How to Respond to Negative Employee Reviews

How to Manage Negative Employee Reviews

Address Concerns Promptly

The first tip in managing negative employee reviews is to respond promptly. Everyone wants to be heard and appreciated, so it’s crucial that you don’t ignore their concerns or wait too long before replying. Leaving a negative review unanswered may also sway prospective hires from your company.

According to a 2021 Glassdoor survey, 7 out of 10 people said they changed their opinion about a brand after seeing the company reply to a review. In addition, 75% were more likely to apply for a job if the employer actively managed its brand. Responding quickly shows job seekers that you care deeply about crafting a positive workplace environment.

Acknowledge the Employee’s Experience

Next, remember that no matter how inaccurate or exaggerated their claims may be, this person had an experience at your business that was real to them. It may be tempting to immediately defend your company or explain why you made certain decisions, but that won’t do anything for the employee who wrote the review.

Acknowledge the individual's feelings, give them credit for coming forward with their opinion, and let them know you appreciate their feedback. This doesn't mean you have to agree with what they said; simply thank them for making their viewpoint known.

Read More: How to Perform an Exit Interview Properly

Address Concerns Thoughtfully & Honestly

Once you've acknowledged the individual's experience, it's time to address their concerns thoughtfully and honestly. Even if you disagree with certain portions of the review, focus on providing relevant facts and helpful context while respecting the individual's perspective. 

Above all else, strive to remain professional in your response. Even if an employee is being hostile, resist the urge to match their tone; this will go a long way toward diffusing any tension between you and the reviewer.

Take Ownership of Your Response

Take ownership of the situation and apologize for any mistakes or misunderstandings that may have occurred during the employee’s tenure at your company. Showing empathy will demonstrate your commitment to customer service and make it easier for prospective employees (and customers) to trust your brand.

Be Open To Feedback

When responding to negative company reviews, it’s important to be open to constructive criticism. Take note of any suggestions they may have to improve the situation. This shows potential customers that you value their opinions and take their feedback seriously, even if it’s not always positive.

Read More: 5 Types of Difficult Employees and How to Deal with Them

Make Changes Where Necessary

Finally, look honestly at the review and see if you need to change any areas within your organization. While it can be easy (and tempting) to dismiss all negative feedback as invalid, doing so could prevent you from addressing important issues within your business that could ultimately lead to improved operations down the line.

If an employee has a legitimate complaint, such as feeling underpaid or working too many hours, then don’t just promise change—deliver it! Taking steps toward fixing the issue will help create trust between you and your employees and demonstrate that you care about their well-being in the workplace.

Create Happier Employees with Nexus HR

Negative employee reviews can feel like a punch in the gut—but if handled properly, they have the potential to significantly improve your company. Look at negative Indeed or Glassdoor reviews as an opportunity to make changes within your company to provide better experiences for your team moving forward.

Creating a supportive and enjoyable work environment involves many moving parts that most business owners don’t have the time to manage. Outsourcing your HR is a smart solution in helping your company avoid negative employee reviews in the first place. Nexus HR handles all the ins and outs of attracting and retaining employees, including remote HR management, recruiting, full-service payroll, and legal consulting services. Learn more today!