Online reviews are a valuable asset to any law firm. Potential clients often look to online sources to gain an understanding of the level of service that a law firm provides. As such, it’s essential for a law firm to understand the importance of obtaining online reviews, as well as the best practices for doing so.
The Importance of Online Reviews
When it comes to finding the right law firm, potential clients are turning to online review platforms more and more. Online reviews offer an essential source of information for law firm clients who want to make an informed decision on their legal representation.
Online reviews can have a major impact on whether a law firm is hired or not. Studies show that over 90% of clients have reported that online reviews influence decision when hiring a lawyer. This means that positive reviews from existing clients can be a huge boon for law firms looking to attract new business. On the other hand, negative reviews can damage a firm’s reputation and make it harder for them to find new clients. It’s clear that law firms should take advantage of the power of online reviews to increase visibility and attract more potential clients.
Why Clients Leave Reviews
Law firm clients often leave reviews of their experience with a firm on online review platforms. These reviews are generally a reflection of their overall experience, including the quality of service they received, the professionalism of the lawyers they worked with, and the results they were able to obtain.
Most clients who are likely to leave reviews are those who had either a very positive or very negative experience with the firm. Those who had a positive experience will often want to share their appreciation for the work that was done for them, while those who had a negative experience may feel the need to share it with others to warn them of their experience.
Additionally, clients are more likely to leave reviews if the process was particularly quick and easy. If the client had to fill out a few forms or answer a few questions about their experience in order to leave a review, they are more likely to do so than if the process is overly complicated. This is why many law firms use an online review management platform, such as Birdeye, which makes it simple for clients to leave reviews and easy for law firms to respond.
Best Practices for Obtaining Online Reviews
Encouraging your clients to leave online reviews is key in helping to build up your online reputation, so here are some tips for doing just that.
The first step in obtaining online reviews from your law firm clients is to have a process in place for requesting them from every happy client:
- Who? Identify a dedicated team member who’s going to manage the process of requesting the review, following up, and responding once a review is left. This responsibility could be assigned to a receptionist, marketing coordinator, or even a paralegal.
- When? Be sure to strike when the iron is hot! Your client is going to be at their happiest – and most likely to leave a glowing review – when you’ve just concluded business, with a favorable outcome. Before your client even leaves your office, let them know that you’d appreciate their feedback on their experience with your law firm and that you’ll be sending an email with a convenient link to easily do so. Then make sure that email is sent within a day or two.
- Where? When it comes to where clients should leave their reviews, make sure you have a presence on the most popular online review platforms, including Google and Facebook. You should also consider setting up a profile on legal directories such as Avvo or Lawyers.com, as many potential clients use these when searching for a lawyer. Finally, don’t forget local sites, such as your local Chamber of Commerce or Better Business Bureau,
It’s important to make sure you have a way for clients to easily provide feedback. If you’re not using an online platform, consider adding a form on your website or including information about how to leave a review in client emails..
What to Do With Your Online Reviews
Once a client leaves an online review, the first thing to do is to thank them for their feedback. This is important regardless of whether it is a positive or negative review. Showing appreciation to your law firm clients goes a long way in building customer loyalty.
When it comes to responding to positive reviews, it’s best to keep your response brief and friendly. You can thank them for their kind words, acknowledge the services you provided, and/or invite them back for more services. This helps build customer relationships and gives potential clients an insight into how your firm operates.
When it comes to responding to negative reviews, it’s important to address any issues the customer may have had in a polite and understanding manner. Acknowledge the issue and make it clear that the customer’s experience is not representative of what your firm typically provides. If appropriate, offer an apology and try to resolve the issue offline. By responding professionally, you demonstrate to both current and potential customers that you take all customer feedback seriously and strive to deliver quality services.
There are many ways you can make use of the reviews you receive. Use quotes from reviews as testimonials on your website or social media pages, or feature them in marketing campaigns to demonstrate client satisfaction. You can also use reviews as part of your internal evaluation process, identifying areas where improvements can be made or new services offered.
Finally, you can use reviews as an opportunity to gain insights into what makes your law firm stand out from competitors, which will help you stand out from the competition on online review platforms.
Rita Chaires
Director, Web and Online Marketing Services
American Academy of Estate Planning Attorneys, Inc.
9444 Balboa Avenue, Suite 300
San Diego, California 92123
Phone: (858) 453-2128
www.aaepa.com
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