Why? Because we want the best talent. Businesses want happy employees. We want people who do an excellent job to help the company. We want the best! Give the Best, Get the Best. That is my American Way!

Learn more about corporations who take great care of their employees; check out BMW America, Patagonia, and Trek Bikes. Someday PostBack will be on this list too. When you make more, you give more!

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Special Feature: Founder’s Post

Do I know about customer service during the holidays? Oh yes… yes, I do.

I worked in Customer Service for my entire career until I started PostBack. Yup… 25+ years in Customer Service. I worked every Christmas eve and most Christmas days for my entire 20’s. I gotta say it was HELL.

The Christmas College Barista Experience

During college, I spent many a Holiday making people coffee. Yes, I was a Barista for many years while working my way through college. I spent 4 Christmases stuck at an espresso machine calling out drinks until my voice was hoarse. Seriously people, you cannot take a break from your latte for one damn day. Do you really need to go get an espresso drink soooooo bad on Christmas that you have to go to a coffee shop?

The Dreaded Holiday Retail Experience

I spent many other Holidays working retail. Selling items for hours and hours to consumers desperate to buy the perfect gift for their loved ones. I spent days and weeks listening to the same piped-in Holiday music while wrapping gifts and ringing up transactions. To this day, when I hear Baby its Cold Outside I twitch from working retail on the Holidays. It also makes me twitch because damn, shouldn’t people realize that girl is getting me too’d?!?

The Veterinary Holiday Experience

Later, after finishing college, I spent many years in a Veterinary Hospital saving your pets’ lives on the Holidays. I held countless dogs while they threw up entire turkeys, Christmas chocolate, and once an entire care package of Christmas cookies. Side note, Christmas cookie dog vomit is seriously the best smelling dog vomit. TMI? I have started IVs on dehydrated cats that refused to eat or drink because your Aunt Martha was visiting for Christmas.  I have held countless paws that were euthanized during the Holidays because they just couldn’t make it thru for their owners and it was time. I have been yelled at countless times because “there goes our Christmas.” When, in fact, I have told you that your dog needed surgery and you were not financially prepared for that eventuality.

Dig Deep, Harness Some Patience, and Show Some Gratitude

My point behind all of this is… working during the Holidays is a nightmare for Customer Service Staff. It is beyond painful. People are mean. It is busy. No one has patience and the music on endless repeat is THE WORST!

What can we do as consumers to make it better? Tip your barista. Bring snacks to your Veterinarian’s team. Believe me, we remember every client who brings us cookies. Be patient with the cashier who is ringing up your items. They are desperately trying not to have a breakdown from hearing “White Christmas” for the 150^th time that day. These glorious workers need some love. They need someone to look them in the eye and acknowledge their pain. Please, fellow humans, go with the flow and be kind to your retail workers this Holiday season!

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Navigate the most challenging holiday get togethers

We all know the holidays can be a stressful time. But what can make them exponentially more difficult is when you involve family. Last year my family made a trip halfway across the world to visit my sister and her family for the holidays. Essentially, we blended two very different families into one for an epic holiday adventure. Was it fun? YES! Was it stressful? Not really. At least for me… That is because I come from dysfunction and my childhood extended holidays were HELL! Now that I’m older, I focus on a “go with the flow” mindset.

When I was a child, we only spent three holidays with extended family. Each one was difficult and resulted in family drama. Why? Because everyone seemed to get a little prickly when they must give up their individual traditions and do someone else’s. I remembered this so significantly as a child. Watching my mom fight with her mother over the way dinner was presented. Seeing my stepmom try to incorporate her traditions into a very rigidly established family. Observing my paternal Grandmother with grace and maturity just accept other ways for the holidays and go with the flow. So, who do I try to emulate for the blended holidays?? My maternal Grandmother.

It is hard to spend the holidays in a way you are not accustomed to. What worked for me last year? Go with the flow. It is not going to be your own traditions. You gotta bend. As an adult this is easier… or at least some adults. Plus, you may get something unexpected out of it. Maybe you’ll see a new way of doing something, or find a tradition that also resonates with you. Hopefully I harnessed my Gumby powers and did not try to force my ways on my sister and her family. 

If you find yourself with family this year, or in a similarly challenging social dynamic, try not to be too salty because Aunt Bea forgot your favorite pie. Remember to go with the flow. As Bruce Lee said, “Be water, my friend.” Merging traditions and celebrating other peoples’ holidays is tough work.

Here’s our quick hit Holiday survival guide:

1. Show up as your best self by scheduling in time for things that keep your cup full. Don’t skimp on the self care!
2. Things getting heated? Take a time out for a quick meditation.
3. Practice gratitude and go with the flow.
4. Be like my grandma (and Gumby)… embrace the bend and go with the flow.

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Whether you subscribe to the “Law of Attraction” or you just want to appreciate the world, gratitude is a life-changing philosophy.  Taking the time to appreciate what you have in the world is key. It is monumentally important to express thankfulness for the things we have.

Every day I take the time to write down 5 things that I am grateful for. They range daily from exact instances to very broad subjects such as my community or state. I do this because it causes my brain to shift its focus from the crap that is wrong to the things that are right. Allowing your brain to see the positive helps you tackle the negative. 

Generally, my gratitude list consists of the following 5 things:

1. My family
2. My health
3. My pets
4. My job
5. My community

Doing this daily allows me to clear out the negativity and see what a blessing in my life is. It is so very easy to get distracted by the horrible things going on in the world. The news is depressing. You read reviews about your business and get frustrated that people do not see your sacrifice to bring that business to the public. The key to dealing with those negative moments is shifting your focus to what is right. Having gratitude for what you do have even when things are crappy. 

Taking the time daily to practice gratitude will change your life. Sometimes it is hard. Sometimes it is as simple as “I am grateful for my shirt” But expressing thanks to the universe causes a positive shift in your brain. It allows you to see past the negativity and restructure your thought process.

So today I am grateful for:

1. You reading this blog.
2. PostBack.com
3. My shirt
4. My family
5. My community

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5 Gratitude exercises you can start today:

Practice “Three Good Things”

At the end of each day, identify three things that went well. You can keep track of these in a journal, or just make a mental note. Bonus points – note why these things happened.

Keep a Gratitude Journal

Spend a few minutes each day documenting 3-5 things you’re grateful for. This exercise helps train your attention towards the positive.

Express Gratitude to Others

Thank people. In conversation, text message, email, or a handwritten note. Gratitude is best shared. Aim to give out one genuine thank you each week.

Gratitude, the Perfect Pairing

Attach a gratitude practice to something you already do regularly. For example, while brushing your teeth, think of one thing you’re grateful for. Before you go to sleep you can recall one person who help you recently. Habit stacking makes it easy to fold in a little something more.

Reframe Challenges

Ah, the good ol’ silver lining. In a difficult situation you can refocus your attention to things like “What can I learn from this?” or “Who has supported me through this?” or even take a step back and think “Is there anything in this situation I can appreciate?” You’re not trying to be delusional… you’re just. not dismissing the fact there is a challenge. However, you can feel more resilient by looking at challenges differently.

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Handling Energy Vampires, Ghosters, and Trick-or-Treaters

As Halloween CREEPS closer, let’s get you prepared for some client types that may be trickier than a treat! Beware the spooky customers like the energy vampires, ghosters, and trick-or-treaters. Find more details on how to handle all types of customers in our PostieDex Guide to Customer Types.

Customer Type #1: The Energy Vampire

This type of client LIVES for taking your time and resources. This type of customer thrives from your energy, similar to Colin Robinson from What We Do in the Shadows. “I don’t live to drain. I – I drain to live.”

How to approach:
You can judge how much you have to give this customer. Have a few exit phrases or tasks at the ready if you need to step away, politely. “Pardon me, but I need to go check on [insert task here]. I’ll be back in a moment.”

Tips and solutions:
Stay professional. We never know what this spooky customer is currently going through. They may be needy at the moment, but they may also be a great customer overall. 

Customer Type #2: 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. This spooky customer avoids 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.

Customer Type #3: Witches and Warlocks

These spooky customers want to cast a spell on you to work their deceptive magic. Maybe they are trying to do unsavory returns or get around other rules.

How to approach:
Use the protective powers of your policies to stay strong. Show them documentation and be direct in telling them they are abusing it. Post, explain and adjust your policies if needed.

Tips and solutions:
A manager or person of authority will need to reiterate the policy. If this behavior continues, the business may need to ask them not to “return,” so to speak. As this may be fraudulent behaviour it is usually in the interest of the business to fire this client. Be sure to DOCUMENT.

Pro Tip:
Include your return policy on receipts and invoices.

Customer Type #4: Trick-or-treaters

These customers want something for free. They always need to take a little more to feel like they got their monies worth. Maybe it’s extra napkins, sugar packets, and a roll of TP from the bathroom they gotta have it.

How to approach:
Approach these spooky customers with caution. Often, they don’t even realize it’s stealing or over abusing a lax policy. Trick-or-Treaters tend to be raised by others and will abuse a free policy like no other. They simply see it as normal behavior.

Tips and solutions:
Simply remind them: “Please take one”. These people simply need a reminder they are stepping over boundaries.

Pro Tip:
Signage can go a long way. “Please take one so there are enough for others.”

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