Responding to Reviews Builds Trust with Your Candidates
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Transcript of Responding to Reviews Builds Trust with Your Candidates
Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor
Responding to ReviewsBuilds Trust
with Your Candidates
Confidential and Proprietary © Glassdoor, Inc. 2008-2014
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Featured Speaker
Lisa HoldenEmployer Engagement Manager
Glassdoor@L_Holden
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Featured Speaker
Jason SeidenEmployee Brand Advocacy Ajax Workforce Marketing
@seiden
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Agenda
Why Respond to Reviews? Who Should Respond? How Often Should I
Respond? 5 Do’s and Dont’s to Follow
When Responding to Reviews
Glassdoor Overview How to Get Started
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of Glassdoor members read reviews before speaking with a company or person in charge of hiring
Why Respond to Reviews?
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Bad Reviews Aren’t Necessarily Bad!
of consumers suspect censorship or faked reviews when they don’t see bad reviews.
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Examples: CEO, PR, Marketing or HR
Who Should Respond?
Anyone in a position to speakon your company’s behalf
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of job seekers find the employer perspective useful when learning about jobs and companies
How Often Should I Respond?
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DO: Respond Promptly
Tip #1
DON’T: Think It Can Wait
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of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others
Responding Promptly Shows that You Care
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Case Study
Salesforce has responded to
43 reviewson its company profile
page, typically within a month of the review being posted.
75%of employees
would recommend thiscompany to a friend.
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DO: SayThank You
DON’T: BeDefensive
Tip #2
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of organizations suffer from a deficit in recognition, according to a recent Bersin by Deloitte study
Saying Thank You Shows You Are Listening
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Red Cross is an exampleof a company that
thanks itsemployees
for responding to reviews.
As a result, employees are
moreengaged
Making them likely to stick around.
Case Study
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DO: AddressSpecificIssues
Tip #3
DON’T: Change The Subject
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Negative Reviews Provide the Opportunity for Authenticity
Nobody Is Perfect
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Working Solutions
responds to 41% of the reviews posted on Glassdoor. It
actively takes feedback anduses it to make the company
a better place.
And the ratings show it! Working Solutions has a
4.2 out of5 rating.
Case Study
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DO: BeAuthentic
Tip #4
DON’T: Auto-respond
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of employees say new job realities differ from expectations set during the interview process
Set Expectations Up Front by Being Authentic
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Symphony Teleca respondsto employees in an
authenticway.
This lets employeesknow that their
feedback has been heard.
Case Study
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DO: Recognizethe Pros and Cons
Tip #5
DON’T: Forget The Positive
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Zillow CEO Spencer Rascoff
responds to reviews
on behalf of the company.
As a result, four candidates in thepast 30 days saidthat reading the employer response solidified their
decision to accept the job offer.
Case Study
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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 when you 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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Before You Respond
We suggest choosing company leaders in HR, PR, Marketing or other departments to respond to different reviews. Note only one employer response per review is permitted.
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How to get started? Get a Free Employer Account
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Set Up Company Alerts
Flag Reviews Monitor Your ReputationIdentify Areas
of Improvement
Invite Colleagues to Respond
How to get started? Get a Free Employer Account
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Delivering Measurable Results
2X 3X 30%the quality the influence lower cost-per-hire
2,000+ customersuse Glassdoor’s talent solutions
to attract better quality candidatesat a much lower cost per hire.
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