Online Reviews for Law Firms
“My law firm has a bad review online. Can you delete it?”
We are asked this question frequently. While we don’t have control over negative reviews, we know the best methods to counteract them. Google, Facebook and review services such as Trustpilot, have companies reporting bad reviews all the time. However, it must be libellous or inappropriate to prompt them to take action.
So, how exactly can your law firm minimise the damage of negative reviews online?
1. Claim your Google My Business (local) page
If you have negative reviews on Google, but no Google “My Business page”, you’ll need to start by claiming your business on Google.
When you carry out a Google search for your brand, an information box called a “knowledge graph” appears on the right-hand side of the Search Engine Results Page (SERP). Below this, click “Are you the business owner?” and you’ll be taken through the steps to claim your business.
2. Respond to negative reviews
We recommend you contact the client who left the negative review, if possible, to discuss and hopefully rectify the situation. Also, you should reply with a comment along the lines of:
“Thanks for your feedback, and we’re sorry you feel this way. One of the team will be in touch shortly to discuss how we can rectify this. Alternatively, please feel free to contact us directly on 03333 442 722, and we’ll do what we can to help.”
It’s important when dealing with negative reviews, to publicly acknowledge it and apologise if neccessary. This approach gives other potential clients a sense of responsibility and customer care from the brand. There’s evidence to suggest that responding well to negative reviews can be good marketing: Why Negative Reviews Can Be Good For Business, Forbes.
3. Drown bad reviews
Some of our law firm clients have an abundance of positive reviews, which have been achieved by proactively asking satisfied clients to review them on Google. These positive ratings have the power to drown out the damaging ones. Our advice would be to ask a client each time you receive good feedback verbally or via email – clients are more likely to oblige at this stage.
Once you have at least five good reviews on Google, the Google star rating will appear in your PPC ads and some search results on Google. Doing this will increase click-through-rates and brand trust.
We would recommend requesting reviews from at least 50 clients, although more is obviously better.
4. Work on consistently great customer service
What can you learn from bad reviews? Is every staff member – from reception staff to partners – informed about reviews, and given training on good customer service?
The best way to have a great review profile is to start with great customer service. This applies to every line of communication you have with clients. Consider implementing a customer service “how to” document, or sending one or two staff on training and asking them to report back to everyone.
Online Reputation Management for Law Firms
This is just a small example of the kind of reputation management MLT provide for our clients. We know what makes lawyers tick and their clients click. There aren’t a lot of online problems we haven’t heard and solved before. Contact us today for an informal chat about how we can help.
Moore Legal Technology – Helping law firms succeed
If your online presence isn’t currently contributing to your firm’s bottom line and you want to partner with an agency who is focused on helping your law firm grow, call Chris today on 03333 442 722 or email