Address Specific Issues! 3rd of 5 tips for Responding to Glassdoor Reviews

If you have touchy reviews on your Glassdoor profile page, it might be tempting to simply chalk them up to venting and to forego a reply of any kind. But both positive and negative reviews actually provide your company with a great opportunity to showcase your company culture and brand. In Parts 1 and 2 of our Responding to Reviews series, we explored the value of responding promptly and saying, “Thank you!” In Part 3, it’s time to address specific issues. Embrace the opportunity for transparency Negative reviews about company culture, work/life balance or management provide an employer the chance to show its authenticity (and true transparency). Not only to the public and potential job seekers but current employees as well. If you have negative reviews, this is the time to take that as a reality check and realistically asses what may need addressing. After all, reviews, good and bad, influence an employer brand, especially in the eyes of job seekers. Respond to negative reviews to let everyone know you acknowledge the issues and are working to make them better. How to respond from the employer perspective A great employer approach and reply in these situations often begins humbly with, “Thank you for your feedback and review. We wish you were happier with our current management…” Then the conversation continues with a description of any relevant organizational initiatives underway to address specific concerns. “As an organization, we’ve launched a program to address issues like those you raise…” Or simply closes with a bang, “We will share these ideas with our management team.” All companies face challenges, as an employer it is your job to acknowledge what’s working and what isn’t, and make things better. Reap the Benefits of Transparency Glassdoor customer, Working Solutions, a company that specializes in virtual call center technology, responds to a whopping 95% of its reviews, good and bad, posted on its Glassdoor profile, actively using the feedback to “make the company a better place.” Is it any wonder this Texas-based company enjoys a strong 4.1 overall company rating? Some organizations even go the extra mile by reaching out to reviewers, giving them a confidential company email alias or phone number to communicate and clarify details. Ultimately, this open, pro-active communication can help resolve real issues faster and make a serious deposit into the organizational goodwill bank account. Learn more about the art of responding to reviews by downloading the Glassdoor eBook, Responding to Reviews Builds Trust with Your Candidates. Next Up: “Part 4: Be Authentic”