Dumblydore

Jen. Graphic designer and artist. Likes reading words, likes drawing words. Avid comic book nerd and reader. My other Tumblr: The Bat and The Cat I sometimes post my sketches and paintings.

[dumblydore]

I’m still here

So with the shit show that is present Twitter, I’ve actually contemplated coming back to Tumblr ... it’s nice to know most of it hasn’t changed too dramatically. Watch this space I guess!

[dumblydore]

How to respond to negative feedback on #socialmedia

So, it goes like this. A friend of a friend recently posted a negative review on Facebook re: his experience at a local cafe in inner-west Melbourne. Not unusual, you would think.

What unfolded was a mind-bogglingly disproportionate and unacceptable series of responses from this cafe.

I work in digital marketing, so I’ve seen my fair share of businesses not understanding how social media works, and bungling their reputation in the process, but this incident was particularly aggressive and disturbing. 

Now as much as I want to name and shame the owner who runs this Facebook page, let’s deconstruct and learn from this:

What would have been the right way to respond to this customer?

1) Humbly apologise to them for the poor, unexpected experience. 

The business’ first response was rude, dismissive, and condescending. They didn’t address the customer’s pain point about portions, resorting to sarcastic, defensive remarks. The fact that organic local produce drove the high cost of the additional sides is actually a fair point, but this was not at all clear in the response.

The customer’s comments now having been brushed off, he was further disgruntled and proceeded to recommend other competitors, something that might have been avoided if the business had focused on addressing the customer’s concerns.

The business missed the first (and often easiest) opportunity to rectify the situation, which then let other people/customers weigh in on it, building more malcontent and anger.

2) Show empathy. 

Don’t get aggressive.

Be calm and polite AT ALL TIMES.

Try to understand the customer’s perspective, even if you disagree. 

Don’t play the “It’s PC gone mad!” / “Take a joke!” card. This is a tone-deaf and absolutely unprofessional response that only damages your reputation, and makes you sound like the world’s biggest arsehole (or maybe a bigot). You’re not a comedian or personality, you’re a business.

If you are the humorous type, use it appropriately. It’s a great way to defuse a stressful situation. But don’t further upset the customer. You can laugh at yourself, but certainly not your patrons.  

And for crying out loud, don’t ever, EVER, re-post a person’s photo without permission, and then proceed to attack the person with it. This violates most websites’ policies, the person's privacy and IP, and … all common decency! Frankly, that's really messed up.

3) Try and take the conversation offline.

Ask the customer to privately message you so you can get more details about exactly what happened and what you can do to improve the experience. Talk to your staff, if necessary.

It’s totally possible to turn a customer’s bad experience around, but this cafe chose to react publicly and poorly, and missed an opportunity to resolve a concern. It’s often good form to invite customers to return to your business, but depending on how disgruntled the customer is, you may need to tread carefully.

Continue the conversation privately, but never forget to be calm and respectful. 

4) Think again before deleting that review. 

Screenshots are a thing, these days … and deleting a comment suggests you don’t care about that customer’s opinion, and they’ll see it as you being too arrogant to listen to and learn from constructive feedback. 

Deleting comments isn’t going to stop the negative reviews.

5) Learn from the negative review, and move on.

Of course, if you’re a business owner, it’s hard to not take a negative review personally. But, if that’s the case, hire someone else who can handle the angry customers. They will be more objective, and hopefully have more experience in crisis management.

Successful businesses learn from feedback, improve their process, and then move on. A negative review is unavoidable no matter how great or big a company you are.

Dissatisfied, vocal customers, are not “fun and games” – they have enough power to give a business grief. Is that not a real problem? You can preach all the solidarity hashtags you like, but your customers will judge you based on how well you respond to them. They aren’t stupid; they will read far more than one review to get an idea of you, and they are astute enough to tell the completely irrational/unfair ones from the genuinely concerned ones.

At the end of the day, don’t torture yourself over a bad review. No one’s immune to customer anger. 

Keep learning. 

Stay humble. 

Don’t be a dick.

[strangle-me-please]

[dumblydore]

This looks an awful like it’s from BRIGHT STAR, which I just re-watched the other day. One of my favourite films and stories. I’ve not seen a film that so beautifully demonstrates the human capability of love: being in love, in all its wretchedness and bliss, and losing love.

[reverseracism]

there you have it folks.👏🏾

[princekarkat]

art takes hours to produce and seconds to consume so dont act suprised when artists get upset when their posts only get likes and no reblogs

similarly a piece of writing that takes a few minutes to read could have weeks of work behind it… dont take creativity for granted when ur getting it for free

[junk1of1the1heart1-deactivated2]

AT LONG LAST

SOMEONE SAID IT

[fuckyeahchinesemyths]

Hopscotch could possibly be Chinese in Origin. Hmmmm

So there’s the story that hopscotch was invented by Romans and how Roman children created the game to imitate the drills of Roman soldiers, but another story says that the game was born in China and could be found as early as 2357 BC. And yes, it pretty much looked like the ones we see today.

Also, yhe token that was used in the game represented the human soul (say what?), and the goal was to reach heaven by avoiding the lines and gaining merits. If you avoided the lines it meant that the soul was strong and your life was free from uncertainty and shiz. 

Source

[flip56000]

There are thousands of half-babies in my ballsack and that’s terrifying

[dovahqueene]

at least you don’t bleed them out every month

[when-the-wind-stands-fair]

you make a compelling argument

[yondaanaconda]

In case you dont understand, when LGBT people say they feel uncomfortable with people posting rainbows over their icons whilst not being supportive of LGBT people in the least this is exactly what they mean

[micdotcom]

Disturbing pool video exposes the reality of how police treat black people in America 

Galling video footage has captured a police officer in McKinney, Texas, rounding up a group of black teenagers, using excessive force on them and pulling a weapon on bystanders after an “incident” was reported at a local pool. The initial call came in as a disturbance but bystanders revealed the real racist reason police were summoned.

[joan-watsonsarchive-blog-deacti]

Joan: I feel clear about something. Our work … what we do … it’s not just a job now. It’s who I am. I’m a detective. I’m ready to embrace that. I live in this world. Your world. And I probably will for the rest of my life. Sherlock: It isn’t my world. It’s our world.

[zebablah-deactivated20160105]

White ppl will never understand how much we have to compress, compartmentalize, and compromise ourselves in order to interact with them on a day to day basis. And when I say white ppl yes that includes you, white friends and allies.

[dumblydore]

[gaygirlgroups]

reblog if ur also a socialist lesbian divorcee witch that kills children

[dumblydore]

I know I’ve disappeared off Tumblr for months now, but rest assured I am still working on creative things! Here’s a rough sneak peek of my #Catwoman75 zine, among other prints I’ll be selling at the zine fair at the Museum of Contemporary Art (#MCAZineFair) tomorrow and Saturday as part of the Sydney Writers Festival. I’m really excited, as it’s the first time I’m selling my work at a fair!

I will also be helping Kat/@BookThingo in selling our romance zine, Trousseau and hopefully just spreading all the romance love. And kitty love.  A special guest will be attending our stall and I’m just quivering with anticipation. ;)))

Please come and say hi if you’ve the chance!

[theprettieststarrr]

Christopher Eccleston: Why my Doctor had to be northern

“If you’re an alien how comes you sound like you’re from the north?” Billie Piper’s Rose Tyler asked The Doctor ten years ago – now Christopher Eccleston has finally revealed why his Time Lord had a northern accent.

“Lots of planet have a north” the Doctor told Rose way back then, but Eccleston (who returns to our TV screens in ITV’s new thriller Safe House on Monday April 20th at 9pm) gives a rather different answer in this week’s edition of Radio Times.

“I wanted to move him away from the RP (received pronunciation) for the first time because we shouldn’t make a correlation between intellect and accent” he says, “although that still needs addressing”.

The self-described working-class actor also says that cultural inequality is “much more pronounced” in Britain than it used to be, and that it would be difficult for a young actor with his background to succeed in the industry today.

“You can’t blame Eddie Redmayne or Benedict Cumberbatch but inequality will lead to a milky, anodyne culture. To an extent that’s already happened,” he argues.

Eccleston stresses that it’s not just about the working class though. “There’s not enough writing for women or people of colour” he says. “It frustrates me when they insist on doing all-male Shakespearean productions – a wonderful intellectual exercise, maybe, but it’s outrageous because it’s putting a lot of women out of work.”

[smutfemme-deactivated20220218]

you don’t have to take responsibility for the actions of your ancestors 

but

you do have to take responsibility for a perpetuation of racism in our culture that succeeds largely because you refuse to acknowledge that it still exists via distancing yourself from the past, therefore completely ignoring and disregarding the massive issues that are still going on today. right now. 

white culture is still inherently racist.

[tvreadsandsleep]

[meisterj]

Remember when Disney was all like ‘fuck how races work and homogeneous casts and couples’?

Black and white couple produce fillipino-american child. White dude is the valet. White step mother, one white step sister, one black step sister. Just a jumble, and it ought to happen again.

Some facts from imdb:

First multi-racial cast performing Rodgers and Hammerstein’s Cinderella.

Whitney Houston was producing Rodger and Hammerstein’s “Cinderella” and was to star in it until she decided that Brandy Norwood would make a better Cinderella. Brandy would not do it unless her idol Whitney took the Fairy Godmother role.

Brandy Norwood became the first African-American to play Cinderella. This version broke viewer-ship records when it debuted, and it holds the record for the bestselling video for a made for TV movie.

So fuck any noise where people say audience don’t want to see a mixed race couple, or more people of color. This was a success from television. I still remember Brandy singing Impossible. 

That ought to happen again. Mixed race live action cast where the relationships don’t made genetic or racial sense.

[takingbackourculture]

*cries*

[cinematicnomad]

Ron glanced at Hermione, then said, “What if pure bloods and half-bloods swear a Muggle-born’s part of their family? I’ll tell everyone Hermione’s my cousin–” Hermione covered Ron’s hand with hers and squeezed it. “Thank you, Ron, but I couldn’t let you–” "You won’t have a choice," said Ron fiercely, gripping her hand back. "I’ll teach you my family tree so you can answer questions on it." Hermione gave a shaky laugh.

Harry Potter and the Deathly Hallows, p. 209-10

#AKA SCENES THAT SHOULD HAVE BEEN IN THE MOVIE #AKA REASONS WHY I LOVE RON AND ALWAYS WILL #AKA REASONS WHY I SHIP THEM TOGETHER AND ALWAYS WILL

(via cinematicnomad)