It is well known that the best marketing approach for any business is word-of-mouth and referrals. We have always relied on friends, family, and co-workers to tell us about good movies, restaurants, and vacation spots.
Word-of-mouth and referrals evolved in 1999 with the inception of online reviews. For the legal industry, this meant that not only could lawyers craft their own profile using online lawyer directories, but clients now had the ability to post their opinion of their lawyer.
I believe that good lawyers always want to do all they can to get successful results for their clients. Unfortunately, misunderstandings or missed expectations can happen along the way. The client may feel they did not have a good experience and, not only will they not make a referral, they may post a negative review.
Consumers facing the prospect of bankruptcy are already experiencing high stress. When they choose a lawyer, their expectation is that they now have someone who will guide them through the process and help them keep the ‘wolves at bay.’
Disappointment comes when clients perceive that communications were lacking, their questions were not answered, time passed with no activity, the case was not filed right away, the ‘wolves’ were still harassing them, etc. These are perceptions, but they are the client’s experience and it will form their opinion.
Turn client disappointment into client success and, ultimately, good reviews! There are options from improving communications, adding paralegal support, and adopting new intake processes. Reach out to us for a conversation about how we can help!
