Best Practices for a Manage Online Reviews
Maintain Your Listings
First
and foremost, claim your listings and complete your profiles. If anything
changes, such as your address or phone number, then keep your listings up-to-date.
Respond to Reviews
Whether
a review is positive or negative, you
should always respond to it. By responding, you are demonstrating that you are
actively engaged with your clients and that you care about your online
reputation.
Responding to Positive Reviews
Responding to Negative Reviews
Of
course, the best way to avoid a negative review is to give your client’s the
best service possible. In other words, in time, you are bound to get a negative
review.
When
responding to a negative review, don’t let your pride get in the way of
responding professionally. Also, invite the reviewer to contact you privately
to address their concerns.
Responding to “Black Hat” Reviews
For
some of our customers, we deal with “black hat” reviews from persons who are
not genuine clients of the lawyer or the law firm. These persons pose as a
client to leave bad reviews.
Some of
these persons may be the party on the other side of the case or their friends
or family. Sites such as Yelp and
Facebook aren’t very helpful in removing black hat reviews. If you can’t get
the review removed, then here is a sample professional
response to a black hat review that alerts other readers that the review isn’t
genuine.
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