Yelp!, Google, Angie’s List, TripAdvisor…. There’s no question that consumers truly have a wealth of information on other customers’ experiences online, but did you know your employees are reviewing your company as well? With sites like Glassdoor.com, CareerLeaks.com, and Vault.com on the rise, it’s time to start thinking about how you will respond to reviews – the good, the bad, and the ugly.
Like most consumer sites, the ability to have reviews removed can be very difficult, but responding to reviews can show that your company is actively engaged in what current and former employees are saying about your company! Here are some tips and tricks on responding to reviews.
1. Make sure the person responding is someone who can speak, and speak positively on behalf of the organization. This could be HR, Marketing, PR, or Executives.
2. Always say thank you – even if it is a bad review. Thanking someone for their input shows that you acknowledge their response, even if you don’t agree. The message you are sending to potential new hires is that your organization is listening to what employees are saying.
3. Be Specific – If employees mention specific shortcomings, be specific in your response on how things are being changed or reviewed. For example, a former employee mentions that the recruitment and selection process takes forever, this could be a good time to announce that your company is bringing in a new Applicant Tracking System to help improve the time to hire.
4. Be Genuine – This is definitely NOT the time to use the copy and paste button! Potential employees are likely to read more than one review and if the employer response is the same after each and every review, you’re going to lose points! These might not just be Brownie points… this could be the loss of your next “rock star” hire.
5. Accentuate the Positive – It’s so easy to over look the positive reviews and only respond to the negative, but there’s no harm in celebrating the “pat on the back.” In fact, it’s almost more important to celebrate the positive reviews – shows that listening and engaging is working!
Glassdoor for Employers has a wealth of information on how to respond to reviews. It may also be time to see what’s already been written about your company! Consider all the sources – Facebook, LinkedIn, Twitter, Glassdoor… Again, the goal of responding is to show you are listening, you care, and you are actively engaged in hearing what your colleagues have to say. Now that you’re reading, see a recurring theme that you need help tackling? Call Peoplescape! We’ll help you tackle even the most challenging of issues!