Tuesday, April 28, 2015

Dealing with Negative Online Reviews

Avvo Vice President Josh King offers these suggestions:

  • Responding briefly with a note apologizing for an oversights that might have occurred while encouraging a dialogue with the poster to resolve their complaints. Do not criticize nor condescend the initial poster and be wary of revealing confidential client information.
  • If the poster’s name or contact information is not included in their negative review, do some sleuthing online to try to figure out who actually posted the comments. While it’s not automatic that the poster can be identified, the forum sponsoring the blog can obtain the site’s metadata. Expertise and luck can play a role in identifying otherwise anonymous poster.
  • Ensuring your law firm’s web site includes positive client testimonials or feedback, so potential clients can read offsetting reviews.
  • Litigating, although this option is risky and potentially costly.

But sometimes, you just have to take a deep breath and let it go. You can read more here.



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