How to respond to a positive review for law firms
Replying to 5-star reviews tells happy customers they were heard and gives search engines and future customers fresh, specific content.
Step by step
- 1
Thank them by name if they used one.
- 2
Echo the specific thing they enjoyed.
- 3
Add a small personal touch, such as a nod to the team member they mentioned.
- 4
Invite them back or mention something they might enjoy next time.
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
AA client
Google review
Loved it here. Clear explanations made the whole visit, and responsiveness was a bonus. Will be back!
Thank you so much for the kind words! We're thrilled to hear clear explanations made your visit, and we'll pass your note on to the team. They'll be delighted. We look forward to seeing you again soon. - The team at [Your law firm name]
What to avoid
- ✕One-word replies like "Thanks!"
- ✕Stuffing keywords or links into the reply
- ✕Turning the reply into an advert