How to respond to a mixed 3-star review for law firms
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to law firms
Do not confirm an attorney-client relationship or discuss any case. Check your bar's advertising and confidentiality rules before replying.
- Common complaints
- slow communication, unexpected fees, an unfavourable outcome
- Common praise
- clear explanations, responsiveness, a good outcome
Example reply
Clear explanations was great, but slow communication really took away from it.
Thank you for the honest feedback. We're glad clear explanations stood out, and we're sorry slow communication let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your law firm name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep