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How to Respond to Negative Reviews on Glassdoor

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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.

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Shay BerrySenior Manager, Marketing Programs

@shayberryGD

Featured Speaker

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#GDChat

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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

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What is an Employer Brand?

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“Your brand is what otherpeople say about you when

you’re not in the room.”

Jeff Bezos – Founder & CEO, Amazon.com

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Would

current

employees

recommend

your

organization

to a friend?

What are

job seekers

saying

about you

on

social?

What is

your

company

rating

on

Glassdoor?

Ask Yourself…

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Your Brand is Already On Glassdoor

Copyrighted © Glassdoor, Inc. October 2015

Today’s Candidate Behavior

10

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

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Join the Conversation

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Respond to Feedback: Embrace. Share. Summarize.

1

2

3

Embrace Transparency

Share What Makes You Unique

Get Executive Support

3 Steps to Make Your Company Stronger:

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say that it’s important to work for a company that embraces transparency

96%of job seekers

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

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Opower ResponseDec 8, 2014 – Employer Brand Manager

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

69%

Bad Reviews Are Good for Business

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

Source: Glassdoor User Survey, 2014

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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.

Before You Respond

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Your title will appear whenyou respond to reviews as a company representative,so make sure your title is correct in the Employer

Center.

Before You Respond

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Who Should Respond?

Anyone at your company who is in a position to speak on your behalf.

EXAMPLES: CEO, HR, PR OR MARKETING PROFESSIONALS

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How Often Should I Respond?

of job seekers find employer perspective useful when learning about jobs and companies.

90%

RESPOND PROMPTLY BUILDS TRUST WITH CANDIDATESSource: Glassdoor U.S. Site Survey, October 2014

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5 Tips to Follow WhenResponding to Negative

Reviews

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Tip No. 1: Be Professional

BE THE BIGGER PERSON

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Case Study: Chipotle

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Tip No. 2: Say Thank You

TAKE ACTION AND LISTEN

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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.

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Tip No. 3: Address Specific Issues

DON’T SHY AWAY FROM AUTHENTICITY

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Case Study: 1-800 Contacts

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Tip No. 4: Be Authentic

LET CANDIDATES KNOW THE REAL “YOU”

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Case Study: loanDepot

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Tip No. 5: Utilize Reviews to Fix Problems

NO COMPANY IS PERFECT

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Case Study: Lithium Technologies

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Action Plan

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Solicit 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

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Questions?Shay Berry

@shayberryGD