How to respond to negative reviews on Glassdoor

Confidential and Proprietary © Glassdoor, Inc. 2008-2015 #GDChat

How to Respond to Negative Reviews on Glassdoor


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Shay BerrySenior Manager, Marketing Programs

@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 Bezos – Founder & CEO, Amazon.com


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…


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

Copyrighted © Glassdoor, Inc. October 2015 11

Join the Conversation


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:


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


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


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


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


Who Should Respond?

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

EXAMPLES: CEO, HR, PR OR MARKETING PROFESSIONALS


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


5 Tips to Follow WhenResponding to Negative

Reviews


Tip No. 1: Be Professional

BE THE BIGGER PERSON


Case Study: Chipotle


Tip No. 2: Say Thank You

TAKE ACTION AND LISTEN


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: 1-800 Contacts


Tip No. 4: Be Authentic

LET CANDIDATES KNOW THE REAL “YOU”


Case Study: loanDepot


Tip No. 5: Utilize Reviews to Fix Problems

NO COMPANY IS PERFECT


Case Study: Lithium Technologies


Action Plan


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


Questions?Shay Berry

@shayberryGD

How to respond to negative reviews on Glassdoor

Recruiting & HR

Transcript of How to respond to negative reviews on Glassdoor