Responsorial: How to Communicate with Reviewers Online

Generally speaking, there are three types of reviews you’ll get online: great, middling and poor. You can ( and perhaps, should ) respond to every last one; but, each one requires a different level of tact. If you’re given a poor review online, you’re likely to be pretty peeved ; but, you can’t respond in kind, or release client confidences (ethics rules, people!) – instead, you need to be diplomatic . Remember this reviewer already hates you, so you’re writing a response for your next potential client to see . So, you can express your regret over what happened, talk about how your law firm strives to assist clients in whatever way it can, and let the review er know that they can reach out to you to address any issues they had with you . It doesn’t matter if they never call (and, hopefully: they won’t ) , because you’re composing this for your next set of clients . The more measured, balanced and thoughtful you sound, the more s...