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How to Reduce Complaints and Negative Online Reviews

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Feedback is necessary. Any professional or company would benefit from feedback to streamline their processes and improve products and services. Your staffing firm may have had its share of feedback from candidates and clients, and there is always the challenging and hopefully rewarding task of applying feedback into action so as to reduce complaints in the future. 

Sadly, not all feedback is positive. As the cliché goes, not everyone can be pleased. Your recruitment agency may have encountered at least one unhappy candidate who made their experience and feelings known, either through a social media comment or an online review. While negative reviews will bode well in your hopes to improve candidate experience, the goal is not to encourage job hires to send scathing reviews. There are various ways to reduce complaints even before they reach your recruitment firm, and it starts with good service. 

Reduce complaints by improving the recruitment process.

Staffing firms should ask their applicants to send a review so that the recruitment process gets closer to perfection. Because the better the process becomes, the more successful your firm is in reducing complaints. To prevent applicants from saying something untoward about your firm, here are some ways to improve how you handle your potential hires. 

1. Shorten the time frame as much as possible.

Go through the entire recruitment process, and for each step, ask, “Is this necessary?” Take note that for top-tier positions like supervisors and managers, a lengthy hiring process is understandable. But for entry-level jobs, candidates must have the results in a matter of days. Review the turnaround time of each step, then evaluate if the number of days between steps is justifiable. 

Another way to shorten the recruitment process is by taking out redundant steps. For example, a candidate who already submitted a resume must not be required to fill out an application form asking for similar details, nor must they be faced with repeated questions from recruitment staff and the client. If you see steps that are seemingly the same, ask about what happens in these steps and what happens if you let go of one. This will reduce candidate complaints about being hired after an insane amount of time. 

2. Keep communication lines open. 

Being responsive is another way to reduce complaints. Do your applicants have questions about the recruitment process? Let them know that there are ways to reach out to your staffing firm and get answers quickly. A phone call is the best way to communicate with them because it allows an actual person to talk to them and attend to their concerns. You may also consider a live chat function through your social media handles.  

3. Automation is key.

Email and productivity apps can identify trigger words in a text that will perform certain functions. Have your recruitment team research apps that can do this function, so the process moves faster without human intervention. For example, words like “applying” or “resume” can trigger a reply email to an applicant, sending them a copy of the application process. Also, commenting “done” on a certain app’s checklist can notify the client that a candidate is now a new hire. These automation tactics are handy in keeping the process going without much effort. 

Do anticipated damage control. 

Another way to prevent negative reviews is to anticipate them, preparing for the worst reviews to come. However, you would want to avoid a negative review from an applicant who wasn’t fit for the job and is simply airing frustration for failing to be hired. It’s that kind of complaint you’d like to avoid. 

So, let’s say the recruitment process is over, and the candidate is waiting for a result. This is the best time to ask for a review. There is no bias of whether they were accepted into the job or not, and what they went through in the hiring process is still fresh in their minds. 

You might also want to consider giving the applicant a review as well before they can give theirs. Visit their professional online profiles and leave testimonies of how respectful they were during the recruitment process. Don’t view this as a way to butter up the applicant to give the staffing firm a positive review. It’s a mere reminder that if you can leave a review, so can they. This way, they’ll be sending honest reviews with suggestions on improving the process, rather than angrily-worded rantings, which are not the kind of reviews you’d like to post on your agency’s website. 

Encourage candidates to write a review. 

How can encouraging them to write a review help reduce complaints? By asking all applicants to leave a review, you keep the ratio of negative to positive reviews to a minimum. In fact, 77% of customers would be glad to share a review if they were invited to do so. Think of the possibility that some applicants out there are willing to give a short thank you to your staffing firm for allowing them to take a shot at a job post or to suggest a few changes in the process. These suggestions are not negative reviews, per se. Instead, this is another way of reducing complaints, by asking for points for improvement. 

Make it a point that when asking for the review, you thank the applicant for taking the time to go through your firm’s recruitment process. Share to them as well that their opinion matters a lot, and their input will be used to improve the agency’s service in the future. If possible, incentivize those who submit reviews. Free website subscriptions or online shopping discounts usually work. By making applicants feel valued right to the very end, you are indeed reducing complaints. They won’t go to social media sites anymore, for they’ve shared their opinion to where it matters most. 

Streamline the reviews collection process. 

Asking for reviews as candidates go is one thing, but applying the reviews’ content right away for improvement is another. Automation can help in soliciting reviews at the soonest, but how can you collate them so that data is appropriately compartmentalized for ease of browsing? To reduce complaints means alleviating the cause of negative feedback right away, so there is a need to identify why there is such feedback. This is where Great Recruiters can help you, aside from a real-time collection of reviews. 

An experience and online reputation management services platform for recruitment agencies, Great Recruiters can provide you with automated feedback solutions, so you can scrutinize reviews’ content easily. The platform’s dashboards and data visualizations are adequate tools for you to round up what applicants are saying about the recruitment process and let you pinpoint which parts of the process need mending.  

Through a clear data representation and real-time viewing of reviews, issues are pinpointed, and changes are done in no time, which means future applicants will experience an improved process right away.

Sounds great? Start your Great Recruiters journey today.

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