How to Respond to Negative Reviews on Glassdoor

Confidential and Proprietary © Glassdoor, Inc. 2016 #GDChat

How to Respond to Negative Reviews on Glassdoor


Webinar Tips for Attendees• You can connect to audio using

your computer’s microphone and speakers.

• Or, you may select “Use Telephone” after joining the Webinar.

• All lines will be muted to avoid background noise.

• You can ask questions at any time by typing them into the Questions Pane.


Shay BerrySenior Marketing Manager, EMEA@shayberryGD

Featured Speaker


#GDChat


Agenda• You Brand Is In Reviews • Bad Reviews Aren’t Bad for Business• Get Started• Who Should Respond?• 5 Tips for Responding to Reviews• Q&A


What Is an Employer Brand?


“Your brand is what otherpeople say about you when

you’re not in the room.”

Jeff BezosFounder & CEO, Amazon.com


Would current

employees recommend

your organization to a friend?

What arejob seekers

sayingabout you

onsocial?

What isyour

companyrating

onGlassdoor?

Ask Yourself…


Your Brand Is Already on Glassdoor


Today’s Candidate Behavior 83% of recruiters describe today’s talent market as candidate-driven.

Candidates are wary of employer messages.

Employees are 3X more credible than the CEO when talking about work conditions.

75% turn to peers before making their own decisions about a brand.

Innovation and the Earned Brand, Edelman, 2015

Trust Barometer, Edelman, 2014

Recruiter Sentiment Study, MRINetwork, 2014


Join the Conversation


Respond to Feedback: Embrace. Share. Summarize.

3 Steps to Make Your Company Stronger

Embrace1

2

3

Share What Makes You UniqueGet Executive Support


of job seekers say that it’s important to work for a company that embraces transparency1

Source: 1 Glassdoor U.S. Site Survey, October 2014

96%


Bad Reviews Are Good for Business

of Glassdoor members agree their perception of a company improves after seeing an employer respond to a review.1

Source: 1 Glassdoor User Survey, 2014

Opower ResponseDec 8, 2014 – Employer Brand Manager

Thanks for the review and diving into our company culture. It’s nice to hear you are feeling this way – and you are right about the conference rooms! Good thing we’re heading to a much larger office space in May. Less

69%


Before You Respond

Check for any typos.You may want to write your response in a Word document first so you can spellcheck and edit it until you are pleased with the final product. Make sure your job title is correct.Your title will appear when you respond to reviews as a company representative, so make sure your title is correctin the Employer Center.


Who Should Respond?Anyone at your company who is in a position to speak on your behalf:

• CEO• Human Resources• Public Relations• Marketing Professionals


How Often Should I Respond?

Source: 1 Glassdoor U.S. Site Survey, October 2014

90%of job seekers find employer perspective useful when learning about jobs and companies1

Respond promptly builds trust with candidates


5 Tips to Follow WhenResponding to Negative

Reviews


Tip No. 1: Be Professional

Be the bigger person


Case Study: Worldpay


Take action and listen

Tip No. 2: Say Thank You


Case Study: Zillow

Zillow CEO Spencer Rascoff responds to reviews on behalf of the company.As a result, four candidates in a recent 30-day period said that reading

the employer response solidified their decision to accept the job offer.


Tip No. 3: Address Specific Issues

Don’t shy away from authenticity


Case Study: Canon EMEA


Tip No. 4: Be Authentic

Let candidates know the real “you”


Case Study: ARM Holdings


No company is perfect

Tip No. 5: Utilize Reviews to Fix Problems


Case Study: Harrods


Action Plan


Getting Feedback: TipsGet recruiters to include a “Check us out on Glassdoor!”badge with their email signatures

Ask new hires to submit reviews after their onboarding

Send company-wide emails encouraging employees to offer feedback

Place signs and stickers around the office, encouraging employees to “let their voice be heard”

Communicate during team meetings that you would like to hear from employees


Questions?Shay Berry

@shayberryGD

Recruiting & HR

How to Respond to Negative Reviews on Glassdoor