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Negative reviews are something that no law firm wants to deal with. Unfortunately, they are a part of doing business. While a law firm may have a good reputation, there will always be a few people who may not be completely satisfied with the service they receive.

If you leave your negative reviews unattended to, they can harm your online reputation and deter potential clients. But, the good news is that if you take the right steps in addressing a negative review, it can actually be a net positive for your law firm.

That’s because potential clients looking for an attorney will be able to see that you are responsive and take customer service seriously. If you demonstrate that you’re willing to take the time to turn a negative situation around for an existing client, you’ll do the same for them.

The key to dealing with negative reviews is responding to them properly. In this blog, we’re going to cover six tips for responding to negative reviews for lawyers.

#1. Respond promptly

The longer you wait to respond to a negative review, the worse the situation can become. The best thing you can do is to respond as soon as you can. Not only will this show potential clients that you care about your existing clients, but it will also give existing clients the impression that you are taking their concerns seriously.

However, keep in mind that if a negative review has upset you, it’s perfectly acceptable to take a few minutes to cool off before responding. The last thing you want to do is respond in a way that comes off as defensive or angry.

#2. Keep your response polite

It’s only natural to be defensive when you receive a negative review, but it’s important to remember to stay polite. Even if the review is unfair or inaccurate, it’s important to maintain your composure and keep your response professional.

It’s also important to remember that, in addition to the reviewer, potential clients are reading your response, so it’s important to make sure that you come across as respectful and understanding.

#3. Thank the reviewer

It may seem counterintuitive to thank someone for leaving a negative review, but it’s actually a great way to show potential clients that you are committed to providing excellent customer service.

Thanking the reviewer for taking the time to leave a review will also show them that you value their opinion, even if it is negative. And, it will demonstrate to potential clients that you are willing to listen to feedback and make changes when needed.

#4. Apologize

When responding to a negative review, it’s important to apologize for the situation. This doesn’t mean that you are admitting fault, but it does mean that you are taking responsibility for the situation and attempting to make it right.

It’s also important to make sure that the apology is sincere. If the apology doesn’t seem sincere, potential clients will be unlikely to trust your law firm.

#5. Offer a solution

In addition to apologizing, it’s also important to offer a solution. This could be as simple as offering to have a conversation with the reviewer, or offering to make changes to ensure that the situation doesn’t happen again.

It’s important to remember that this isn’t about placating the reviewer, but rather about showing potential clients that you are committed to providing excellent customer service.

#6. Follow up

Once you have responded to the review and offered a solution, following up is important. This could be as simple as sending an email to the reviewer to make sure that their issue has been resolved or it could be as involved as checking in with them regularly to make sure that they are satisfied with the service they are receiving.

No matter what the situation is, it’s important to show potential clients that you are committed to providing excellent customer service and that you are willing to go the extra mile to ensure that your clients are satisfied with the service they receive.

Negative reviews happen, even for law firms committed to serving clients with excellence. The key to ensuring that they don’t damage your reputation and trust with potential clients is to respond to them properly and promptly.

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Reputation management is an important piece of the law firm marketing puzzle. By taking control of your reputation, you can ensure that potential clients see the best version of your firm.

Here are just a few of the reasons why attorneys need to prioritize reputation management.

7 reasons why having a strong reputation is important for law firms

#1. Build trust with potential clients

Whether someone is facing a divorce, criminal charges or a lawsuit, they need to know that they have the right legal representation on their side. And, a big part of the research phase of hiring an attorney is reading your law firm’s reviews.

People want to see that you have a reputation for being knowledgeable and competent in your area of law, but they also want to see that you’re trustworthy. After all, this is someone’s life they’re entrusting to you.

Positive online reviews from past clients can help instill that trust and show potential clients that you’re the right lawyer for them.

#2. Get found online

Not only can a strong reputation and lots of five-star reviews help you build trust with potential leads and clients, but they can also help you get found online.

When potential clients are searching for an attorney, they’re likely to start with a Google search. Search engines use signals, like online reviews, to help rank businesses in search results. This makes reputation management an important part of law firm SEO.

Plus, review sites and local directories, like Top Rated Local®, rank local businesses with higher average star ratings at the top of the results, too.

The more five-star reviews you have and the higher your average star rating, the more likely you are to appear in searches for local law firms. That can help you get found by leads actively searching for your services and attract more clients to your firm.

#3. Stand out from the competition

In most markets and industries, businesses are competing for attention. And in the legal field, that’s especially true.

From online legal services to competing firms in your area, your potential clients have a lot of options when it comes to legal representation, which is why reputation and reviews are so important.

When your law firm has a strong reputation, you can differentiate yourself from the competition and attract more clients.

Plus, reviews are a powerful form of social proof that build trust and generate law firm leads. Every law firm claims to be the right one for the job, but when your real clients say it, it makes a much bigger impact.

#4. Increase your conversion rate

Your law firm leads need to know that they can trust you before they’ll take the leap and hire your firm to represent them. That’s why having a strong reputation can help you convert more leads into paying clients.

A strong reputation can help increase your conversion rate by giving leads the peace of mind they need to know that their case is in good hands.

In addition, online reviews can serve as social proof and help nudge potential clients towards hiring your firm over the competition.

#5. Make it easier to attract top talent

Not only can having a strong reputation help you attract more clients, but it can also help you attract talent to your firm.

If you want to attract top talent to your law firm, you need to have a good reputation. After all, the best lawyers are going to have their pick of firms to work for.

When your law firm has a strong reputation, you can make it easier to attract top talent. Lawyers will be more likely to want to work for a firm that’s known for being the best in the business.

A strong reputation can help you attract and retain the best lawyers, which will in turn help you provide better service to your clients.

#6. Get referrals

If you want to grow your law firm, you need to get referrals. After all, word-of-mouth is still one of the best marketing tools available.

People are more likely to refer their friends and family to a law firm that they know and trust. And a big part of that trust is reputation.

When your law firm has a strong reputation, you’re more likely to get referrals from satisfied clients. That leads to more visibility and paying clients.

#7. Boost your bottom line

A strong reputation can help you attract more clients, which in turn can help boost your bottom line.

The more clients you have, the more revenue your law firm will generate. And a big part of attracting those clients is having a reputation that instills trust and confidence.

A strong reputation can help you bring in more business and grow your law firm.

Having a strong reputation is important for law firms for a number of reasons. It can help you get found online, attract more clients and boost your bottom line.

If you want to build a successful law firm, reputation management should be a key part of your marketing strategy. With the Marketing 360® Reputation app, you can request, manage and respond to your reviews, manage your reputation from across the web and become the highest-rated law firm in your area.

In addition to helping you build a strong reputation, the Marketing 360 attorney marketing platform has everything you need to grow your firm. This includes an easy-to-use website builder, social media management software and beyond.