In today’s digital age, online reviews significantly impact a law firm’s reputation. While positive reviews can attract new clients, negative ones can deter potential clients and harm the firm’s image. However, handling bad reviews appropriately can mitigate their impact and even enhance your firm’s reputation. Here’s a guide on how attorneys should respond to negative online reviews.
What to Do When Responding to Bad Reviews
- Stay Calm and Professional:
- Maintain Composure: Responding in anger can exacerbate the situation. Take a moment to compose yourself before addressing the review.
- Professional Tone: Always use a polite and respectful tone, regardless of the review’s content.
- Acknowledge the Review:
- Thank the Reviewer: Start by thanking the reviewer for their feedback, even if it is negative. This shows that you value all client input.
- Express Empathy: Show empathy by acknowledging their dissatisfaction. For example, “We understand your concerns and are sorry to hear about your experience.”
- Address Specific Issues:
- Provide a Thoughtful Response: If the review highlights specific problems, address them directly. Clarify any misunderstandings and provide context if necessary.
- Take Responsibility: If the review points out a legitimate mistake or shortcoming, admit it and explain what steps you’re taking to prevent it in the future.
- Offer to Resolve the Issue:
- Invite Further Discussion: Encourage the reviewer to contact you directly to resolve the issue. Provide a phone number or email address for private communication.
- Show Willingness to Help: Demonstrate your commitment to resolving the matter. For example, “We would like to discuss this further and see how we can make things right.”
- Follow-Up:
- Post-Resolution Update: If the issue is resolved offline, ask the reviewer if they would consider updating their review to reflect the resolution. A positive follow-up can turn a bad review into a testament to your customer service.
What Not to Do When Responding to Bad Reviews
- Do Not Ignore the Review:
- Non-Responsiveness: Ignoring a negative review can give the impression that you don’t care about client feedback. Always respond promptly.
- Avoid Defensive Responses:
- No Arguing: Never argue with the reviewer or try to prove them wrong, or worse start name calling. This can escalate the situation and reflect poorly on your firm. We have seen instances of all of this and it shows complete lack of professionalism and immaturity on the part of the attorney.
- No Excuses: Avoid making excuses for the issue. Focus on resolving the problem rather than defending your actions.
- Do Not Reveal Confidential Information:
- Client Confidentiality: Protect client confidentiality at all costs. Never disclose details about the client’s case or interactions with your firm in your response.
- Don’t Solicit Fake Reviews:
- Integrity: Avoid asking friends, family, or employees to post fake positive reviews to counteract a negative one. This can damage your credibility and violate review site policies.
Protecting Your Brand and Reputation
- Encourage Positive Reviews:
- Ask Satisfied Clients: After a successful case or a positive interaction, politely ask satisfied clients to leave a review. More positive reviews can dilute the impact of negative ones.
- Make It Easy: Provide links to your review profiles in follow-up emails or on your website to make it convenient for clients to leave feedback.
- Monitor Online Presence:
- Regularly Check Reviews: Keep an eye on your online reviews across various platforms. Prompt responses show that you are attentive and care about your clients’ experiences.
- Use Reputation Management Tools: Consider using tools that alert you to new reviews so you can respond quickly.
- Learn from Feedback:
- Identify Patterns: Look for recurring issues in negative reviews and address them within your practice. This proactive approach can prevent future negative reviews.
- Improve Services: Use constructive criticism to enhance your services. Continuous improvement shows that you value client feedback and are committed to providing the best possible service.
- Highlight Positive Reviews:
- Share Testimonials: Feature positive reviews and testimonials on your website and marketing materials. Highlighting satisfied clients can build trust with potential clients.
- Build a Strong Online Presence:
- Content Marketing: Regularly publish informative and engaging content on your website and social media channels. A strong online presence can improve your firm’s image and attract more positive attention.
Negative online reviews are inevitable, but how you handle them can significantly impact your law firm’s reputation. By responding professionally, addressing concerns, and continually striving to improve, you can turn a potentially damaging review into an opportunity to demonstrate your commitment to client satisfaction and enhance your brand’s reputation.
