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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