Customer reviews should be a priority in any marketing plan to build relationships with clients and establish your business as trustworthy. Users are now, more than ever, relying on other customer’s opinions about products and services before making a purchase. According to a 2013 BrightLocal study, 70 percent of reviewers said positive customer reviews make them trust a business more.
For attorneys, client reviews and testimonials are an essential part of any marketing plan. A large part of word-of-mouth referrals are being replaced by review sites like Yelp. By doing a quick search, your potential clients can see what others have said about you and your business, and this can make or break their decision to call your firm with interest.
Encourage Clients to Leave Reviews
In general, the only customers who leave reviews are those who are dissatisfied. It is important to encourage clients that you have helped to leave reviews about your legal services. Make sure there is an area of your website that links to where clients can leave reviews, and ask in person! Even sending out a link in your emails asking for online reviews can be helpful. It is especially important when a client expresses satisfaction with your service to ask them to tell everyone about it by posting a review online. A truly satisfied customer will have no problem singing your praises for the world to see.
Respond Immediately to Bad Reviews
There is no foolproof way to avoid bad reviews, but the best way to deal with them is to address the head-on. Ignoring bad reviews will make it look like you do not care if a client has a problem. Respond to bad reviews gently and genuinely- make sure the disgruntled client knows you care and want to remedy the situation. We recently had a legal firm that received a bad review from a client that was dissatisfied with an apparently rude office staff. Our client reached out to this customer on social media, responding to his concerns and offering to give him a call to work it out. They spoke on the phone, and the client voluntarily took down his bad review and replaced it with a positive one. Angry or displeased clients simply want to know they are being heard. Responding and attempting to remedy bad reviews will show any potential clients reading your reviews that you truly care about every single one of your customers.
Attorneys Online, Inc Offers Comprehensive Legal Marketing
At Attorneys Online, Inc, our staff of legal marketing experts can set up a Yelp or other review page for your legal business, as well as help you monitor reviews and alert you to negative reviews that may need a response. We can help you take your legal website to the next level and strategize your marketing campaign to reach out to potential clients. Schedule a consultation with us today to see what we can do for you, and read more about our marketing services on our website.