This is a question that I am asked more than any other by lawyers. It is a major frustration. They ask: “I have asked my clients to leave me a review and they just didn’t do it. They said, yeah, absolutely, thanks, you got me this great settlement.” The point was the client got what they wanted and they were happy and they said they would be glad to give the attorney a review. But they left the office, and it never happened.
The Thrill Of The Moment
There is an international motivational speaker and organizational consultant, Simon Sinek who says you should not tell anyone your goal in life. If you have a goal to stop smoking, quit drinking, or to lose weight for example, and you share that goal, you get the same endorphin rush in your brain as you do when you actually accomplish the goal. Therefore you are less likely to complete the goal if you have already felt your reward.
How does this relate to your situation? When a client is in your office and they have just received their settlement check (or the outcome they were seeking) they are very happy. They are in the reward cycle of the brain. If you ask them at that time if they will leave you a review, they most certainly will agree. They are thrilled with you. But, when they leave your office, life kicks in. They are still happy, but they now have to carry on with their plans regarding the settlement. They have jobs and families. They feel relieved that lawyers, court dates, and dealing with the issue of the past can be put to rest. It doesn’t take long to forget their promise to you.
What’s In It For Me?
What’s in it for me? Even the sweetest person on the planet can be nudged into writing a review for a gift card to her favorite restaurant. We live in a society that can be driven by incentives. We are not suggesting that you pay someone for a five-star rating. Of course, you will have to check with your Bar Association rules. You cannot bribe people, but you can thank them. Be careful with your wording. A gift card or two for Starbucks or Outback Steakhouse is a nice thank you and it is impressive enough to get the ink flowing.
Food For Thought
Keep in mind what the case was all about. If you defended someone from a child pornography case or fought an embezzlement or drug charge, they may not want to have their name on the reviews. If the case you fought was against someone’s sibling or adult child, they may not want to answer questions from nosey people. Keep this in mind and suggest that they post anonymously.
We have a client in California that is a personal injury attorney, with 5 partners. A few years ago, in 2015, they went on an all-out campaign to contact every client they ever had. Their company picked up 48 reviews in 2-3 weeks. To this day, they still get constant calls because they have so many reviews. Reviews are that important.
When Is The Best Time To Call?
I would say call once or twice within the first month to follow up on the review. Be ready to offer an incentive. Be flexible. After that, there is no good answer as to when to call. You will need to set up your own schedule. Do not call so often that they block your number. But call from time to time. Keep it light and be cool. Their review is worth it to your company.
Note: Some attorneys offer the use of their laptop at their office to let the client get it over and done with while they are there and happy and allow them to collect their gift card. This is an easy way to take care of things. That allows the client to effortlessly find the place they need to be to type in the review with no searching.
