It’s hard to be good all of the time and we understand that occasionally, you just can’t please everybody. That’s why we have a simple process that means a less desirable review needn’t be detrimental to your firm.
To begin with, you should not panic. The odd negative review is completely inevitable as there’s always going to be somebody who isn’t 100% satisfied, even if you’ve given them your best shot. You can make this work in your favour in two ways; having less positive reviews on your profile certainly boosts your credibility as it keeps your feedback realistic and that goes a long way in the name of validity when prospective clients are scrolling through. Secondly, it’s a chance for you to respond and rectify the issue. Whether that’s inviting a client to bring the complaint offline and into the office or responding directly on a thread, you just have to listen and show that you care.
With the right response, 70% of negative reviews can be reversed. Your client will either accept your resolution, remove their complaint, or change their review and leave you with 5-stars in light of your expert handling.
If this isn’t the case however, there’s a couple of things that you can do.
If a review directly breaches our family friendly content policy (use of bad language, for example), you can report this review to us and our team will look at it within the hour – although most of the time, it only takes about five minutes. We can then take the comments down and permanently block the user to prevent this from happening again.
If the review is defamatory or comes from a client on the opposite side of the transaction, this can be reported via your user dashboard. We will remove the review instantly from your profile for 14 days whilst we carry out a process of verification. This involves the reviewer confirming a name, address, whether they stand by the review and if they were a genuine client (if they were not a client they will not be able to provide this information and the post will therefore be permanently removed).
You will need to submit a defamatory request to us to start this process. All of the information that is required to be within the complaint is provided here. This is where you should submit your complaint too.
With ReviewSolicitors, you get the level of control you need to be sure that your reviews are always going to have a positive impact.