Customer Success

8 things attorneys must keep in mind before requesting reviews from clients

Many review sites, such as Yelp and Avvo, give greater prominence to businesses that complete their profiles. Take advantage of an easy ranking factor and include as much information about your business as possible, including:

  •         Pictures
  •         Hours of operation
  •         Locations
  •         Website

You could be a renowned and accomplished attorney, but if a review site doesn’t know that, it won’t help your online rating at all.  

Ensure your reviews are unique

Customers are wary of promotional gimmicks and can usually determine whether a review is original or has been copied. Ask your clients to review you by mentioning their true feelings about the experience they had.

Have reviews for all services

As an attorney, you may cater to clients in different practices, such as personal injury, divorce or corporate law. Be specific about asking clients to rate you on the service they have utilized. The variety of reviews for your various services builds trust and increases your chance of showing up in customer searches for an attorney with specific experience.

Relevant reviewer information

No matter how good a review may be, if the name of the reviewer is listed as “anonymous,” it won’t carry much weight with prospective customers. Customers are looking at the authenticity of the reviews and that can only be possible if the reviewer looks legitimate, with details such as a name, the date of the review and possibly links to other services reviewed.

Ensure your positive reviews are displayed

When it comes to reviews: positive attracts more positive. If you have good authentic positive reviews, they are bound to attract other customers looking for that service. So ensure that on all review sites you have as many positive reviews visible to the end user as possible. Check the review platform’s filter for positive reviews that might have gotten stuck in the pipeline. For example, Yelp uses an algorithm to hide reviews that it believes to be inauthentic, but unfortunately, a significant number of positive reviews from real customers get stuck in this filter.

Don’t ignore negative reviews

These can be as precious as positive reviews and to a degree are proof that your listing on the review site is real. The truth is that you can’t please everyone and you are bound to have negative reviews. If you do receive poor reviews, respond to them as professionally as possible — acknowledging what you believe to have gone wrong, and clarifying anything that may be incorrect. Thank your customers for their feedback and apologize if you believe it is appropriate. Your polite and concerned response to an unsatisfied client can inspire trust from a prospective client who is reading that negative review.

Encourage your clients to review you

One of the best ways to build a 5-star reputation is to simply ask for reviews from your clients. The savviest lawyers and legal service providers know that having positive reviews and high ratings is proof to potential clients that you’re likely to provide top notch service.

BirdEye understands the difficulty of maintaining a stellar online reputation, especially in a competitive market. Get hands-on experience with BirdEye’s demo version to see how you can manage your online listings, engage with your customers, and increase your online reputation.

About the author

Martin Katsanes

A dedicated and driven Customer Success Manager focusing on the customer experience and serving as a consultant to meet business needs.

Skills include client retention, training, account optimization, marketing consultation, proactive outreach, and customer success.

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