Let’s be honest: leaving a review about a customer can feel like walking into an episode of Game of Thrones—speak your mind and suddenly you’re dealing with dragons. Anonymous customer reviews help ensure accurate customer reviews. That’s why we built anonymity right into the DNA of our platform. Think of it as your invisibility cloak from Harry Potter, your Bat-Signal when you need backup, or your way of spilling the tea without the drama.

The Real MVP: Anonymous Customer Reviews

Most business owners want to share their experiences they’ve had with clients, but fear of retaliation or awkward confrontations can stop them. Enter anonymous customer reviews:

• No one knows it’s you (cue Mission: Impossible theme song).
• You can finally give an honest review of their behavior—without side-eye from the client at your next meeting.
• You protect your business reputation while helping strengthen your business community.

How PostBack Keeps You Under the Radar

Think of PostBack as your personal firewall—but for reviews of your customers. Here’s how we keep things safe:

• No Personal Details Shared: Your name doesn’t pop up like an embarrassing old tweet.
• Data Security Standards: Stronger than the Wi-Fi password at a coffee shop.
• No Flame Wars: Our icons tell your story, avoiding potential back-and-forth comment flame wars.

Dodging the Online Trolls: Preventing Slander and Abuse

Anonymous reviews sometimes get a bad rap. We want to ensure our platform doesn’t become the Wild West. Our community guidelines highlight our expectations.

• Moderation that Works: No room for cyber-cowboys here
• No Personal Attacks: This isn’t a reality show reunion special
• Legal Compliance: By using our pre-populated options you get the power of truth without risking a courtroom cameo. That said, it is the responsibility of each user to ensure they align with the regulations of their profession. We may not be the right fit for everyone.

Why Reviewing Customers Anonymously on PostBack Is a Win-Win

When reviews of clients are anonymous:

• More people share which means more insights on customers in your industry and location
• Insights are more accurate, because you know your business information isn’t shared
• Businesses are more prepared for their customers. Customers generally have improved behavior when they know THEY can be rated too. This makes for a better experience for EVERYONE.

Anonymous reviews on PostBack.com aren’t just about safety—they’re about creating a business world that’s a little more transparent, a little less stressful, and a lot more balanced. Your business gets rated and reviewed, so why not the customer? With PostBack, you can share your real experiences without the fear factor. It’s like being a superhero with a secret identity: saving other businesses one Postie at a time.

If you’re ready to channel your inner superhero (cape optional), start creating anonymous customer reviews today while protecting your business reputation like a pro.

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How Your Customer Reviews on PostBack Strengthen Your Business Community

On PostBack, it doesn’t matter how big you are, or what industry you’re in — it’s about how you show up. Rating and reviewing your customers is important to strengthen your business community. Whether you’re a freelancer, contractor, babysitter, or a growing company, our community is united by one mission: businesses supporting businesses by sharing customer insights.

Why Reviewing Your Customers Matters

Your business gets rated and reviewed, why not the customer? Instead of keeping bad experiences to themselves, our community of businesses share first-hand insights ANONYMOUSLY so others can prepare for interacting with the toughest customers, and provide the best customer experience possible. And when things go right? You can celebrate that too, with good reviews highlighting great customer behavior.

Rating Customers, Building Fairness

Our community of businesses isn’t afraid to be honest because business details never appear on the postie customer reviews. Rate and review your customer by giving them a star rating and describing their behavior. Our platform encourages better customer behavior through accountability. 

Turning Online Reviews Into Opportunity

Every review of a customer is more than a comment — it’s an investment in the future. By rating and reviewing customers, PostBack users help improve the customer service experience. Using insights from PostBack.com businesses can train staff to be prepared for all customer types in their industry and area. Don’t miss our Training Center with the PostieDex Guide to Customer Types that can help your staff prepare for a variety of customer types.

At PostBack, we’re proud to host a space where professionals look out for one another. Because when businesses rate and review customers, the entire business community becomes stronger — one Postie at a time.

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How to prepare when you’re not sure what’s coming your way

Expecting the unexpected. Seems like it’s a phrase of opposites, but there can be an actual art to Expecting the Unexpected. Having worked in Emergency Medicine most of my career I have learned a little about this actual mindset. 

First and foremost, NO, we cannot begin to predict everything that will happen and occur around us. It just isn’t possible. Even if we could, the only true thing in this world we have control over is ourselves. Let me say this again… The only thing in this entire world we have control over is how we respond. 

We can, for the most part, control our emotional responses. The art of “Expecting the Unexpected” is to train yourself to stay calm.

We recommend practising for a variety of customer service scenarios. Then, when something new comes along, you can start with the basics. Once you are calm and have a moment, you can figure out the best plan going forward.

Use these steps to help you get through the unexpected:

1. Breathe deeply when life puts an unexpected event, trauma, person, or attitude in front of you. Even an angry client.
2. Practice scenarios to generally prepare for a variety of experiences.
3. Remember, you oversee your response only.
4. Give yourself the grace and respect of taking a couple of moments to process what has occurred.
5. Get help when you need it. Pull in a manager, other staff, or even authorities when you need to.  

Life will always surprise you. In good ways and bad. However, it is up to you to know how you wish to handle this.   

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Best Friends, Woman-ifesting From Day 1

Special feature: Founder’s blog

Best friends and business partners?!? It seemed scary at first. However, my bestie and I have ALWAYS been collaborators. Although our lives only overlapped briefly way back in the day (the “olden times” according to my kids), we have always been up to something TOGETHER. Doodles about teachers, doubles on the tennis court, sleepovers to really hone our shenanigans. These days we have to put in a little more effort to make sleepovers happen since we live over 7,000 miles apart from eachother. But, even that hasn’t stopped us. And now we’ve started PostBack together.

Honest conversations were key

At first, it was a little scary to consider doing something so connected to real, legit, business investment with a best friend. We’ve all come across horror stories of how it can all go wrong. My bestie and I had very open and honest conversations about our priorities… it’s friendship first. The business will have to go if it starts messing with our friendship. That’s why, in the hierarchy of our lives, we are “best friends” first, and “business partners” second. No one could ever love our weirdness in one another as much as we do (sorry spouses). Science is even pointing to the power of platonic friendships for your health and well-being.

Womanifesting in action

With our priorities outlined, we did what we do best. We got out of our comfort zone a la Jen Sincero and “woman-ifested” that shit. Like our projects in school, we each drove the areas we have skillsets in. We communicated, listened, and laughed. We realized that this business HAD to reflect who we are as people as it’s really an extension of us and our friendship. It had to be fun and incorporate a sense a humor into a generally serious topic. We put our “Besties!” superpowers on full blast and managed to create a business plan, get funding, hire a team and launch our site all in under a year.

Unbreakable bonds

I could not have done this with someone else like I was able to do with my best friend sister. When we brought our team together for PostBack’s launch we realized we probably overwhelmed them with our “bestie-ness.” We have a shared language, a deep and unique understanding of eachothers’ backgrounds, the same passion and zest for getting the most out of life, and the desire to make each other laugh so hard that we pee our pants.

I hope you are as lucky as I am to have that perfect partner in crime in your life. If you live far away from your best friend, maybe try one of these long-distance besties ideas, or give them a call if its been awhile.

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Designing for inclusivity was a foundational priority when creating PostBack. Business owners come from all walks of life. We wanted our PostBack brand to reflect that. Designing an inclusive brand means considering female business owners, black business owners, LGBTQ+ businesses owners. As business owners, we share a common goal: to create a positive experience for the people we serve.

When developing our brand, we were mindful to ensure accessibility for all users, regardless of industry. Our colors were selected to ensure enough contrast online, and brand fonts were chosen for high legibility on screens. PostBack’s main brand character, Postie, was approached in a similar manner. Designing an inclusive brand was important to us so that Postie could be a character to connect with all. The best way to describe Postie would be “nonbinary,” or one who doesn’t identify as male or female. As a result, we have avoided giving Postie a “voice” and instead have let a narrator guide users through our videos.

Designing an inclusive brand also means celebrating diversity, which is why, for the month of June, we celebrate LGBTQ+ business owners—you work hard and we support you (Postie, too)! If you ever experience discrimination from behind the counter or from anywhere within your industry, please review that customer to tell your side of the story.

Let’s make the world a better place, one Postie at a time by designing an inclusive brand.

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Try throwing glitter, not shade, the next time you have an upset customer come your way. It’s easy to slide to the negative when that’s what is coming your way. Those moments make it seem impossible to extend kindness when you are being verbally attacked or met with another not-so-easy type of customer. They may have more things going on outside of your interaction with them than you could ever realize.

First, take a breath and try to determine what customer type you are interacting with. Visit the PostBack Training Center to read our PostieDex Guide to Customer Types to get familiar with different customers that may come your way.

We’ve listed some suggestions below for diffusing a tense customer service experience. However, you should always abide by your company’s policies. PostBack’s tips are here to support your team, but we are not responsible for how you choose to conduct your business.

3 Ways to Throw Glitter, Not Shade with Upset Customers

1. Listen first — It’s easy to jump into a back-and-forth with an upset customer. We don’t know what they’ve been doing with during their day. Start by listening to what they have to say.
2. Acknowledge — Acknowledge their point of view. When emotions are running high, sometimes a bit of acknowledgement can diffuse the most upset customers. One strategy is to repeat back to them what their concern or issue is to make sure that you understand what they are asking for. Try something along the lines of “thank you for explaining that to me. I can understand how that can be frustrating.” Be sure your response does not
3. Throw some glitter — Now it’s time to bust out some positivity… but not in an obnoxious way. Find something to compliment them on, but be sure it’s genuine.

Read our PostieDex Guide to Customer Types to prepare yourself and your staff for all types of client interactions. Dig in and find moments to throw some glitter to lift the mood. It’s amazing how much a simple act of kindness can completely transform an interaction. Your client may also appreciate the gesture so much that they not only return themselves, but also spread the word to their network to support your business.

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Revenge of the Sixth is a time of year we can acknowledge that things aren’t always peachy. Ever feel like you need to turn to the Dark Side? Want to tell a customer you really don’t like their behavior? Our Posties allow you to respond to online reviews without turning into a Sith Lord.

We’ve developed PostBack so you can choose icons to express your darkness. The lack of being able to type your comments to respond to online reviews helps you avoid hate. Most importantly, we don’t want you to commit slander or get your business into trouble (insert cheers from your legal team here).

So, turn to the Dark Side. Allow your hate to fuel your response but don’t get too angry or call anyone names. Use the Force and make your first Postie »

“May the 4^th Be With You” is a special holiday for us here at PostBack… and especially for Postie! Postie has been a Padawan for many years. Hoping to someday obtain the customer service skills to become a Jedi Knight. Postie has spent many a time being reminded to “Use the PostieDex!”

Like the Force, the PostieDex contains all the knowledge and positive spirit of the universe. That is, if the universe were customer service skills. To become a true PostieDex Master you must use the PostieDex! Learn it. It is a way of life!

Remember your mantra, “I am one with the PostieDex, the PostieDex is with me.” If that doesn’t help you on your way to being a Jedi then remember what Master Yoda says to Postie “Use the PostieDex!”

Launching, learning and pivoting quickly in a new business

Start-up life was not something I had planned on. PostBack started as a phone call between best friends that was inspired by one of their experiences owning a business during the Covid-19 pandemic. We talked about how there’s an absence of good tools for businesses to respond to online reviews without getting involved in long back-and-forths that can often damage a business’ online reputation. We mapped out a rough plan to create a website that could do this. Our first steps included talking to a lawyer, diving into creating a business plan, and going after funding.  

Some things that helped us go from idea to launch in under a year were:

1. Find the right partner
2. Harness the power of personal networks
3. Be open and honest
4. Remain flexible while staying focused
5. Aim for iteration, not perfection

1. Find the right partner

My bestie and I have been collaborating on things for decades. Granted, our partnership may have started from making doodles in class together and playing tennis doubles in high school. We understand each other and communication is one of our super powers. We are both “super-doers” who love a good checklist and calendaring out our tasks. Our partnership also works so well in the business setting because we cover a wide range of skills between the two of us. It’s easy to divide things up and know that it’s going to be done well. Creating a start-up is not easy, but it is easier when you have the right partner.

2. Harness the power of your personal networks

I’ve been told by my bestie that I’m a “people collector,” but not in a creepy, horror movie kind of way. I really do have a wide network of people I like to stay in touch with because I have been fortunate to cross paths with a lot of smart, inspiring, get-it-done sort of people. When we decided we would turn the idea of PostBack into reality one of our first steps was to outline initial key roles. Then we thought through our networks to identify people that could be a good fit for what we were trying to achieve. The start-up life is a bit of a leap. As a new business you’re unproven and there is the element of risk which may not be for everyone. That said, if you’re lucky enough to have someone in your “people collection” that is willing to take the leap with you, it can turn into magic!

3. Be open and honest partners

Starting a business with a friend seemed scary at the start. So many questions ran through our heads. Would this ruin our beautiful, long-standing friendship? How are we going to navigate being business owners together? Instead of leaving these thoughts in our heads we had very open and honest conversations. Maybe that’s a benefit of jumping into this start-up that we hadn’t considered deeply… we are able to talk about anything, even hard things, because we’ve been friends for so long.

4. Remain flexible while staying focused on a primary goal

Running a lean start up is a constant fluctuation between “what is our goal” and evaluating whether what we are putting energy into is supporting that or an unnecessary deviation. It’s become very clear that simplifying has worked for us. We have had a LOT of ideas for services we can offer, but they are not all things we need to, or should be, doing at the start. Don’t be stubborn and stick with something that may be pulling you away from your primary goal. Also, as a start-up, you want to use your resources effectively. A shift in direction can be incredibly beneficial to your budget.

As Gen Xers we’ve also realized we need to check ourselves to make sure we aren’t stuck in old ideas (e.g. we don’t need a 1990’s style call center, and yes, we should use the power of AI). We have shifted away from things that seemed to be crucial and core to the business, but that has only kept us closer to our primary goal: Letting businesses rate customers.

5. Aim for iteration, not perfection

As a person who plays tennis and has worked as a designer for a couple of decades, I readily acknowledge I’m a control freak. I want things to be a certain way and I want to make that happen. The start-up life simultaneously falls into that realm while equally conflicting with it. There’s control, but in a good start-up there’s also got to be adaptability and flexibility. Our team set a launch date and worked towards a minimal viable product. We outlined Phase 1 non-negotiable must-haves, and have a long list of later phase items. This has been a good process for me to go through. Realizing we can launch the initial website, while knowing there’s a list of future improvements, has satisfied that controlling, perfectionist side of myself. Aiming for iteration, not perfection, has also allowed us to develop and roll-out quickly. 

Apply the start-up mentality to your business and life

I’m finding more and more that these principles can apply to any part of life. Whatever you’re doing, make sure you are sticking to your core mission… but be flexible and realize iteration is more important than perfection. Life can throw a lot of different things your way. Pivot. Take advantage of that!

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“I admit it… I should have done better.”
— Postie, Confessions of a Rude Traveller

Reflections on airline travel and the importance of being kind

Today Postie snapped at a flight attendant. Having been delayed and forced to take 3 planes back from Boston, Postie did the unthinkable. Postie snapped after struggling with overhead bins and a suitcase overstuffed with Red Sox sweatshirts. When the flight attendant came to assist there was no swearing. No name calling. Just stink eye and a quick, “Whatever. Do what you want with my bag.” Feeling bested Postie sat down, pouted and contemplated rudeness. Was this just ego and a battle of wills? Why would Postie have a power struggle over a stupid bag?

After about 15 minutes of reliving the interaction and philosophizing on the issue, Postie suddenly realized what an utter ass they had been. After all, flight attendants are doing their job. We are guests in their workspace. They don’t actually work for us (even though we act like it sometimes). They work for the airlines. How on earth could Postie go into someone’s work place and be rude??? Postie would never do this on the ground! Never! Postie would never do this had they had slept last night.

What do you do when you catch yourself being a bad customer?

Do you ignore it, feel justified, and move on? Or, do you simply shrug it off? Do you try to convince yourself you are right? What did Postie do? Postie simply waited 20 minutes to make the conscious decision that this behavior wasn’t good enough. Give yourself a time out. Maybe do a quick travel meditation. As the flight attendant came by again, Postie looked them straight in the eye and apologized. No excuses. No, “this is why they behaved that way” bullshit. Simply, “I am sorry. My behavior was wrong.” Full accountability.

You know why folks? Because we’re human (well, except Postie… Postie is a logo). But us humans, we F up. We can be rude. But the important thing is to own it. No excuses. Just say sorry.

Rudeness isn’t okay but what’s worse? Justifying your actions and spreading negativity? If you find yourself being rude or doing something you know that you shouldn’t have… apologize! It doesn’t make you less of a person. Remember, I’m sorry really means: “I apologize and will not do it again.”

The flight attendant accepted Postie’s apology. Because it was sincere. Sincerity is always best.

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5 ways using PostBack can help your business

Save time and boost your business… what business owner doesn’t want that?!? In today’s world, businesses need to manage their day-to-day operations, as well as their online reputations. As business owners ourselves, we wanted to make PostBack REALLY easy to use… and FAST. You’ve already got an endless to-do list. 

1. Posties Make Responding to Online Reviews Fast

Responding to online reviews can take a lot of time. Especially if you need to delicately address complicated issues. As a business, you want to make sure you are protecting your online reputation. We understand that most businesses don’t have a specialist to monitor their social reputation. It has been really important to us that we create a tool that ANYONE can use easily and quickly. Share your side of the story by rating a customer by creating a “postie”. Your postie is ANONYMOUS. You can rate and review your customer in only a minute or two!

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2. Pre-populated Fields Make Responding to Online Reviews Easy

Sharing first-hand customer behavior insights doesn’t have to take hours. When creating posties, you don’t have to worry about striking the right tone because everything is streamlined. We’ve got easy to use icons for a variety of customer types. Don’t see what you need? Please let us know what’s important for your business. We’ll see if we can make it happen!

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3. Icons Help Tell Your Story

Sometimes things get lost in translation. Our posties use icons to support the content of your response. Also, the lack of text fields in Postie responses takes away the chance of misinterpretation. Your business won’t seem defensive or overly emotional in your response to the original review. The icons in your Postie quickly tell your business’ side of the story.

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4. Responding with Posties Helps Protect Your Business’ Online Reputation  

Privacy and legal concerns are very real issues for businesses responding to online reviews. Responding through PostBack may help protect your business by avoiding posting sensitive information or violating privacy laws. Your business can only respond to online reviews that have been made public by the original  I will probably want to ask for a deposit and set up a payment plan from the startonline reviewer (insert sighs of relief from your legal team here). 

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5. Your Review Helps Other Businesses

In my experience, business owners look out and support other businesses. When you create a Postie, you help other businesses in your area or specialty become aware of client behaviors (good and bad). As a business owner myself I find the insights into patterns of client behaviorsfrom Posties to be invaluable. For example, let’s say there is a reviewer in my town with a lot of Posties flagging them as a client who often has a problem with payments. PostBack lets you create Watchlists that can be filtered by area, specialty, etc. When I do a search for a client on PostBack, or have my Watchlists set up, I’ll know my business should ask for a deposit or get a payment plan established for this customer right from the start. 

Next Steps

Now that you have read the “why,” here are your next steps to get the most out of PostBack:

• Create your account to rate and review your customers (we call it “making a postie”). 
• Set up your Watchlists to get notified of posties that match your search filters. Watchlists help your business prepare for potential customers in your industry and area.
• Read our PostieDex Guide to customer types for helpful tips on interacting with all types of customers 

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Stay Connected to Your Businesses’ Online Reviews

We LOVE Severance. It got us thinking about how we keep parts of our business in silos. Sometimes, we can even start separating ourselves from some of the challenging aspects. However, it’s crucial that we stay connected to our online reviews.

Compartmentalizing parts of ourselves and our work lives has an alluring pull… much like an Innie to a Musical Dance Experience (MDE). However, as business owners, the reality is that we often feel that we are one and the same. This is probably why it is so frustrating and hurtful when our business receives an unwarranted, negative online review. It’s like, “C’mon, man! I’m doing the best I can with all of these goats in this room!” The review becomes personal and sometimes it feels like it’s a review of our Self.

“You can’t just let negativity defeat you. You can’t just block it out either. You need to engage with it, learn from it.”

— Ricken, from Severance

What Not to Do

Let’s start with what NOT to do. Don’t avoid responding to the review. Silence does not help your case and makes it seem like you aren’t interested in resolution. Connection is what helps us to avoid a stark, isolating existence.

Often, whatever issue has been posted about may boil down to a difference in communication styles. Take the time to read through your online reviews. Gain valuable knowledge about your business from what’s being posted online. Listen to what is being said in the online review. Are there some areas that could be improved? Probably!

We understand that negative online reviews can feel like personal attacks and an initial emotional response may feel natural. However, before you harness the wrath of the Four Tempers and get into a virtual yelling match, take a breath. Open a new browser window, and realize that you and your business are separate entities. Use PostBack.com to respond and tell your business’ side of the story without it being personal. To help, we’ve created a suite of easy-to-use, pre-populated options that you select to create your Postie in response to the original review in no time! Stay out of the “Break Room” to be reprogrammed. You’ll also keeping your legal team happy. Watch our explainer video for an overview of how PostBack works »

“You can’t be whole if you’re disconnected from the parts of yourself that matter most. Work is only a part of who you are, not all of it.”

— Ricken, from Severance

Keep Connected

Running your business, staying on top of social channels, and juggling your life can be overwhelming. Don’t disconnect, though. Put together a plan for how your business will monitor, review and respond to online reviews. Take advantage of free tools like PostBack that help make responding to reviews easy and fast. Remember to continue being the You You Are. You and your business are separate things. Now, go ahead and hire that marching band, have yourself an MDE and throw in a waffle party, because you deserve it!

Note: If this didn’t make any sense to you, you probably need to go watch Severance first. It’s one of the author’s favorite shows… if you couldn’t tell.

Don’t take a Severance approach to your online reviews… Stay present with them

It can be easy to disconnect from your online reviews.. but don’t do it!

VIDEO TRANSCRIPT:

Don’t shut out bad online reviews. They have a purpose and should be heard, too.

Sometimes you may feel like shouting: “C’mon! I’m doing the best I can with all these goats in this room!” Harness your Tempers… and stay connected to your online reviews. They are still part of your business.

Find more videos our PostBack YouTube Channel »