Do review sites like Google My Business, Yelp, and Avvo make or break a law firm? Do attorneys have to proactively manage their online presence to maintain a positive reputation and attract new clients?
Online reviews are like digital word-of-mouth. They reflect a law firm’s credibility, professionalism, and client satisfaction. Research indicates that 93% of consumers say online reviews will affect shopping choices, indicating that most consumers read online reviews regularly and rely on the comments for their purchasing decisions, including legal representation.
There are obvious factors why online reviews matter. Positive reviews instill trust and confidence in potential clients; negative reviews deter prospects and can damage a firm’s reputation. Moreover, search engines like Google factor in the quantity and quality of online reviews when determining a firm’s search engine rankings. Firms with a higher volume of positive reviews are more likely to appear higher in search results, increasing their visibility and attracting more potential clients. For this reason, actively managing online reviews is essential for maintaining a competitive edge in today’s digital marketplace.
Strategies for Effective Online Review Management
Monitor and Respond Promptly
Many firms struggle to respond to prospective client inquiries in real-time. (This is one area where Client Clerk’s marketing automation platform for law firms is an invaluable asset.) The same is true for reputation management.
Attorneys should regularly monitor their firm’s online reviews, not just on Google but across various platforms such as Avvo, to stay informed about client feedback and sentiment. It’s easy to respond promptly to positive reviews. However, even negative reviews should be responded to as quickly as possible. Doing so may increase the chances of the reviewer changing their rating and regarding your firm in a more favorable light.
Engaging with reviewers shows professionalism and responsiveness. No client wants to be treated like a number. If your firm fails to respond to reviews, especially those with legitimate constructive feedback, your SEO ranking will suffer, demonstrating the firm’s lack of empathy and goodwill.
The Good Kind of Solicitation
Law firms have the power to shape their online reputation by actively soliciting reviews from satisfied clients. After successfully resolving a case, firms can request feedback and guide clients to leave reviews on relevant platforms. By incorporating review requests into post-engagement communications or follow-up emails—both of which can be easily set up in Client Clerk—firms can streamline the process and increase their chances of receiving positive reviews.
How To Address Negative Feedback
Instead of ignoring or dismissing negative feedback, respond empathetically and offer solutions or remedies to address the reviewer’s concerns. Demonstrating a willingness to listen and rectify issues can mitigate the impact of negative reviews and showcase your firm’s dedication to client satisfaction.
However, don’t use the same boilerplate response if you have more than one less-than-stellar review. For example, if your response looks like the following several times, potential clients will see right through the ruse:
“Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience or dissatisfaction you experienced during your recent interaction with our firm. At [Law Firm Name], we strive to provide exceptional service to all our clients, and we regret that we fell short of meeting your expectations in this instance.
We understand the importance of your legal matter and the frustration that can arise when expectations are not met. Please know that we take your concerns seriously, and we are committed to addressing them promptly and effectively.
We would welcome the opportunity to discuss your experience further and explore how we can make things right. Please feel free to contact our office at [Phone Number] or [Email Address] to arrange a convenient time to speak with one of our team members.
Once again, we apologize for any inconvenience you have experienced, and we appreciate your feedback as it helps us improve our services and better serve our clients in the future.”
Showcase Positive Reviews
Show it if you got it! Highlight glowing testimonials and endorsements on your website, social media profiles, and marketing materials to showcase your firm’s track record of success and client satisfaction. Positive reviews are powerful social proof and can influence potential clients’ perceptions and decisions.
Use Client Clerk To Request Reviews & More…
Client Clerk offers a suite of digital marketing tools and features to streamline online review management for law firms. From automated review request campaigns to centralized monitoring of reviews across platforms, Client Clerk simplifies the process of soliciting, tracking, and responding to online reviews. By leveraging Client Clerk’s capabilities, law firms can efficiently manage their online reputation and capitalize on positive feedback to attract new clients.
Client Clerk account users can use the platform to request reviews from new clients or a list of contacts. This digital marketing platform, created by legal marketing professionals for law firms, also enables users to receive and respond to reviews from a single dashboard. Account subscribers can even use A.I. to generate replies for reviews received, thus saving the firm time and human resources.
This is yet another way Client Clerk boosts law firm efficiency.
Reputation management for law firms has never been easier!
About Author
Jordan Berman, President of Legal Offers, LLC, and founder of Client Clerk, is a distinguished leader in legal marketing, recognized by INC. Magazine as the head of one of the fastest-growing legal marketing agencies in the country. With a steadfast commitment to honesty, transparency, and responsiveness, Jordan has propelled Legal Offers to national prominence. He has pioneered innovative automation solutions that have generated thousands of cases for law firms, demonstrating the practical impact of his expertise. Jordan is also an esteemed member of the American Bar Association, underscoring his dedication to the legal profession.