“How do you handle criticism and feedback?”

That’s a common question many hiring managers ask job candidates during an interview. 

Until recently, most candidates did not ask the same question to the hiring manager. 

Now that job seekers can access employee reviews and comments on sites such as Glassdoor, many are broaching the subject of criticism of the employer they have read online. 

Negative company reviews on these sites often raise red flags for job seekers. 

How a company responds to these reviews and addresses the issues they raise, can either positively or negatively impact their standing with a potential employee. 

Below, we’ll explore the ways companies can properly address candidates’ concerns during the interview process and respond to negative Glassdoor reviews. 

What To Do If A Candidate Brings Up Negative Reviews During An Interview

When candidates are researching potential employers, they often turn to websites like Glassdoor for more information.

These types of websites may provide job seekers with a great deal of insight since the reviews and feedback are offered by current and former employers. 

While the bulk of these reviews may be positive or simply reflect minor issues, there may be others that are heavily critical of the company.  Negative comments about the company’s culture, leadership, department’s or policies may be enough to deter some candidates from applying for an open position. 

Other candidates, although not deterred from applying, may have concerns about the company based on these reviews.  They may use the preliminary phone screener or in-person review to broach the subject of their concerns with a hiring manager. 

In the event that a candidate asks questions about a negative review on Glassdoor or a similar site, it’s best to address the situation in the following manner:

• Refrain from being dismissive of the candidate’s question or concerns.  The candidate has valid concerns about the company.  If a hiring manager deflects these questions or refuses to offer clarification, they underscore the candidate’s concerns. 

• Avoid being defensive.  Even if the candidate asks their question in a less than professional or accusatory tone, it’s always best to take the high road.  First, thank the candidate for raising their question/voicing their concerns.  Then take control of the situation by leading an engaging discussion. 

• Be honest.  If the review or comments on the website pertain to a valid issue, it’s best to admit so to the candidate.  Explain what steps were taken by the company to correct the respective issue.  If the corrective action is still in progress, let the candidate know the status. 

• Assure the candidate that the company takes negative reviews and constructive feedback seriously.  After all, the company wants its employees to thrive in a more welcoming and productive workplace environment.  If one of the company’s corrective actions was to implement an “open door” policy in which employees can express their concerns directly with leadership, be sure to share this information during your response.  

By honestly and openly answering candidates’ questions about negative reviews, hiring managers demonstrate the company’s commitment to transparency, honesty and integrity.  If they can support their answers with examples of the corrective action that was taken to resolve the issues and improve the workplace, they are more likely to convince a candidate that the negative reviews do not reflect the current status of the company. 

In addition to following the steps above, companies can also help curb candidate concerns by addressing the negative reviews on the website itself. 

How To Address Negative Reviews On Glassdoor And Similar Websites

Online reviews have the power to influence everything from product purchases to hotel bookings. 

Now, they can even influence a job seeker’s decision to apply to a company. 

If a company’s profile on a job site is marred by negative employee reviews or highly critical comments, job seekers may be less inclined to submit an application. 

These types of negative reviews have the ability to damage a company’s reputation and leave them at a disadvantage when it comes to staffing their departments. 

However, if a company addresses these reviews directly and offers a prompt, informed and professional response, then it may turn that negative into a positive.  Before the company responds, it’s important to be aware of the issues that are the cornerstone of the complaints. 

If the company responds without knowing the background and all of the pertinent facts, their response will seem ill-informed, insincere and unprofessional. 

Once the company  has all of the important information at their disposal, they should respond to the review in a timely manner.  When companies take several weeks or months to respond to a negative review, it conveys the message that it does not take these matters seriously. 

On the other hand, if the response arrives a day or two after the review is posted, it demonstrates that the company values feedback and is eager to resolve the issue. 

The response should begin by thanking the author for taking the time to share their thoughts and concerns about the company.  Rather than rely on a canned response that is updated for each review, the company should reply with a unique and personalized message that addresses the exact matters outlined in the review. 

If the review involves matters that are of a more sensitive nature, invite the author to discuss the situation further in a more confidential and less public platform such as email. 

In cases where the issues can be addressed more openly, the company  may continue the discussion in the review thread.  If the former employee’s issues with the company have been corrected since their departure, be sure to inform them of this update.  Outline and explain the corrective actions that were taken to resolve the issues. 

Supposing that the author is a current employee of the company and their review reflects an ongoing concern, let them know that the company is in the process of resolving these issues. Thank them again for their feedback and express your appreciation for their candor. 

When job seekers spot negative reviews that feature a timely response from the hiring company, they’ll take note.  Whether the matter is resolved between the two parties in the discussion thread or the conversation between the author and the company is taken offline, these responses may satisfy a job seeker's concerns.  In many instances, the formerly concerned candidate may not ask about these reviews during the interview. 

What To Do If The Review Is False 

Unfortunately, many company reviews are inauthentic.  They can include outright falsehoods or exaggerated information. 

Although companies can not delete negative reviews from these sites, they can submit a request for their removal. 

To submit such a request, provide proof of the review’s lack of legitimacy to the website’s administrator or editorial team.  After careful review, the website will remove the offending review if they are convinced it’s unreliable. 

Stay Informed About The Latest Industry Trends and Information

Negative Glassdoor reviews are very concerning.  After all, no organization wants job seekers to believe that they are a place to avoid. 

Yet, companies can take control of these negative reviews by being forthright with their responses during job interviews and online. 

Positive Reviews are good!  If it is appropriate, ask your current employees or former employees to write a review.  Good reviews go a long way.

To stay informed about best practices and standards in the hiring manager industry, we invite you to view our blog page!