Did you know that online reviews are almost as important to your law firm’s brand as word-of-mouth recommendations? In fact, 80% of online consumers say they trust online reviews as much as an in person recommendation in many cases.
That’s why FindLaw includes our Customer Review Platform in many of our solutions, and we also offer it as a standalone service. Regardless of whether you chose FindLaw’s review platform to manage your law firm’s reviews, here are some best practices you should consider following:
- Encourage positive reviews. There is no harm in being assertive when it comes to soliciting feedback for legal services. Consider asking happy clients to reiterate their positive feedback publically via an online review. You can also email clients shortly after you finish work for them, encouraging them to leave a review.
- Respond appropriately to negative reviews. Most of the time, negative reviews are left by clients who genuinely felt they had a bad experience. Here’s an example of how you might want to respond if a client contacts you to express unhappiness with your legal services:
“We appreciate your feedback. While we strive to ensure that all of our clients are 100% satisfied. Understanding your experience will help us be more effective in the future.”
In order to make it easier for you to follow these recommendations, here are a few documents you might find helpful.