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Read More →Get More Client Reviews for Your Law Firm
Every firm knows the importance of client reviews. They bolster trust, improve visibility, and influence potential clients’ decisions. Yet, for lots of firms, generating consistent, high-quality reviews feels like an uphill battle.
The truth is, most firms are stuck in the habit of asking for reviews only once a case is resolved. While that’s a good starting point, it’s far from enough if you want to build a steady steam of client feedback, or compete from a local SEO perspective (i.e. GBP Local Map Packs and Local Services Ads). A way to rethink the review request process is to go beyond the ‘case closed’ moments.
Reviews can be requested during multiple stages of the clients’ lifecycle, helping to ensure you’re capturing feedback, and generating consistent reviews, during the most meaningful points in their journey.
Some key moments include…
- After the intake process
- Following the initial consultation
- When signing the retainer agreement
- In the middle of the process
- When thanks or gratitude is expressed
- At case resolution
Some firms have clients who hesitate to share public reviews due to privacy concerns. Here’s how to approach this challenge.
-Let clients know they can leave reviews without sharing personal details. They don’t need to go into the specifics of their case. Rather, have them focus their feedback on your level of professionalism and responsiveness.
-Ask them to leave reviews based on the service received. This is why it’s so important to ask for reviews during varying stages of the client journey. Was the intake process smooth and frictionless? Did you give them case updates, timely feedback, and what to expect regarding next steps? Were invoices accurate?
-There’s also the art of asking prospective clients who you don’t retain for reviews if you’ve gone above and beyond to point them in the right direction. Not everyone who contacts your firm is an ideal client. And if you took the time to make sure these individuals don’t wander aimlessly after speaking with you, you’ve earned the right to ask them to share that feedback with the public.
To ensure consistency, systemize your review requests across your team.
1. Use automated reminders. Leverage email and SMS tools to send requests based on key milestones in your client’s journey.
2. Provide your staff with pre-approved scripts or templates for requesting reviews and different client stages. Bonus points if you also put processes in place to respond to both positive and negative reviews.
3. Incentivize your team. Make it fun. Reward team members who actively secure reviews as part of their client interactions.
4. Make it easy. Simplify the process. The fewer steps clients need to take, the more likely they’ll complete a review.
Reviews aren’t just about your reputation…they’re an essential feedback loop and a critical piece of local SEO. Analyzing them not only helps you identify gaps in your client experience, and refine processes, but ultimately, offers insight into how you can deliver world-class service.
Deepening your understanding of your clients helps you shape a client experience that sets your firm apart from the competition.
And when you do that, you’ll not only generate more reviews, but uncover valuable perspectives that can transform your practice and business.
