How to Manage a Large Group of Angry People
I run a small company of about 15 employees. We build and own apartment buildings. I absolutely love manager tools and listen to them every day.
We watch our customer reviews to make sure we are doing a good job at providing places for people to live. Normally we may get 3 or 4 reviews a year. Some are great, some are bad. It's a mix. But recently we have received 30 or so reviews in the past couple of weeks. Some have a moderate view of us but the most are negative and some are hateful. Some of the comments are simply not even true.
I think (I don't know for sure) that this was all of this was stirred up by one malicious tenant. Overall, it's gotten to be pretty nasty.
I have sent a letter to all of our tenants inviting them to a "town hall" meeting next week to talk through the issues and to let them blow off steam on us.
What would you recommend that I do?