Ryan Stemkoski posted The Grove in Cheney WA – The Downside to Facebook Fan Pages for Businesses where he found that the student accommodation business called The Grove had a Facebook Page, and so did all the tenants.
He asks: What does it say to a prospective tenant when the group against living somewhere has 900% more fans than the group supporting it?
The Grove has a massive opportunity to publicly recover by first sitting down as a team and aligning all their customer touch points including maintenance and “service design” and then involving the Facebook “enemies” in a reconstruction of their service and reputation. The most amazing thing is that those current critics would probably love to help to build The Grove into a great place to stay, AND they’ll tell their friends.
What do you think? Can The Grove recover and what’s the clearest and most practical strategy for such a business?
Walter Adamson @g2m
http://xeesm.com/walter
