More and more people are looking for information about the experience that other users have had when buying products or contracting the services of companies on the Internet. What is the reason for this evolution in consumer behavior? Why have reviews become an essential element in the decision-making process? We will try to answer both questions in a simple way.
We are facing an increasingly demanding customer, who also has a wide range of options to choose from. Regarding the importance of online reviews , both on the website and on Facebook or Google Plus, we must highlight the fundamental role they play in the decision-making process. The key is that on the Internet we do not usually deal personally with the seller nor can we see or touch the products, so, to make up for these deficiencies, what we do is take a look at the opinions made by other users.
Positive and negative reviews
It is clear that positive ratings will make the user trust the company, but what happens if negative reviews are given? You have to be aware of two things: on the one hand, perfection does not exist and on the other, you cannot like everyone. In these cases the importance of negative online reviews lies in learning from them and knowing how to manage them, giving them a quick response and offering solutions, whenever possible. Remember that empathy and good education are fundamental. The rest of the users will see that you try hard and that you take customer service seriously.
Encourage your clients to write a review
Now that you know the importance of online reviews encourages your customers to leave their assessment, opinion or comments on your website or social networks. Do not be afraid of criticism and try to get the maximum information from them: your strengths or aspects that you should improve, for example.
Most customers will not leave a review on the Google My Business listing of the firm on their own initiative. This does not imply that they do not want to do it, it is simply something that is not going to happen in their head because surely they are not aware of what they can or should do.
Therefore, it is very important that the lawyer has a proactive role when requesting satisfied customers to leave a review about the office.
Although it may seem a nuisance, the truth is that most customers, if they have been satisfied and grateful for the service provided, will have no problem doing so. So my clear recommendation for every lawyer is this: convince your satisfied customers to leave a review of your services in Google My Business.