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    Manage Client Reviews To Grow Your firm

    by SimpleLaw on
    Lawyer Online marketing for law firms Law Firm Growth

    The importance of client reviews has long been established. That's true for a restaurant and for your law firm. A recent survey found that Client Reviews are the first hurdle in gaining new leads. Using a 100-point scale, over 50 points were allocated to Client Reviews in terms of the important elements a potential client considers when looking for legal help. If that doesn't light your fire to actively manage your reviews, we don't know what does. 

    Set It Up

    If you haven't yet set up a client reviews page, that's the first step. In terms of where to set it up, it depends on where your profile is already listed. Of course, Google My Business remains the top source, with over 65% of all online reviews posted there. Yelp is another good source. If your law firm profile is up on Avvo or other lawyer directories, that's another good source. 

    But don't split the reviews. Pick one primary location to set up your reviews. As appropriate, send clients there to post a review. Of course, clients can always post anywhere they like, but it's best to send your clients to one location. To find out more about Google My Business, check out our blog. 

    Monitor Your Site

    This is not a set-it-and-forget-it kind of thing. Once you set up your review page, be sure to monitor it. Respond to comments as appropriate. Do you need to reply to all posts? Not necessarily. But don't simply reply to the negative or positive reviews. Reply to a mix. And remember, this is like having a conversation in front of a very large crowd that you probably don't know. When a negative post comes up, they always do, be sure to respond by asking them to contact the office to discuss it. The reality is you won't make every client happy every time. But what you don't want to do is air the dirty laundry publicly. Ask the poster to contact the firm and have a discussion. If they don't, it can't hurt to reach out to them. 

    Be sure to update the law firm profile regularly, too. If your firm offers online or virtual appointments, be sure to note that. Hours, location, phone number, website, and the like are all critical. The best way to approach your listing is to put yourself in the shoes of the potential client. What information would they want to know? What would you want to see in the reviews, and responses, to help you choose your firm? 

    Ask Clients for a Review

    You may or may not get 100% participation. But it's always good to ask. Current clients may or may not know that you have a review site. As part of the process of closing a matter, simply ask the client to provide a review. Make it simple for them. Send them the link that they can click in the email asking them to provide the review. Remind them it doesn't need to be long, either. In fact, the length of reviews has dropped. Most reviews are now the length of an expanded tweet. Short and sweet. 

    No need to monitor who does and doesn't provide the review. But asking is key.

    Share the Results

    Clearly, if the reviews aren't so good, you have a step or two to accomplish before you share the results. But when they are in a good place, be sure to post them on your website. There are several plug-ins available to automatically update the data if you use a Wordpress website. Periodic posts on social media are great, too. You get the idea. If your firm is getting positive reviews, give those potential clients out there searching for attorneys a way to 'meet' your firm across different communication channels.

    See What You Can Learn

    Law firms should continue to evolve. Things that clients appreciate are great, of course. But looking for ways to continue to improve is key, too. Be sure to read the, albeit short, reviews to see if you have areas to improve. It always feels good to hear the positive stuff. But be sure to listen to the not-so-positive too. Look for repetition. If reviews consistently cite anything, in particular, be sure to consider the topic. Is this an area you can improve? Only you can decide if the potential improvement is something that is good for your firm, if your firm has the time and resources to address it, or if it's important for future potential clients. But be sure to review and consider.

    The importance of online reviews has only grown. Be sure to have yours up and running, monitor it, and most importantly, consider the feedback. What are you doing with your online reviews? 

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