Reputation Management on Glassdoor and Dealing with Negative Feedback
Glassdoor has become a popular platform for employer reviews. As the name suggests, it aims to provide a glimpse into a company’s HR practices and daily working environment. Employees have the chance to either appraise or leave criticism of your business as an employer. The platform has gotten to the point where it heavily influences a company’s online reputation as Glassdoor profiles always rank high in search results.
If your business gives a good impression on Glassdoor, the perception of transparency multiplies the positive effect. On the other hand, the site is also a ground for displeased employees or former employees to share their frustrations.
Sometimes, you may not even know your employee was disgruntled until you discover the feedback left on the website and as a result has already harmed your chances of finding a qualified replacement.
The new transparency-oriented mindset requires companies to have a measured response in order to retain an untarnished reputation. When the company offers a sensitive response, even to negative reviews, it can emerge from the incident in a positive light. Moreover, Glassdoor isn’t just a window through which others see your company — it’s also a mirror for you to objectively look at how you treat your employees.
Tackling Negative Reviews
So what should you do when a negative review appears on Glassdoor? First and foremost, it’s important to avoid getting defensive. You might feel attacked and even hurt, if it is was from an employee you might have not expected. In any of these cases your response should be delivered in a timely manner, but slow enough that the message is not affected by emotions.
Regardless of the situation, start by thanking the reviewer for sharing his feedback. This sets the subsequent discussion on a friendlier note. It also shows that you are open to a constructive dialogue. Keep in mind that there is nothing to gain from an exchange of snarky replies. The best thing you can do is accept the criticism and show the will to improve or politely express your opinion on the matter — without personally offending anyone.
If you ask whether Glassdoor has a beneficial effect on your business, it depends on your stance as a company. Ignoring negative mentions or responding aggressively will result in a bad result for your reputation on the platform. Conversely, you can acknowledge shortcomings, communicate openly with reviewers and this will positively reflect in your company’s reputation.