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Do’s and Don’ts – Responding to Client Feedback

The way you choose to acknowledge client feedback is very telling – it’s a preview for your potential clients about what to expect should they hire you. Are you responsive and dependable? Do you care about client service? Keep these Do’s and Don’ts in mind when responding to your clients’ reviews.


Don’t:

Ignore It

Do:

Address the comment directly

One review can have a significant impact unless you do something about it. Responding lets you provide your side of the story and turn that negative into a positive.

Don’t:

Wait to respond

Do:

Respond quickly

Try to respond within one business day. The sooner you address the review, the sooner potential clients will see both sides of a situation, complaint or praise.

Don’t:

Respond only to the reviewer

Do:

Respond with your future clients in mind

Your response is not only for the person who wrote the review, but for everyone else who will read it in the future.

Don’t:

Be defensive or combative

Do:

Be honest

If you made a mistake, it’s okay to acknowledge it and express your commitment to resolve the issue. Potential clients will appreciate that more than a response that is defensive or combative.

Don’t:

Avoid corporate speech

Do:

Express empathy

Leaving out corporate speech such as, “according to our agreement” or “the document that you signed stated” shows future clients you care and want to resolve any possible dispute.

Don’t:

Be Impulsive

Do:

Read your response before posting

Ask yourself, “Does this response make me more likely to contact this law firm?” If not, keep working on it until the answer is yes.

Don’t:

Ignore the positive

Do:

Say “Thank You!”

Acknowledging positive feedback represents good customer service and gives you the added opportunity to promote your skills further.

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