As a law firm owner, you’re always looking to stand out from the competition and attract more clients—but how can you make your business shine?
Customer feedback is one of the most powerful tools in your arsenal, enabling you to showcase what makes your services so special. Especially in today’s digital world, reviews are essential in demonstrating the quality of legal service that a firm provides.
In this episode, Curtis Davey joins us to share his tips on how to leverage customer reviews for maximum impact and help boost your law firm’s reputation! From understanding why customer feedback matters to learning about ways to ask and respond authentically, get ready for an inside look at how to make sure every interaction helps further grow your firm.
If you want to learn more about how customer feedback is a powerful method to attract new clientele and improve your service, then this episode is for you.
Curtis: “If the customer has been having a great experience throughout this, don’t be shy to ask for that review.”
Curtis: “Remove as many barriers as you can to that customer to make it easy for them to leave that review.”
Curtis: “If you can create an experience where they’re having a smile on their face or they’re telling their friends or they’re looking at that cactus on the wall and always thinking back to the amazing service you’ve provided them, that’s going to stick with them.”
Moshe: “You have to provide a great experience first, and then add surprise and delight to that as the icing on the cake.”
Curtis: “What I think law firms and lawyers need to understand is that their industry is no different. It’s important to get reviews. It’s super important for customers to see reviews from other customers to know that a firm is providing great experiences and great value and certainly a great outcome.”
Curtis: “If you have a real negative review, and it’s from a real customer and you’ve responded to it, the best thing you can do is bury it. Bury it with good reviews. Bury it with five-star reviews. Bury it with positive experiences from other customers.”
Curtis: “Bad reviews are going to happen. Don’t shy away from them.”
Curtis: “If you make it a focus for how you do business, not only will your employees try harder and provide better experiences. Not only will customers flock to you in droves because they see how great the work you’re doing for other people. But you’ll also improve operations. You’ll improve morale. Reviews are things to be celebrated internally.”
Curtis Davey is the founding Partnerships Manager at NiceJob - a reputation marketing platform that helps law firms capture reviews and referrals automatically from their clients at various points in the customer journey. Curtis works closely with partners to help them build exceptional customer experiences, amplify the voice of their customers in ways that grow their practice and automate more of their operations so that law firm owners can spend more time with family and growing their practice.
Connect with Curtis on LinkedIn.
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