As a law firm, receiving reviews from clients is a regular occurrence. Though getting reviews can greatly benefit your practice, managing them can be a burden, especially for smaller firms with limited resources. These are six best practices for managing your firm’s reviews, from monitoring to responding to customer reviews.
Claim your firm on review sites.
Social media pages and review sites are often the first stop for clients looking to find or provide reviews on your firm. Make sure you have created and claimed your firm’s pages, complete with up-to-date contact details.
Select a dedicated team member to handle reviews.
Decide on a team member to monitor and respond to clients’ reviews from the firm’s business account. Most reviews can only be responded to once, so make sure the selected associate will provide quality responses.
Monitor brand mentions online.
There are many online forums where clients are likely to submit reviews. Ensure where your reviews are appearing so you can actively monitor and respond to client reviews in real-time. Appreciate positive feedback and remedy negative responses. A quick response rate shows that your firm respects and regards the opinions of clients! The following brand monitoring platforms can help make sure you have all your bases covered:
– Social Mention
– Google Alerts
Respond to positive reviews.
Keep it short and sweet, but always respond! This lets customers know you appreciate their compliments and are listening to them.
Respond to negative reviews.
No one wants to get a negative review, but they are bound to happen. Address the negative review, sympathize with the customer, and request to move the conversation offline to understand why the client gave the negative review.
Report fake reviews.
Fake reviews can be hard to spot, but should you encounter one, report or flag the review to get it removed from the platform as quickly as possible.