Are you struggling to receive positive reviews for your law firm? You’re not alone.
In today’s digital age, positive reviews are instrumental in shaping your law firm’s reputation, building credibility, and attracting new clients. If your firm is struggling to collect those 5-star reviews, it’s essential to understand the reasons behind it and take action.
In this blog post, we’ll explore the 4 top factors that hinder positive reviews and offer actionable solutions.
Lack of Communication
The #1 bar complaint is lack of communication. Why is this so common?
You’re failing to view situations from your client’s perspective.
Your clients want to know what’s going on… even if there are no updates on their case! Remember, “no updates” is an update:
- There’s no news yet
- We’re still working or waiting on paperwork
- Haven’t heard back from the opposing counsel
If you don’t consider the examples above to be updates, you need to reframe the way you define an update. In order to keep your clients happy, set expectations on when they can expect to hear from you – and follow through! After meeting with a client, let them know when you’ll be in contact again. Reach out at that time whether any progression has been made or not.
Long story short: Your clients will feel like they are being kept in the dark if they don’t hear from you on a regular basis.
Slow Response Time
We know your time is pulled thin. But if your clients are reaching out with questions or concerns, their stress and frustration will only build the longer they have to wait to hear back from you.
To overcome this, implement communication expectations and promptly respond to emails and phone calls. Let your clients know how quickly they can expect to hear back from you, as well as your preferred method of communication. If you don’t have time to respond as quickly as your clients expect, you need to:
- Hire support staff
- Take on fewer clients
If you don’t have the budget for a full-time employee, virtual receptionists and assistants are an ideal solution.
Subpar Client Experience
Reviews are sparked by emotion. Negative reviews come from frustration or anger. Positive reviews from feeling truly cared for and taken care of. When your clients walk away from your law firm without any strong feelings, they aren’t likely to leave a review.
Evaluate your firm’s customer service, professionalism, and overall client journey. Ensure that your staff is well-trained, caring, and empathetic towards your clients. Providing personalized attention, being transparent about legal procedures, and taking the time to make sure your clients truly understand their case goes a long way in fostering a positive experience.
Not Requesting Reviews
The reason you aren’t receiving positive reviews may simply be because you aren’t asking for them. While some clients will voluntarily share their experience, most won’t go out of their way unless they are truly blown away.
Make it easy for your clients to leave you a review. Implement a proactive review solicitation strategy. Every client should receive a personalized thank you email and/or text with a direct link to write a review after their case concludes.
Additionally, make sure your law firm has professional accounts created on major review platforms like Google, Yelp, and Avvo for those who seek to leave a review unprompted.
Want to take it a step further?
Take a look at the reviews from competitors in your area. Note the most common compliments and criticisms given. Develop plans to make your clients feel the way those who left positive reviews for your competitors felt. Remember, every interaction with your client is an opportunity to create a positive impression. By delivering exceptional service, you can cultivate a strong base of satisfied clients who are happy to leave glowing reviews for your law firm.
Need help getting more positive reviews for your law firm? Schedule a free discovery call to find out how virtual legal assistants and receptionists will boost your law firm’s online reputation.