It’s Not What You Say…It’s What Other People Say

We’ve all heard the saying that it’s not what you say, but what you do that matters. These days, it might be even more accurate to say that it’s what others say about you that matters most – and that can have big implications for how you attract clients.

Of course, providing excellent legal service is the foundation of building a strong brand. But more and more often, people looking for legal services are turning to online reviews before deciding which law firm to hire.

According to a recent study conducted by FindLaw, 63 percent of individuals looking for an attorney indicated that they would like access to reviews from former clients before making their decision. And in BrightLocal’s Consumer Review Survey, nearly 90 percent of consumers trust online reviews just as much as personal recommendations.

The good news is that building a strong online reputation may be easier than you think. Here are three suggestions to help you encourage clients to leave public reviews about your firm:

  1. Ask clients directly. If you have recently wrapped up a case, send your client an email asking if they would be willing to leave a public review.
  2. Make it easy for clients to leave a review. Include a link to your Google business listing and Facebook business page on client communication.
  3. Let clients know why reviews matter. It can help to let clients know how much you personally value their feedback. Be sure to also let them know that other people who need legal help appreciate hearing that same feedback.

Once clients start leaving reviews, don’t forget to follow-up. You likely do not need to publically respond to every positive review, but the way your firm responds to negative comments can send a powerful message to potential clients. If you do receive a negative review or comment, be sure to respond politely and quickly. You might say something like “We work hard to provide exceptional service to every client, and we’re sorry that we missed the mark this time.”

As you can see, it doesn’t take a significant amount of effort to manage your online reputation. By following these simple guidelines, you can help turn positive client experiences into new business for your firm.

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