By now, you’re probably aware of how important client reviews are in building your law practice. With people increasingly viewing online reviews as personal recommendations, it’s more important than ever to generate, monitor, and respond to your firm’s online reviews. While it may be tempting to put this off, making it a habit to request client reviews and respond to them will allow potential clients to view you as genuinely invested in the client experience. Here are some ways to take the client review process to the next level.
Make the Review Process Super Easy
The last thing a client wants to do is fill out a long, involved survey about their experience. Instead, streamline the review process by condensing your invitation into a simple question or two. For instance, sending an email that simply asks, “How would you rate your experience?” and providing a scale of zero to five stars allows clients to respond in a matter of seconds. Then, linking their response directly to a review site (Google My Business, Yelp, etc.) enables them to jot down a sentence or two directly on the site. The simpler and more convenient you make the review process, the more likely it is that clients will respond.
Strike When the Time is Right
You don’t need to bombard every client with a review request. In fact, doing so may backfire, leaving you with halfhearted or even negative reviews that you’ll then have to handle. Instead, identify moments when asking for a review feels natural. For instance, if you’ve just helped a client obtain a settlement, tell them how much you’ve enjoyed working with them and ask them if they’d be willing to leave you a review. By framing the review request as a helpful tool to help you grow and better your legal practice, your clients may be more inclined to provide thoughtful feedback.
Respond to Client Reviews
While many people assume that they only need to address negative reviews, those who take the time to comment on positive reviews tend to be viewed more favorably than those who don’t. When potential clients read online reviews, they also consider how the law firm handled the reviews—were they professional? Did they acknowledge the positive comments? Potential clients gravitate toward law firms that seem genuinely invested in their clients’ well-being. So, take the time to respond to the reviews you receive.
Learn more about harnessing the power of client reviews by calling Upsource at (800) 893-2590 today.