1. Building an Office Culture
for Client Reviews
an Avvo & Consultwebs.com webinar

2. Tanner Jones, Marketing Director
marketing@consultwebs.com
• 5+ Years of Legal Marketing
Industry Experience
• Veteran Legal Marketing Speaker
• Regular Contributor to
LawWebMarketing.com

4. Google is now taking an aggregate
of all of your online reviews.

7. Without checking, do you
know how many reviews
your law firm has right now?

8. If you answered no, you’re not alone.
Most lawyers don’t have a firm grasp
of where they stand with reviews.

9. Source: BrightLocal.com

10. Source: BrightLocal.com

11. Picture A Day In The Life Of Your Firm

12. Picture A Day In The Life Of Your Firm

13. Obtaining client reviews should be as routine
as brewing a cup of coffee in your office.

14. re·view (riˈvyo͞ o), noun -
a) a formal assessment or examination of
something with the possibility or intention of
instituting change if necessary.
"a comprehensive review of defense policy"

15. re·view (riˈvyo͞ o), noun -
b) how prospective clients find your firm and
convert!

16. 75%
Percentage of
reviews posted on
review sites that
are positive.

17. 90%
Percentage of
customers who say
buying or hiring
decisions are
influenced by
online reviews.

18. 88%
Percentage of
customers who
trust online
reviews as much
as personal
recommendations.

19. 1-5
Number of new
local reviews 85%
of SEOs are
attempting to get
every month.

20. Online reviews
= today’s
word of mouth
marketing

21. “The more reviews you have on
Google, generally the higher
you come up in local search.”
Jennifer Frame
Local SEO Specialist

25. Ask!
How can you get 5 star
reviews for your firm?

26. They send a short
survey to ask clients
about their
experience.
1
The names of those
who respond with at
least a 4 out of 5 on
the overall
experience are
forwarded to their
Marketing Director.
2
She personally follows up
with those people to thank
them for their feedback.
While she is on the phone,
she mentions that the firm
is trying to build up their
online presence and asks
the client to help out by
leaving a review on Google.
3
She then sends them
a guide to leaving
reviews; she’s even
walked some clients
through the process
on the phone.
4

27. “I certainly believe it’s the
personal touch of a client’s
original feedback being
appreciated and then the call
from the firm that really
makes this system tick.”
--Joye Law Firm’s Marketing Consultant

29. Encourage
reviews via client
smartphones or
tablets.

30. Target your clients with Gmail
accounts to leave Google
reviews.

32. What About Negative Reviews?

33. Don’t be surprised when you get a
negative review.
Have the expectation that you won’t
always be 100% satisfied with the
reviews you receive.

34. Negative reviews may not be
entirely dependent on your
performance as a firm.

35. Via Small Biz Trends
“Science has shown
that weather impacts
our mood, so a nice day
can lead to a nice
review. A rainy day can
mean a miserable one.”

36. Also, remember that people in crisis
situations are prone to make snap
judgments.

37. • Build a process.
• Apologize.
• Follow up.
Dealing With Negative Reviews

38. Courtesy of
+
Our internal reviews survey template!

39. Our Resource Bundle
email: marketing@consultwebs.com