If you’ve been in the business long enough, your legal firm will likely receive one negative review. Even if you’ve received hundreds of five-star reviews, there’ll be a time when unhappy people will write unflattering thoughts about your services in law. It’s just the way of society and the world we’re living in. If this happens, the way you react will determine the outcome.
First, you must remove the complaint online using politeness. If negative feedback about your law firm has been posted through Google, Facebook, Yelp or any other third-party platform, It is crucial to correct it immediately. Keep it from sitting for too long, which could cause potential clients to have negative impressions of your company. Put it down quickly and professionally.
Here are five suggestions for dealing with negative reviews of law firms:
- Verify that the person was a customer.
- Accept a negative review with an immediate and courteous written response.
- Make a plan for resolving the reviewer’s error.
- If you’re having a long-term issue within your law firm, take action to fix it.
- There are a ton of reviews.
Let’s take a look at each of these ideas.
1. Law:Confirm That The Person Was A Client
Examine your files to confirm that the reviewer is an actual client. If so, take note of the nature of the instance, as well as the time and the resolution. You should be familiar with the issue in question.
If the review was not a mistake and was written by a person the law firm you work for never represented, there are a few options you could take action. It’s a hassle when this happens. However, there are a lot of law firms in existence, some with similar names. Sometimes, people are frustrated and leave reviews scathing about the wrong firm.
2. Acknowledge A Poor Review With A Prompt And Respectful Written Response

Negative Law Firm Reviews.
If the reviewer is an actual customer, respectfully address the reviewer’s complaint and invite them to have an offline conversation. Avoid getting involved in an online debate. It’s essential to respond politely and professionally, even if the criticism is unjust. It could be something like the following:
“Thank you for your time, Edward, for taking the time to discuss our concerns. I can see that we have represented you in 2023. We’re sorry for the disappointment that you have felt because customer satisfaction is a top priority for us. If you’d like us to meet in person to determine if we can solve this issue.”
If the reviewer is not a customer or a customer, and the comment was posted incorrectly, you could respond with something like this:
- “I thank you for your concern, Edward. After reviewing our documents, I’ve discovered we need to have a history of representing you as an individual client. There is an apparent error.”
- It’s challenging to convince most third-party platforms to erase the negative review. But if you’re willing to try, particularly if it was posted by someone you’ve never met, most review sites offer ways of contesting assessments.
- In addition, it’s extremely difficult to get a negative review removed. However, getting lucky is possible, especially if your review was an error.
3. Create A Plan To Rectify The Reviewer’s Issue
If the reviewer’s problem is easily fixed, then take steps to rectify it. For instance, they didn’t receive a response call, maybe the mail was delivered to an incorrect address, or it could be that they felt they weren’t receiving the care they had hoped for. Any of these issues can be addressed with customer support and outreach.
If the complaint is valid and complicated, develop strategies to communicate with the customer and address the problem at their pleasure you can.
4. If There’s A Chronic Problem Inside Your Law Firm, Fix It
If you’ve received multiple negative reviews regarding this same problem, there is likely internal staffing or process problem that needs to be resolved. Employees may need more education on how to use the phone. Your software for client intake, as well as your case management program, needs upgrading. You may be taking on cases you don’t have enough staff to manage effectively. Whatever the situation is, you must address the issue promptly. If you don’t, you’ll be a victim of negative reviews, which will affect your reputation online for many years.
5. Get Lots And Lots Of Reviews
The best way to handle a negative review is to plan for it before it happens. The effect of a negative review will be less when you have several considerations. Make sure to request reviews from happy customers frequently. Find ways to automatize the procedure of soliciting reviews. You can also ask for client reviews before you give them a settlement check. The more reviews you can get, the more favourable.
If you have only one or two favourable reviews, one negative one is more significant. If you have 50 positive studies, any negative review will appear as a small blink in the display. Imagine looking up the star rating on Google. Let’s imagine you have five reviews. Four are 5-star reviews, and one of them is 1-star. The mean score would be 4.2. But, if you’ve got 50 reviews–49 of them are 5 stars, and one is a 1-star review, your score will be 4.9. It’s due to the effects of diluting. Many positive reviews diminish the negative impact of an examination. The best way to get rid of a negative review is to gain more positive reviews.
Look On The Bright Side
Keep in mind that everything can be an opportunity in the marketing field. Even a bad review of a law firm could be handled with grace and a professional manner, and it will encourage you to insist on getting lots of reviews. This will ensure that your firm has a solid online presence and is well-known to prospective clients.
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