When we’ve suffered an injustice at the hands of a company, we want everyone to know about it (right, United Airlines?). That shared outrage somehow makes us feel better, even if the company that wronged us never does anything to make things right.
But when we’re treated well by a company, we usually just keep it to ourselves as our due. And therein lies the reason why it is sometimes a chore to get clients to provide you with positive reviews.
And that will continue to be your fate if you are leaving everything to chance and doing nothing to encourage your happy clients to spread the word.
You are not going to get positive reviews if you are oblivious to their importance.
You are not going to get positive reviews if you believe you’ll “get to it” when time permits.
You are not going to get positive reviews if you don’t ask.
To get positive online reviews, you need a process!
Here are the steps:
- Have an online presence. Get your firm listed on general consumer review sites like Google My Business, Facebook, YellowPages.com, Better Business Bureau, Citysearch, Yahoo Local, Bing Local, Foursquare, Manta, InsiderPages and, yes, even Yelp. Also get listed on legal review sites like Avvo, Justia, Findlaw, Lawyers.com, Nolo, Martindale, LegalMatch, HG.org, SuperLawyers and LawyerCentral.
- Create an internal process for obtaining online reviews. The best way to get online reviews on a consistent basis is to make it a part of your firm’s client management process. Mention the importance of reviews to your firm at intake. Create a form on your website that allows your clients to submit reviews but qualify them first by asking the question, “How likely are you to recommend our firm to a friend or family member?” Those who check the “Very likely” or “Likely” box would then be directed to your firm’s profile pages to leave a review. Those who give a less than satisfactory answer would be directed to another page on the form that asks them to provide feedback on what they would change about their experience with your firm.
- Make it simple for clients to review you. Once you’re sure you have a happy client, get in touch with them via email with links to your top review sites. Give them a few guidelines on what they might want to say in their review that would be helpful to other potential clients. Let them know that online reviews are important to you and ask them to help.
Of course, you’re not going to get positive reviews if your client service sucks. So ensuring your firm is consistently delivering great client experiences is paramount to getting good reviews. Be sure you give clients opportunities for feedback along the way during the case so you can catch any small problems before they become big problems.
Developing “zealot” clients – those who won’t be pried from your firm for love and money and who are the first to refer your services to others – begins at “hello.”
Now you can learn techniques and strategies to quickly build those important, lasting relationships with clients by watching this free webinar – How to Develop Zealot Clients From Hello.
During this free one-hour webinar, you will learn:
- How to quickly cement your relationship with new prospects
- How to control calls and advance the intake without being overbearing or pushy
- How to gain commitment from callers and secure the intake
- A simple naval tactic from the 1800′s and why it is vital to the success of your intake
- The truth about compassion fatigue and how it will impact your conversion
- Simple techniques to improve your tone, voice, inflection and delivery while you’re on the phone with prospective clients
- A linked sequential process to maximize every inquiry opportunity
- And much more!
Who should watch? Intake specialists, receptionists, client liaisons, investigators, attorneys and managing partners who want to learn how to drastically improve conversion through intake.
Register online now for immediate access to this free one-hour webinar at any time.