Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Telling Your Side of the Story: How to Respond to Negative

Reviews on Glassdoor

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

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. 2008-2014 #Glassdoor

Featured Speaker

Lisa Holden

Employer Engagement Manager at Glassdoor

Lisa.Holden@Glassdoor.com

Dale Jakins

Human Resources Business Partner at 1-800

Contacts

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Agenda

§  Glassdoor Overview §  How to Get Started §  Who Should Respond? §  How to Go About Responding to a Negative Review? §  5 Tips to Responding to

Negative Reviews

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Set Up Company Alerts

Flag Reviews Monitor Your

Reputation

Identify Areas of

Improvement

Invite Colleagues to Respond

A FREE Employer Account Can Help

Visit employers.glassdoor.com

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Reviews On Glassdoor

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Examples: CEO, HR, PR or Marketing Professionals

Who Should Respond?

Anyone at your company

who is in a position to speak

on your behalf.

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Responding

promptly builds

trust with

candidates.

How Often Should I Respond?

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

of Glassdoor members read reviews before speaking with a company or person in charge of hiring.

Why Respond to a Negative Review?

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Bad Reviews Are Good for Business!

of consumers trust reviews more when they see both good and bad reviews.

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

5 Tips to Follow When Responding to Negative Reviews

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Tip #1: Be Professional

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others.

Responding to a Negative Review Shows that You Care

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Tip #2: Say Thank You

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

of organizations suffer from a deficit in recognition according to a recent Bersin study.

Saying Thank You Shows You Are Listening

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Tip #3: Address Specific Issues

Look at Pros and Cons in the Employer Center

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Negative Reviews Provide the Opportunity for Authenticity

Nobody Is Perfect

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Tip #4: Be Authentic

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

of employees say new job realities differ from expectations set during the interview process.

Set Expectations Up Front by Being Authentic

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Tip #5: Utilize Reviews to Fix Problems

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Benefits of Responding to Reviews

Find out more about OpenCompany at

employers.glassdoor.com

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

1-800 Contacts Case Study

Responding to Negative Reviews

Confidential and Proprietary © Glassdoor, Inc. 2008-2014 #Glassdoor

Lisa Holden lisa.holden@Glassdoor.com @GDforEmployers