Tips to Help Increase Client Reviews for Law Firms
Having quality client reviews for law firms is vital for the reputation of any business, but especially for law firms. The importance of client reviews for law firms relies heavily on relationships, confidentiality and the success of the case. In many cases, clients place great trust in their attorney to handle their personal and sensitive information. As more and more potential customers conduct independent research, these best practices will help your business market itself.
Tips to help your business improve the quality of your customer reviews:
1. Just ask your customers for feedback
Your customers are busy. As a lawyer, you know very well how easy it is to get caught up in work, personal goals, or family life, and so do your clients.
You also can’t assume that your customers know how to write a review or where to go. If the instructions for writing reviews aren’t part of your admissions process or marketing strategy, your clients may simply not know the proper steps.
2. Automate the process
Integrating software to create client review generation processes for law firms has never been easier. Think of the admissions process as your initial point of contact for obtaining information about each of your clients. Admission is where you should collect contact information, demographics, and customer-specific information. Improving your intake process and tailoring your reach to your clients will generate better return on reviews in the long run.
3. Target satisfied customers
Always strive for the five star review. If you are at the start of your campaign to generate more reviews, you might want to prioritize quality over quantity. The goal should never be just to get advice. Your goal should be to increase reviews AND make sure they are all five stars. To make sure your reviews are always five stars, keep track of customers who repeatedly praise you or those you have had a long relationship with and create messages you can easily send them.
NPS (net Promoter Score) survey. Another way to increase positive reviews is to implement a Net Promoter Score (NPS) survey. An NPS survey measures customer satisfaction based on a variety of questions or categories. The possibilities for collecting information with an NPS survey are endless. To target positive reviews, be sure to include questions about how satisfied your customers are with your service, areas for improvement, and most importantly, would they recommend you to others.
Based on the responses, you can select the customers who gave you high ratings and invite them to leave you a review. Keep in mind that if they took the time to complete the survey, they are more likely to write a review. To increase the chances that your customers will take the next step to writing a review, try following up within a few hours of receiving their NPS survey.
The NPS survey is another process that can be automated and sent out on a quarterly basis or at any desired frequency.
4. Be personal
If you have a great relationship with your client, the request from you will have more action than the request from your intern.
Over time, you build strong relationships with your customers. Some are great working relationships and others can be more personal. Maybe you have similar interests or your children are both at the same stage of life; you have found something to bind you. If your customers share this kind of information with you, they trust the relationship and your work.
In addition, these customers were in the prospect’s place. They know the process of finding a good lawyer before they find you. If you personalize your review request and emphasize that it will help you continue to support others like you did them, they’ll be more than happy to write a positive review.
5. Make it easy with templates
Having multiple steps in the review process can hijack client reviews for law firms. If they take the time to submit a review, don’t make it difficult for them. Creating a template or having prompts allows you to control the narrative of the exam. Plus, customers will appreciate having a guide to the type of positive review you’re looking for.
6. Give them options
To increase the likelihood that your customers will leave a review, give them multiple platforms to leave a review. You can easily create a section on your website, Facebook, and of course, a direct link to Google. By not limiting where your customers can leave a review, you allow them to choose a platform that they are comfortable with.
7. Use review sites to repost
If you are not familiar, there are client reviews for law firms that are created based on various categories on well-known websites. Think Avocats.com Where Avvo.com which are specifically designed to help potential clients find attorneys around the world. There are pros and cons to these platforms as they create a profile for your law firm that you need to claim. This is another platform that you can take advantage of, but you might need to keep the information or rely on the website to do it.
8. Ask permission to post great reviews on your homepage
Showing customer reviews or testimonials is a common trend on many website homepages and gives potential customers an overview of your business without having to visit other sites. A good practice is to include an option in your review form for customers to consent to posting their reviews on your home page. If a customer’s review is from another source, be sure to contact that customer and get written permission to post the review.
Client reviews for law firms can be hard to come by, but adding an incentive to your request can sweeten the deal. Budgeting a few hundred dollars a month to hand out five- or ten-dollar gift cards for customer reviews could generate a greater ROI.
Another option is to donate by notice to a non-profit organization of your choice. In your review request, let your client know that by sharing a positive review, you will be donating a set amount of money to an organization in need. This approach will inspire the customer by allowing them to support not only your business but also a needy nonprofit organization. Think of it as two birds, one stone!
10. Emphasize the importance of client reviews for law firms to your employees.
Getting advice should always be a team effort. Client reviews for law firms represent every lawyer and staff member to potential clients. Receiving positive customer reviews comes down to great customer service. It is important to instill customer-centric values and practices in your business from the start. If you have a team with a common goal of keeping customers happy, increasing positive customer reviews will be a snap.
Collecting client reviews for law firms is not always easy and it is not the client’s fault. As mentioned, clients may not understand how important an online exam is to your practice. By using these tips and creating an action plan to streamline the review process, positive reviews will flow.