Every month, Kate Teves, HR consultant, recruiter and founder of The HR Pro, answers Realtors’ questions about anything and everything related to human resources. Have a question for Kate? Send her an email.
Question: What do I do when an ex-employee or agent leaves a negative and untruthful online review?
Kate: In the world of instant posts, influencer marketing and reviews, a company’s reputation can be built or dismantled in a matter of clicks. For real estate brokerages and businesses alike, online reviews from clients, agents and employees shape public perception, influence recruitment efforts for years to come and naturally impact business outcomes.
While constructive criticism can be a catalyst for positive change, untruthful or exaggerated reviews, particularly on platforms like Google, Indeed, Glassdoor and social media, can create lasting reputational harm without the necessity of proving the validity of these detrimental statements.
The hard reality
If you received an undesirable review, let’s first answer these five questions:
- Is there any truth (partial truth) in the feedback, even if it was delivered harshly?
If you were in the review writer’s shoes, would you see the situations similarly? What could have gone smoother in order to avoid this moving forward? - What part of the experience may have led to this response?
This encourages evaluation of the employee/agent journey to find potential weak points. - Have I seen similar feedback before, or is this an isolated incident?
This helps determine whether it’s a pattern that needs addressing or a one-off situation. - How can I respond professionally and constructively to show I value all feedback?
If the answer to the question above is “no”, I suggest taking more time to assess the next steps and not jumping into response mode. - What specific action can I take to prevent this issue in the future?
Now you move from analysis to action, promoting improvement and resilience and a culture of learning from past setbacks.
The real cost of a negative review
As an HR professional, I’ve seen how a single disgruntled employee or agent can affect morale, recruitment and client trust by posting a scathing and sometimes misleading review online. These reviews may allege toxic workplace culture, unethical practices, or managerial incompetence, claims that may be unsubstantiated, or even entirely false, after all, they are an interpretation of someone’s experience at the workplace, not necessarily the reality.
What to do when reviews escalate
If a negative review appears, the first response should not be panic. After answering the questions below and hopefully gaining further insights, your next steps should be the following:
Respond professionally (always!)
Some platforms allow public responses. Use neutral language and avoid defensiveness. Acknowledge the feedback and, if applicable, invite the individual to contact HR directly to resolve matters offline.
Flag inappropriate content
If the review violates platform guidelines (e.g., defamatory language, personal attacks, or confidential information), flag it for removal. Most sites have a process for reporting reviews that are inappropriate or false.
Document everything
Keep records of the review, any internal investigations or communications related to the reviewer, and actions taken. This becomes essential if legal steps become necessary.
Engage with current team members
Address the review internally. Reaffirm your values, and open the floor for feedback. Negative reviews can create internal unrest—silence can be misinterpreted as guilt.
When to get a lawyer involved
Sometimes, a review crosses the line into defamation. Here’s when you should consider involving a lawyer:
False and harmful claims – If the review contains provably false statements that damage the company’s reputation or imply illegal conduct.
Breach of confidentiality or NDA – If an employee or agent violates contractual obligations by disclosing confidential or proprietary information
Ongoing harassment or smear campaign – If a former employee or agent is posting a series of vexatious reviews or targeting individuals within your company repeatedly.
Legal counsel can help you:
- Draft a cease and desist letter.
- Request formal removal of defamatory content from platforms.
- Initiate legal proceedings in cases of reputational harm.
Prevention is still the best defence
As an HR leader, I’ve learned that fostering a respectful, transparent, and communicative culture can significantly reduce the likelihood of disgruntled departures and hostile reviews.
Exit interviews, open-door policies and regular check-ins are not just good practice, they’re risk mitigation tools that actually work. Even in the case of a termination, if done ethically and empathetically, you significantly reduce the risk of a negative comment in the future.
Remember: your employer…
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