Interesting and well worth a read.. Here’s the intro
But negative online reviews can be even more valuable than positive reviews. Former clients that leave reviews, even bad reviews, show that they care about your business. They provide constructive criticism that can help guide your business decisions moving forward. Plus, negative reviews give you a chance to respond in a proactive way that shows the former client (and prospective clients) that you care about their experience.
A negative online review left unattended, however, can be a black spot on your digital presence. There are a number of strategies that will a negative review doesn’t damage your law firm’s reputation.
1 | Acknowledge
When a former client leaves a bad review for their law firm, there are two wrong responses. The first is to ignore the bad review. The second is issuing a denial or defense for your law firm. Both show a lack of respect for the client and could further tear at your firm’s reputation.
Instead, you should take the negative feedback as a form of constructive criticism. Clients who spend the time and effort to review your services care about your business. Publicly acknowledging the issue and thanking them for their feedback reciprocates this effort in a positive way.
When responding, dig deep into the review to determine what the real issue is. If the review is vague, such as “Don’t go here!” or “Worst Ever!!!,” ask the reviewer to explain their issue in detail. Sometimes, it is easier to leave a number for them to contact your office. If you have contact information for the client, you can also give them a call or send an email to see if you are able to help with the issue. Clearing up any misunderstandings or confusion is the first step to a resolution.
More at http://nationaljurist.com/lawyer-statesman/how-should-lawyers-respond-negative-online-reviews
