Job Review Sites: Responding to Comments
Candidate reviews affect your employer brand and reputation. Monitoring candidate review sites and responding to candidate reviews is a must as we touched on in this video.
Job seekers love to help others based on their own experiences, and these review sites allow employees to do just that. Plus, job seekers are more likely to believe that a company is a great — or awful — workplace if others say so.
In a perfect world, HR and recruiting work with their marketing department to determine if, when and how to respond to reviews and comments directly. The reality is, small-mid size companies may not have a marketing team to partner with.
When it comes to crafting responses, the number one comment we hear is, ‘I’m not a writer; I don’t know what to say’. To help with that, we’ve crafted the following employee online review responses to get you started.
Negative Reviews – Don’t Feed The Trolls
At the risk of sounding vulgar, you don’t want to engage in a ‘pissing match’ with an unhappy or angry person, current employee, former employee or otherwise. The best approach is to take it offline. The majority of the time, this unhappy or angry person won’t bother following up. These sample responses will paint your company as the emotionally intelligent enterprise you are:
“Hi [first name], we take comments like this seriously and would like the opportunity to make things right. Please give [name], our [job title] a call at [phone number] to discuss.”
“We are truly sorry that you had a less than positive experience. Employee satisfaction is very important to us. Please get in touch with us at [phone number] so we may learn more about what happened.”
“I’m very sorry to hear that we let you down. We pride ourselves on doing everything we can to meet everyone’s expectations. Whenever we hear that someone did not have a great experience, we want to know about it so we can fix things. If you could call our office at [phone number] our [job title], [name] would like to learn more. Again, thanks for sharing your feedback and we look forward to turning things around.”
“Thank you for taking the time to rate our services. Although we wish we could, we cannot guarantee that all applicants that apply with [company name] for employment will get hired. We wish you nothing but the best in your employment search.”
Positive Reviews: Engage In A Happy Dance
Celebrate these golden gems! And make sure you copy and paste them into a document for future recruitment marketing use (hmm…this topic will be a future blog)! A few sample responses are:
“Hi [first name]. We are grinning from ear-to-ear. Thanks for the 5 star rating! It’s folks like you that make [company name] a great place to work!”
“Hello [first name]. Thanks for taking the time to let us know about your experience working at [company name]. Our company could not run without great employees and we strive to do everything we can to make it a nice place to work.”
“Awww shucks. If you could see us, you’d see we’re blushing with pride. Thanks for letting us know you think we’re doing a good job. It’s our mission to provide workplace satisfaction each and every day.”
Keep in mind these are merely samples to get you started. Ideally, you want your messaging to incorporate elements of your company brand image and mission.
Need some support to monitor and respond to comments made about your organization on employee online review sites? Let’s talk!