Your raving fans are the best people to ask for reviews of your law firm. The ones who were so worried that their aging mother would not be able to qualify for Medicaid or who could not imagine how or if they would be able to legally prevent an adult child from squandering a small fortune. A review of the firm’s client list will jog your memory if you don’t remember the top 50 raving fans.
Next, consider who these raving fans are and their level of comfort and skills with social media. Someone who spends a lot of time online is going to be more comfortable with posting a favorable review on a site like Facebook, Avvo or Google My Business. A client who is barely comfortable with email (and yes, there are still those people) or one who is extremely private may not want to participate.
A third type of client will be more comfortable simply sending you an email about their experience with the firm and be willing to let you post it on your website in the testimonials section. Ask for permission to use their review and their first and last names or if they would prefer just their first name and last initial. Offer the option to post the review as anonymous if that is their preference. Be sure to follow your state bar’s guidelines for maintaining client privacy and complying with terms of professional ethics.
Above all, you want your clients to be excited about sharing their positive experience with the online world. If you sense any reluctance, let it go—we’re certain you have plenty of clients who would be happy to do so.
There may be some attorneys who ask for reviews while they are working with clients, but we don’t think that’s the best way to go. For elder law and estate planning law firms, we recommend that you ask for reviews after your matter has been concluded. Don’t wait too long afterwards—maybe a week or two—and then ask.
Here’s a thought for those of you who are really dedicated to customer service as part of your practice. Consider having one of your team members contact clients a week or two after your work for them has been concluded for a client satisfaction follow-up call. This would be an ideal time to ask if they had any questions, if all of their concerns were addressed, and how they felt about their experience with the firm.
Not only does this provide the perfect opportunity to ask them about providing a review, but it also allows you to identify areas of your firm’s strengths and weaknesses. If, for example, more than one client says that they were not happy about how long it took for questions to be answered, then you will know that your team needs to do a better job of educating clients about how long it takes for a lawyer to conduct research. If you hear rave reviews about your administrative staff, you’ll know that there’s a great team in place.