The right way to handle detrimental Glassdoor opinions

Because the financial downturn mounts, organizations are making headlines on daily basis for asserting massive reductions in drive (RIFs), and plenty of firms will likely be cautious with raises and promotions in 2023.

Cue the detrimental Glassdoor opinions.

Glassdoor administration and technique will likely be a high focus for communications professionals in 2023. Eighty-six % of job candidates have a look at an organization’s opinions and score earlier than making use of. Earlier than deciding on an organization, 60% of Glassdoor customers learn not less than 5 opinions.

No matter financial stability, a sensible Glassdoor administration technique is important for recruiting and retaining staff. It’s time to take motion to arrange your group for fulfillment.

What to do proper now

• Maintain your organization’s profile updated. A Glassdoor web page is a chance to showcase why it’s an incredible place to work – you’ll be able to add pictures, award wins and even submit latest job openings.
• Overtly let your staff know you welcome Glassdoor opinions. If a detrimental overview turns into a sizzling subject of dialogue, don’t seem defeated by it; as an alternative, share that opinions are useful as a result of they supply perception into how staff are feeling. Create a tradition the place suggestions is genuinely welcomed.
• Present a non-public channel for staff suggestions. Give present staff members an nameless outlet the place they’re free to share suggestions that can go on to HR/management, like Suggestion Ox. This helps decrease the need to share frustrations publicly on Glassdoor.
• Monitor Glassdoor recurrently and reply in a well timed vogue. It’s not useful to answer opinions months after they’re written.

To reply or to not reply

Generally, my recommendation is to answer all opinions. Some firms make the error of solely responding to detrimental opinions, however the optimistic ones deserve acknowledgement and appreciation, too.

Nevertheless, there are some firms which might be hesitant to answer all opinions. If that’s you, right here’s what you want to think about:

• Accuracy: Is the overview spreading misinformation that must be refuted? ​
• Alternative: Does responding give you a chance to publicly share your stance on an essential subject? Will a response present transparency to your viewers? Is that this an alternative to construct a relationship along with your viewers? Does it offer you an opportunity to talk a plan of motion for decision?​
• Threat: Will responding add pointless gasoline to the fireplace? Will a response seem defensive? Or does the commenter simply need to be heard and subsequently a response will deescalate the scenario? ​
• Consistency: Are you solely responding to optimistic opinions? Are you responding at random? ​
• Analysis: Rigorously examine the overview. Don’t assume it’s true or false with out digging in first.
• Language: Does the message or overview use racist, derogatory or inappropriate language? If sure, don’t reply​.

How to answer detrimental opinions

For those who’ve made the choice to answer the opinions, right here comes the laborious half – dealing with the negativity. Take into account the next finest practices:

• Wait till tomorrow. Unfavourable or false opinions will make you need to refute claims instantly, which might seem defensive. Take a deep breath. Sleep on it. Simply because a overview is detrimental doesn’t imply it’s true. Most individuals perceive suggestions is notion, not essentially reality.
• Don’t be defensive. Regardless of how unfair a overview could be, readers will likely be turned off (and facet with the disgruntled worker) for those who act defensive.
• Say thanks. Regardless of the suggestions, thank them for their feedback. Even for those who don’t agree with what was posted, suggestions is effective.
• Humanize your response. Don’t use a templated/inventory response. Customers studying your group’s opinions will discover the sample, and it’s essential to reply genuinely and authentically.
• Signal it with a reputation. One other nice method to humanize your response is by signing it from the CEO or a member of management/HR. Be sure that the messaging matches their tone of voice and also you’re responding with language they’d use in actual life. This must be from an individual, not an organization robotic.
• Present empathy. I get it – generally staff are simply not a match; generally their suggestions is approach off base. Nonetheless, it’s essential to point out you really care and are listening to the suggestions. It’s okay to point out empathy even for those who don’t agree.
• Apologize if you want to. Whether or not it’s an​ error or miscommunication, settle for blame if you’re at fault. Maintain the apology brief and honest.
• Deal with each a part of the overview. Don’t concentrate on one level (normally the detrimental one). Be sure that each piece of suggestions – optimistic and detrimental – will get addressed.
• Present a real need to enhance. No person expects an organization to be excellent. What individuals care about is your dedication to studying and doing higher.

The ultimate phrase

Don’t neglect the ultimate, and most essential a part of the method – listening to the opinions. Glassdoor pages can function a possibility to your firm to obtain suggestions and develop. Dig into them, make modifications and take motion. Not all opinions should be acted on – some are disgruntled staff airing their grievances. However the firms that take the related Glassdoor opinions to coronary heart will come out on high.

Shannon Tucker is VP of Subsequent PR. 

COMMENT