Sticky solutions to your everyday business challenges
Question: Last week, I received a negative review from a former employee on Glassdoor. To be honest, I was hurt by the comments and feel the employee was using Glassdoor to lash out in anger. Now that some time has passed, I feel that I should take action. Any advice on how to respond and where to start?
Answer: Whether it comes from a former employee or a current one, it’s not easy to get negative feedback. But employer review websites like Glassdoor for job applicants are becoming as popular as TripAdvisor for travelers. You may be surprised to learn that 15% of job seekers start their search by visiting sites like Glassdoor. So, it’s a good idea to take action. Not doing so could cost your company quality talent, and could cost you a learning opportunity.
Here’s what you can do personally. First, take some time to reflect on the comments. Share the comments with a trusted colleague and ask for an honest assessment about whether there is some basis of truth in them.
Leadership guru Ken Blanchard says that “feedback is the breakfast of champions.” If there is a kernel of truth in the negative comments, use this opportunity to reflect and grow.
Here’s what you can do professionally. Find out if your company has a response policy. If so, make sure that your review is being addressed. If not, draft a response that is professional and unemotional. Employee reviews are considered opinion, so take it as such, and respond in a kind and genuine way. Here are some ‘best of’ examples for inspiration.
The longer you’re in a leadership position, the more exposure you’ll have to negative feedback. Whether that feedback is in person or online, express appreciation, don’t get defensive about criticism, and extend a peace offering like an invitation to discuss the issue.