Reviews build trust
Potential clients often read reviews before contacting a firm. A steady flow of genuine reviews helps them feel confident reaching out.
Ask at the right time
The best moment to request a review is after a matter concludes and the client is satisfied. AI can help write a short, respectful request with a link.
Follow the rules
Some jurisdictions have rules about soliciting testimonials and reviews. Check your state bar's guidance and never offer incentives for reviews.
Responding to positive reviews
AI can draft brief thank-you responses. Don't confirm that the reviewer was a client or reveal any details about their matter.
Responding to negative reviews
- Stay calm and professional
- Don't reveal confidential information
- Don't argue about the facts publicly
- Consider whether responding is wise at all
Confidentiality duties can apply even when responding to a former client's review. Many firms keep responses very general or consult ethics guidance first.
Learn from feedback
AI can help summarize themes from reviews, using text without names, to identify strengths and areas for improvement.
Consistency
A simple, consistent process for requesting reviews helps build a strong reputation over time.
Keep the process simple
Build the review request into your matter-closing routine so it happens automatically rather than relying on memory. A short, respectful message sent at the right moment is usually all it takes.
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