Woodland Hills personal injury attorney Barry P. Goldberg tries to deliver 5 Star customer service to every client in every case. Clients are now accustomed vendors and businesses that are sensitive to customer service and they are not afraid to review those vendors and businesses online. Lawyers and law firms must now navigate the world of online reviews— whether they like it or not. However, in the end, all the analysis boils down to one thing—5 Star reviews must be earned. “My feeling is that you should be transparent and reviews matter.”
Barry P. Goldberg Provides the “Secret” to 5 Star Reviews: Treat Your Clients Well.
In the Law360 Article “3 Ways Injury Attys Can Make The Most Of Online Reviews” published on March 5, 2018, Barry P. Goldberg is quoted extensively regarding customer service, the need for positive reviews, and how to get those reviews. While it may be obvious, “a client who does not receive good customer service from a personal injury attorney will be loath to write a favorable review.” Therefore, “educating a client about how the lawsuit will play out, taking and returning client calls promptly and charging fees that are fair and reasonable are the foundation to generating positive reviews.”
Although it is great to post fantastic verdicts and settlements, lawyers must remember that “The client experience is as important to consumers as the end result of the case.” The reality is that it costs time and money to adequately train and staff with a view towards customer service. The old way of business was to let the results speak for themselves. Well, reviews speak volumes and results do not always resonate. “It does take more time and more manpower to provide the level of customer service that would provoke a favorable review and would not necessarily be necessary to simply get a great result on the case.”
Solicit Clients for Reviews Even if it is Embarrassing or Makes You Uncomfortable.
In the Article, Barry P. Goldberg explained that the process of obtaining reviews begins during client intake and continues throughout the handling of the case. In fact, during the first interview with a client, Goldberg lays out how a successful case will unfold, discusses his contingency fees and asks the client, “Wouldn’t you agree that we would earn your review if we did all those things?”
“We start out from the beginning with the idea that we have to actually earn our reviews,” he said. “It takes commitment by lawyers, staff and reception to openly ask for reviews and not fear what the review is going to be.”
For at least two decades, our office performed exemplary legal work but never asked for reviews. Since we have to make up for lost time, we not only try to earn the review, we asks for the review!
The Easiest Time to Ask For a Review is When You Hand A Client A Check!
As stated in the Article, at the end of the case, Goldberg his firm asks for a review in its closing letter and includes a URL while also sending an email with links to Google and Yelp, which he says are the top two sites for client reviews, and also provides links to Avvo and the Better Business Bureau. “Goldberg said that even after actively soliciting his clients for reviews only about 1 in 4 will actually take the time to write one, which underscores the difficulty in obtaining reviews.”
The truth is that “People smile, hug you, and then they go home and for whatever reason they don’t do a review.”
What do You do if You Get A Bad Review?
In the Law 360 Article, Goldberg said he has developed a “protocol” for dealing with the inevitable bad review, and it usually involves an apology and an invitation to have a face-to-face meeting to address any grievances the client may have. “They never take you up on the offer but [potential clients] look at the negative reviews and want to see how the lawyer responded,” he said. “Is the lawyer a jerk? I’ve had clients come in and say, ‘I read the negative review, saw your response and thought it was very professional.’”
“Goldberg said no prospective client will look to hire a lawyer who insults or attacks someone who has written a negative review.” “But if the guy responds promptly, acknowledges shortfalls, explains, reasons, apologizes, offers to make it good — that goes a long way.”
Lawyers are Just Like Pizzas!
Woodland Hills personal injury lawyer Barry P. Goldberg jokes with clients that today’s younger generation will not buy a pizza unless it has 5 Stars. Why would that same generation not expect his or her lawyer to have 5 Stars? While it is a bit of an ice-breaker to talk about the subject, it is also absolutely true. Modern law firms must adapt to the online culture of obtaining reviews. The best way to start is to treat your clients well, remind them that you treated them well, and go ahead and ask for a 5 Star review!