How to handle a negative review
Reputation Management is more relevant and necessary than ever before. It takes only a second to speak poorly about a company. One bad review will leave it’s mark and be associated with your law firm forever online. While you want to try to provide outstanding service so these bad reviews will be avoided, sometimes it is impossible. A person is a lot more likely to write a
bad review than a positive one, simply because they want others to be aware of this experience and want to share their opinion on a public platform that is uncensored. So what do you do when you receive a negative comment?
Do not panic….it is rare to a have a perfect 5/5 rating on any online platforms. Chances are one person gave a review less than perfect. It is almost inevitable. No matter how hard you work, everyone has different expectations. Read the review thoroughly and try to understand where the customer or client is coming from. You want to put yourself in their shoes and see why they weren’t 100% satisfied with the service. Recall the situation and all the facts involved.
The most important step is to respond. But there are a few important things to keep in mind before defending your firm. Do not accuse the client or customer of lying. You have to acknowledge that you are very sorry they were not happy with their experience. It is best to first apologize and then ask if you can reach out to them privately to discuss this issue. Do not hash it out in the comments. This way you can try your best to resolve the issue privately. If the client accepts, reach out to them privately by a direct message or calling them. Show them that you truly are sorry and let them know you want to reconcile the situation.
Sometimes you will receive a complaint from a irate complainer. In this case there is nothing you can do since this type of customer will never be pleased with any service they receive. It is always acceptable to backup your response with facts and quantifiable data that documents the situation at hand. You cannot win every fight, so pick your battles wisely. But first and foremost always monitor all your online reviews. This way you will be able to respond timely and properly.
Also, encourage your happy clients to write reviews! A positive review is a affirmation that you are providing the best service possible!
Eric Elliott is a marketing and creative professional and serves as Principal for VIP Marketing and Advertising an integrated marketing agency, Principal of Craft Creative and Editor of The Legal Ad Journal, based in North Charleston, SC.
In 2018 his advertising agency, VIP Marketing and Advertising received notoriety as one of the top 400 branding agencies in the United States by Clutch. When Eric isn’t working on an ad campaign or creating the next advertising masterpiece for his clients he spends time with his wife and children. He enjoys consuming social knowledge and attending marketing conferences. He is currently focusing his energy toward his podcast The AdCast and publishing a self-help memoir. You can reach him at Eric@heyimeric.com or various social media sites like Facebook, Instagram, Linkedin, Snapchat.