In the digital age, online reviews have become a cornerstone in shaping the reputation of law firms. With the legal industry being highly competitive and clients increasingly turning to online platforms to inform their choices, engaging with online reviews is no longer optional—it’s imperative.

Let’s delve into the significance of online reviews for law firms, focusing on the impact of positive reviews, the art of addressing negative feedback, and the nuances of effective communication in the digital realm.

The Influence of a Five-Star Review

A five-star review is a digital seal of approval. Positive reviews on platforms like Google, Yelp, and Avvo can significantly boost a law firm’s credibility and attract new clients. These high ratings often serve as the first impression for potential clients, offering a glimpse into the quality of service and client satisfaction. Positive feedback can:

• Enhance Visibility: Higher-rated firms often appear more prominently in search results, increasing visibility.
• Build Trust: Prospective clients are more likely to trust and choose a firm with numerous high ratings.
• Promote Word-of-Mouth: Excellent reviews can turn clients into advocates, amplifying positive word-of-mouth.

Addressing Negative Reviews

Negative reviews, while often dreaded, present an opportunity for law firms to demonstrate integrity, initiative, and transparency. Responding to negative feedback effectively can mitigate its impact and even turn it into a positive.

Best Practices in Handling Negative Reviews

• Prompt and Thoughtful Responses: Address issues swiftly, showing that you value client feedback and are committed to resolving problems.
• Professional Tone: Maintain a respectful and professional tone, even if the review is harsh or unfair.
• Offer Solutions: Where possible, offer to rectify the issue. This shows a commitment to client satisfaction.
• Take it Offline: For complex issues, invite the reviewer to continue the conversation privately to find a resolution.

The Do’s and Don’ts of Review Responses

When engaging with online reviews, the language used is crucial. Here’s a list outlining what you should and shouldn’t do when responding to reviews.

What You Should Do:

1. Always Respond: Regardless of whether the review is good or bad, responding to every review shows potential clients that you are interested in what clients think about your firm and that their concerns will not be ignored.
2. Be Gracious: Thank reviewers for their feedback, regardless of whether it’s positive or negative.
3. Be Specific: Personalize your responses to show that you’ve read and understood their comments.
4. Focus on Positivity: Highlight your firm’s strengths and commitment to improvement.

What You Shouldn’t Do:

1. Do Not Ignore Reviews: While it might seem simpler to leave a review, good or bad, unaddressed, unanswered questions, comments, and concerns will signal to potential clients that you are uninterested in what clients think about your firm.
2. Avoid Legal Jargon: Keep your language simple and accessible.
3. Don’t Get Defensive: Avoid defensive or argumentative responses, as they can escalate the situation.
4. Steer Clear of Confidentiality Breaches: Never discuss specific case details or disclose any confidential information.

Removing False Reviews

All of these tips operate under the assumption that the reviews you are engaging with are real. Inevitably, there will be fake reviews, which you should contest by contacting Google, Yelp, or Avvo in order to avoid the negative ramifications of a fraudulent review. Here are the steps you can take to address this issue:

Google

1. On your computer, go to Google.
2. Find your Business Profile.
3. Click Google Reviews.
4. Find the review you’d like to report.
5. Click More. Report review. Select the type of violation you want to report.

Yelp

1. Claim your Yelp Business Profile. If you’ve not done so already, then the first step in removing Yelp reviews is to claim your business profile.
2. Log in and Find the Review.
3. Go to the ‘Report Review’ Button.
4. Complete the Form.

Avvo

If you believe the review has not come from an actual or potential client of yours, you can contact Avvo and dispute the review. Avvo will contact the reviewer and ask them to confirm that they were a real or potential client, and give them the option to edit or delete the review.

The Ripple Effect of Online Reviews

The impact of online reviews goes far beyond individual feedback; they collectively mold the online reputation of your law firm. When managed actively and engaged thoughtfully, these reviews can serve as a beacon, guiding potential clients towards your services. They are not just isolated comments but form a narrative about your firm’s commitment to quality and client satisfaction. This collective narrative plays a crucial role in shaping public perception and influencing client decisions.

If you’re looking to enhance your law firm’s online presence and harness the power of online reviews, Legal Brand Marketing is here to guide you. Contact us to strategize the best ways grow your practice.