Every review is an opportunity to sell your business. Think about the way you respond when you discover a negative review about a service that you are considering using. When was the last time you went from seeing a two-star rating to picking up the phone to contact that business?
Lawyer reviews and ratings are the lifeblood of a successful family law firm. Positive reviews increase your firm’s online visibility, add credibility to your areas of practice and encourage more people reach out.
The statistics don’t lie – customers are willing to spend 31% more on a business with five-star ratings and positive reviews.
Unfortunately, simply doing good work and hoping that good law firm reviews will follow, is not enough. The biggest problem with this passive approach is that dissatisfied customers are far more likely to take the time to post a review than satisfied customers. It’s the reality of human nature.
So, you need to be proactive and seek positive lawyer reviews and five-star law firm ratings. But this can be challenging. Plus, many find it unseemly to actively solicit positive feedback. But there are ways to accomplish this in a relatively dignified and business-like manner.
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Here is how to do it, as well as the two things you should never do when seeking four- and five-star ratings:
Timing is everything: The key to getting more law firm reviews is sending out a request. But it’s important to send a request when the client is happiest: right after you’ve won a case, or perhaps after they refer another client or when they tag your law firm in a social media post. Ideally, throughout each case, you should be obtaining regular feedback through a systematic process. After a case has concluded successfully, include a request for positive comments in your final communications. The longer you wait to reach out, the lower the likelihood of clients leaving a review.
Choose the right method: When sending out a request to post a review, there are a variety of methods available: email, SMS, website landing page. The most common way by far is email. Research indicates that 70% of reviews come from post-transactional review request emails. Whatever channel you choose, make sure it is optimized. Add a link to the review site and let them know how long it will take. Our Law Marketing Platform (LaMP) makes requesting reviews easy thanks to a built-in recommendations engine that allows you to request and add reviews in just a few clicks.
Create the right incentive: Everyone’s time is valuable, so it’s good to give your customers a reason to leave a review. However, it is important that you don’t try and sway their opinion beforehand – you want their honest feedback.
Keep the request short, simple, and personal: When sending out your review requests, you’ll want to keep it brief and easy to understand. Also, make sure the note is personalized to each recipient. If the process takes too long to finish, it likely won’t be completed.
Test, measure and adjust: If your firm launches a review request campaign, you can’t just sit back and let things run. To get the best response rates and useful feedback, you’ll want to tweak and calibrate. People’s interactions and experiences aren’t static but constantly changing over time. If you get negative feedback while asking for reviews, respond and make the necessary adjustments.
As for what you should never do:
If you don’t know the answer, don’t ask the question: It’s true in court and it’s just as true when requesting reviews. If you are uncertain that the client will leave a glowing review, skip the request.
Avoid buying reviews: There are services that will sell you 5-star ratings and positive reviews. But there are also strict regulations about false or misleading advertising. Plus, if you get caught, this can destroy your credibility.
WANT TO LEARN MORE? DOWNLOAD OUR DEFINITIVE FAMILY LAW FIRM REPUTATION MANAGEMENT GUIDE
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