how to respond to negative reviews on glassdoor
TRANSCRIPT
Confidential and Proprietary © Glassdoor, Inc. 2008-2015 #GDChat
How to Respond to Negative Reviews on Glassdoor
Confidential and Proprietary © Glassdoor, Inc. 2008-2015 #GDChat
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.
Confidential and Proprietary © Glassdoor, Inc. 2008-2015 #GDChat
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