When it comes to your law firm's reputation online, communication is essential. Past, present, and future clients use online reviews to understand your firm and other clients' experiences. These reviews, and your responses to them, can determine whether a client selects you or whether they go with a competitor. Whether you’ve received positive or negative feedback online, you need to respond quickly and effectively.
Responses aren't just about managing your online reputation. They can directly impact your firm's visibility because your responses can show that you are engaged with your clients and listening to their needs. In fact, the quality and quantity of reviews and responses can affect where your firm shows up in local search results on sites such as Google. That means when you’re garnering online reviews and engaged with them, it can have a meaningful impact on where your firm shows up.
Timing Is Everything
When it comes to online reviews, people value current information. They’re generally looking for reviews and responses within the past few weeks, and they tend to place a lower value on older reviews. That means that recent reviews, whether good or bad, will tend to have a greater impact on potential clients. This trend has only grown over time, with more people turning to more recent online reviews before choosing a business.
To stay engaged with your audience, including potential clients, you need to ensure that you’re actively responding to online reviews and that you’re up-to-date on your reviews. By responding promptly, you’re demonstrating that you care about your clients as well as customer service.
Negative Reviews Don’t Mean Negative Results
Negative reviews are part of running a business. It’s how you deal with them that matters. While clients and customers may be more likely to leave a review after a negative experience than a positive one, there are a few ways you can manage how they affect you.
The first is understanding that as you encourage more reviews, you are likely encouraging more positive reviews. When you ask clients to leave feedback, they’re more likely to leave positive feedback than negative. That means that as your number of reviews grows, it may more accurately reflect how your firm operates. If you don’t encourage reviews, your online reviews may be more negative, and your business may suffer. By encouraging honest online reviews, you’re building trust and helping people understand what you do.
The other thing to remember is that clients and customers appreciate when a firm responds to a negative review. It helps build trust between your firm and the customer, and it also demonstrates that you’re listening to your feedback. That matters to potential customers who might otherwise be put off by a negative review. By responding, you're showing that you're willing to address client concerns, and those who left the negative reviews may be willing to update their views.
Engage With Clients Today
Responding to online reviews is a critical part of business these days. Client Chat Live can help you develop the engagement and trust that your firm needs. To learn more, contact us today. Call us at (808) 495-0231, contact us through our online form, or chat with us on our website now.