Hi Everyone! I have a client who is struggling with a resident created Facebook group. This group has turned into a negative space where they just complain and now prospective residents are finding the page and cancelling their leases because of it. For reference, this community has 72 Google...
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Recovery took more than a year.
During that time we suffered great economic loss. How did we fix it. We started sharing the posts with current residents who were appalled and the current residents started responding to the posts and posting their own experiences. We do and did have greatly satisfied residents.
Took a year to recover. That was after the positive posts from residents far exceeded the negative ones. Good luck
Maybe follow up on the complaints as well to be sure it’s not something that actually is going wrong. It happens, we are entirely human.
I’ve also worked for companies that begged everyone for a review and a lot would have friends and colleagues just go in and give 5 stars without ever having set foot on the property, tipping the review scales in their favor
We had a page a resident set up that was copied from our real page and then had virtual cockroaches crawling over it with a bunch of lies.
Our lawyers got involved and got Facebook to shut it down and give us the name of the person who set it up. Lawyer then sent a letter threatening legal action if the resident did it again. We also non-renewed the resident. They were mad because despite being a “horrible place with roaches” they still wanted to live there another year.
1) Residents create Facebook groups usually because management hasn't provided a way for them to connect with their neighbors - e.g. via resident events or a resident app.
2) Residents complain when management hasn't created a forum for them to provide feedback - e.g. via regular resident surveys.
Trying to get the Facebook group shut down is a short sighted view in my view.
Imagine if your employer heard about employees connecting and raising concerns but their reaction was to shut it down. How would you feel about your employer?