How to effectively address client reviews

When consumers are looking for legal help, reviews matter. According to Avvo research, 95% of survey respondents said that reviews helped them determine which attorney to hire.

Since reviews remain online long after they’re published, how you choose to manage them can have an impact on your long-term success. A sincere expression of gratitude for a positive review, or timely feedback to a negative one, can make a difference to that person and others who view the post over time.

Strategies for responding to client reviews

Responding to reviews does not have to be complicated. Focusing on the individual and following a simple formula can set you up for success. Just remember the acronym THEM:

  • T – Timing – Address reviews, particularly negative ones, as soon as possible.
  • H – Honesty – When necessary, offer an apology and solution for resolution.
  • E – Empathy – Seek to understand the client’s point of view.
  • M – Message – Think about the tone and overall impact of what you’re saying and how it will appear to the client and others.

Why responses matter

Since 85% of consumers say they trust online reviews as much as personal recommendations, it’s worth investing time into thoughtful replies. In doing so, you position yourself as someone who cares about the experiences of others. The message to that client (and future clients) is that you are responsive and dependable, you’re committed to providing good service, and you’re willing to help resolve problems when they do arise.

Gain more insight into best practices for responding to client reviews in this infographic.

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