Negative candidate reviews sometimes feel like a blow to any staffing firm. But here’s the reality, bad reviews are inevitable, especially in a high-stakes industry like staffing. According to ReviewTrackers, 94% of consumers say a negative review could convince them to avoid a business. This alarming stat emphasizes why handling these reviews well is essential, not just for damage control but as an opportunity to strengthen your brand, build trust, and turn criticism into a steppingstone for growth.

This blog helps you learn how to handle negative reviews effectively while giving you actionable strategies for requesting and managing candidate reviews. Whether you’re a hiring manager or a staffing firm, this guide lays down best practices for maintaining a stellar online reputation while safeguarding your brand identity.

Best Practices for Getting Reviews

Positive reviews boost your reputation, attract top talent, and strengthen client relationships. But how do you encourage quality reviews while minimizing the risk of negative ones? There are two schools of thought when it comes to requesting reviews in the staffing industry:

Be Selective vs. Ask Everyone

While some businesses encourage asking anyone and everyone for a review, this tactic could seriously backfire in the staffing world. If you invite the wrong individuals, you could be setting yourself up for unnecessary negative reviews. The best approach? Be selective and target candidates or clients who are genuinely satisfied with your services.

Identify and prioritize happy candidates who’ve had a positive staffing experience or benefitted from your assistance in their job search. By doing so, you limit the risk of surprises and ensure a higher likelihood of favorable feedback.

Make It Easy to Leave Reviews

Convenience is key. Whether it’s on Google Reviews, Glassdoor, or Indeed, you want to make the review process as effortless as possible for your clients and candidates. Leverage tools like Google My Business to generate a unique review link. Embed this link in a personalized email and include a direct call to action, such as “Share your experience with us by clicking here.” Calling someone to request feedback also adds a personal touch and creates a lasting impression.contact us marketing strategy for staffing firms

Stay Consistent Across Platforms

When it comes to marketing for staffing, consistency is essential. Regularly monitor platforms where reviews are left about your business, including Google, Glassdoor, and Indeed. Responding promptly to reviews (whether positive or negative) shows that you are invested in feedback and care about your reputation.

How to Handle Negative Reviews

Negative feedback stings, but how you respond makes or breaks your reputation. Here’s a step-by-step guide on how to handle negative reviews thoughtfully and professionally.

1. Understand the Review

Before crafting a response, take time to thoroughly read and understand the negative review. Was it related to a specific incident, a particular individual, or a miscommunication? If necessary, reach out internally to identify who might have interacted with the reviewer. If it’s regarding a situation rather than a person, drill down to uncover what went wrong.

This preparation ensures that your response is informed, empathetic, and tailored to the reviewer’s concerns.

2. Connect With the Reviewer

Whenever possible, contact the reviewer directly. A quick phone call or email is an excellent way to show that their feedback matters. Aim to genuinely understand their perspective without assuming anything. This engagement not only helps you gather critical details but also demonstrates that you value their opinion enough to address the issue personally.

Example:

“Thank you for sharing your experience with [Company Name]. We truly care about every candidate we work with, and I’d like to better understand what happened. Could you provide more details or speak with me directly? You can reach me at [Your Phone Number] or [Your Email Address]. My goal is to ensure every candidate has a positive experience, and I’d like an opportunity to make things right.”

3. Craft a Sympathetic Response

First, you should respond to all reviews and when posting a public response to a negative review, adopt a tone that is respectful, empathetic, and solution-focused. The goal here is not only to address the reviewer’s concerns but also to leave future readers with the impression that you are committed to excellent service.

Here’s an example of an appropriate response:

“We’re sorry to hear about your experience with [Company Name]. This is not the level of service we aim to provide, and we take your feedback seriously. After reviewing the situation, we would like to offer further clarification and discuss how we can improve. Please feel free to reach me directly at [Your Phone Number] or email me at [Your Email Address]. I look forward to connecting and ensuring we address your concerns.”

We know including your personal information like mail and phone number sounds scary, but hey, people find it anyway. Plus, it shows you truly care.

4. Avoid Being Defensive

Remember that you are responding for multiple reasons 1) to address the concerns/issues raised by the reviewer, and 2) to show future readers of the review that you cared enough to respond and show your true colors. Responding defensively could make the situation worse and harm your reputation. Negative reviews test your professionalism, so resist the urge to argue or deny the review’s validity. Instead, acknowledge their perspective and focus on resolving the issue.

5. Highlight the Positives for Future Readers

Your primary audience for review responses isn’t just the individual reviewer—it’s everyone who encounters your company online after this review is posted. Use this opportunity to convey your company’s values and highlight what you’re doing to ensure better outcomes in the future.

Example:

“We appreciate your honesty and want to acknowledge your dissatisfaction. At [Company Name], we are committed to [value/goal]. Your feedback helps us make necessary improvements to create a better experience for everyone.”

6. Leverage Feedback to Improve

Every review, whether positive or negative, is valuable. Use negative reviews as a tool for internal growth. Take the time to analyze feedback patterns, do candidates frequently mention miscommunication? Long response times? For example, tracking issues effectively allows you to address root causes and refine your operations.

Turning criticism into an opportunity is one of the smartest ways to enhance your marketing for staffing.

The Future of Candidate Review Management in Staffing

Negative reviews don’t have to signal trouble for your staffing business. When handled with care, they become invaluable opportunities to refine your practices, strengthen your relationships with clients or candidates, and even attract new business. After all, 57% of consumers say they are more likely to engage with businesses that respond to reviews, according to BrightLocal.

Keeping your review platforms active, being selective about who you approach for feedback, and responding to criticism professionally are all part of successful marketing for staffing. When you turn reviews into your strength, you cultivate an image of accountability and trust—a must-have for any hiring manager or staffing firm.

Partner With Us for Better Candidate Review Management

At S.J.Hemley Marketing, we specialize in marketing for staffing firms. Our team helps you build a tailored strategy to manage reviews, communicate effectively with candidates, and promote your brand in the best light.

Contact us today to learn how we help your business thrive.

About S.J,Hemley Marketing

S.J.Hemley Marketing is a marketing and sales consulting firm focused on driving tangible results for staffing, recruiting, and professional services firms. Brand Matters, ROI Matters…More. With over 25 years of sales and marketing experience within staffing and recruiting, we have helped to drive successful branding, sales training, lead generation activities as well as defining marketing strategy for top organizations. www.sjhemleymarketing.com.