3 Tips to Managing Law Firm Reviews

I believe Abraham Lincoln was quoted saying, "You can't please all the people all the time." How true. As a law firm business owner it can be frustrating to see a 1 star review from an opposing party show up on your Google Business page. Here are three quick tips to managing online reviews. 

#1: Respond.
As best practice, try to respond to all reviews in a timely manner. Whether it is a short, "Thank you!" or "We appreciated the opportunity to help you" or "Thanks for your kind words" it is great to show engagement. If the review is less than glowing, respond and take it offline. For example, "We value your feedback. Please call or email us at "x".

#2: Ask for Reviews.
​Ask clients at all stages in the process if they will take a second to leave a good review on your Google Business listing, Facebook or legal directory profile.  It is natural to ask for a review after someone pays you a compliment or send a link in your client surveys. A review platform linked to your website allows clients to choose where they want to leave a review and is a very  helpful way to manage reviews as well. 

#3: Focus on Customer Service. 
I've seen so many 1 star reviews written about excellent law firms. A common theme is when the review simply states a potential client called the law firm, left a message and never received a response. Consider updating your office voicemail greeting to request an email due to limited availability. Return their email letting them know if you are unable to help or possibly refer them to another firm. It will take seconds but could pay off dividends. A consistent year-over-year theme identified from legal consumer survey results involves desire for better customer service from law firms. Providing a good experience to everyone that contacts your firm gives you a competitive advantage!