Each client engagement can significantly impact your firm's standing, and hopefully bring in new ones through referrals. Therefore the strategic utilization of your CRM (Client Relationship Manager) to automatically solicit reviews and feedback is not only innovative but essential. This process transcends mere opinion collection; it's about systematically protecting and promoting your law firm's reputation. By harnessing the capabilities of your current tech stack, you can transform simple and manual routine review requests into automated reputation management and client engagement, elevating your firm's relationships to new heights.
Step 1: Timing is Everything
Understanding the best time to request feedback is crucial. Whether it's post-consultation for our immigration firms out there, or at different stages of the lengthy case management process for firms like intellectual property, the timing can significantly influence the kind of feedback you receive. Consider this: You're not just asking, you're connecting. Maybe try touching base at 30, 60, and 90 days, tailoring your questions to each phase. It's a check-in to ensure everything is aligned for success.
Step 2: Crafting the Perfect Ask
How you ask for a review can make a world of difference. Do you just fire directly with a Google review link, or start with a survey to feel the pulse? Using conditional surveys can be a game-changer, letting you gauge the mood before asking for that public review. You can also ask additional questions which create data points about your process.
Step 3: Navigating Through Feedback
Positive reviews? Great! But what if it's not all glowing? This is where your automations become your ally in damage control. You need a solid plan, whether it's allowing them to automatically schedule a follow-up call or crafting a thoughtful response. Remember, every piece of feedback is a step towards improvement. And if you give someone a sounding board for their issues, it may prevent a problem in public.
Step 4: Choosing the Right Review Platforms
Know where your clients are looking. Start with Google, but don’t overlook other platforms (and keep an eye on rising stars like Apple Business reviews). It's like fishing where the fish are — you want to be visible in the waters where your clients swim. And once you've nailed one platform, gently guide them to spread the word across others. And hey, why not ask for video reviews once they’ve submitted a written testimonial to Google?
Step 5: Showcasing Your Reviews
Once you’ve gathered these testimonials, it’s literally “show time”. Use them wisely across your website, and recreate them as graphics for social media platforms like Google Business, Instagram, or LinkedIn. Think of these reviews as your personal success stories, each one painting a picture of your firm's excellence. And if you’re able to get video reviews as well… *chef’s kiss*...sky's the limit on how you can display those testimonials.
Step 6: The Forgotten Art of Review Analysis
This step is about tuning into the feedback. You’ll obviously want to say thanks for the good ones and address the negatives promptly, but it’s just as important to keep an eye out for patterns. Collecting survey results throughout your process allows you to group results based on milestones within your process. All of this feedback and insight can be used to adjust your workflows and continually improve your business.
Your Action Plan
Remember, your CRM isn't just an intake tool, it can also be your partner in sculpting your firm’s reputation. Every review is a brushstroke in the masterpiece of your legal career. So, let’s use it wisely, strategically, and with a vision for growth that resonates with every client you serve. Ready to turn your CRM into a review-generating machine? Let our team transform the way you gather feedback and build an ongoing process that brings in those valuable reviews consistently.