Client feedback is crucial for law firms looking to stand out and build trust with potential clients. However, many firms hesitate to collect reviews due to common misconceptions. Adam Hall (pictured), head of partnerships at ReviewSolicitors, debunks some of these common myths and reveals the facts:
❌ Myth: Collecting reviews takes too much time and effort
✅ Fact: Review collection can be automated through your case management system.
Law firms don’t need to spend a lot of time collecting reviews. By integrating review requests into your case management system, you can automatically prompt clients for feedback at the conclusion of each matter. This seamless approach ensures that you capture valuable insights without disrupting your workflow.
❌ Myth: Collecting reviews on generic sites like Google or Trustpilot is enough.
✅ Fact: Legal-specific platforms offer more accurate reviews.
While platforms like Google and Trustpilot are widely recognised, they aren’t tailored for the legal industry. These generic platforms allow anyone to leave reviews, whether they’ve been a client or not, which can compromise the accuracy and trustworthiness of the feedback. On the other hand, legal-specific platforms like ReviewSolicitors ensure that reviews come from verified clients, offering a clearer reflection of your firm’s performance and fostering greater confidence among prospective clients.
❌ Myth: It’s against the Solicitors Regulation Authority (SRA) rules to request reviews.
✅ Fact: The SRA encourages collecting client reviews in the legal sector!
The SRA actively encourages law firms to embrace transparency and accountability, as highlighted by their recent pilot scheme demonstrating how client reviews can improve transparency in the legal market. Collecting and displaying reviews on independent, third party platforms aligns with the SRA’s focus on openness, helping clients make informed decisions when choosing a legal service provider.
❌ Myth: Negative reviews will ruin my reputation.
✅ Fact: Negative reviews can actually enhance the credibility of your overall rating.
It’s natural to worry about negative feedback, but an occasional critical review can work to your advantage. A mix of positive and negative reviews makes your profile more authentic. How you handle a negative review matters even more, responding with empathy and professionalism can turn it into an opportunity to build trust. A well-handled review might even convince a potential client to choose your firm, showing that you’re responsive and focused on client care.
Conclusion
Client feedback is a powerful tool for law firms. Platforms like ReviewSolicitors make it easy to collect real reviews that accurately reflect your services. Don’t let myths hold you back, embrace client feedback to strengthen your reputation and grow your business.
This post is a paid placement by ReviewSolicitors, proud sponsors of the Yorkshire Legal Awards 2025.
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