What if I get a negative Client Review?
Avvo provides an open forum for clients to leave feedback regarding lawyers. At the same time we have checks in place to maintain the quality and validity of our client reviews. We also require users to register before submitting a review, and we read every review personally before we allow it to be posted. If we have looked at the review in question and have found it to be valid, there are a few things you can do.
- You can post a response to the review. There is a link at the bottom of each review. Your comment will be displayed immediately below the disputed review. The most effective responses to negative feedback online can be a simple comment. This can send a powerful message to the next reader about your professionalism and interest in feedback. Rather than arguing the substance of what the reviewer wrote, try something along the lines of: "We're sorry you had a bad experience with our firm. This matter does not sound familiar, and we strive for the utmost client satisfaction in every case. Please contact me directly to discuss your specific concerns." I realize that getting a negative review is frustrating, but a comment such as the one above, along with your other, positive reviews, goes a long way toward deflecting this negative feedback.
- If you believe a review was left by a non-client, you can request that the review be put through our dispute process. We will contact the reviewer and ask them to confirm that they were in fact a client of yours, and to edit or delete the review if they wish. During this time, the disputed review will not appear on your profile. If the reviewer responds and confirms the review, the review will be reposted to your profile with any changes they specify.
- Please note that we do not verify the information in client reviews. All reviews on Avvo.com are the responsibility of the reviewers, and under 47 USC 230, Avvo, Inc. cannot be held liable for making Avvo.com available to the reviewers. Let Customer Care know if you would like to put your Client Review through the dispute process.
- You may request additional reviews from current and former clients (keep in mind that the most recent reviews appear first on your profile).
Someone Online Hates You: Ethical Responses to Negative Online Feedback Webinar