Do you know what consumers are saying about your firm online?
Whilst sharing an opinion online has become commonplace for many us, we rarely give too much thought to the business involved – especially if our experience was bad.
However, we might think slightly differently if the business was our law firm.
As you’ll be aware, the report from the Competition and Markets Authority sparked concerns over consumer accessibility of legal services, particularly in areas such as conveyancing and wills and probate.
Aiming to curb the issues highlighted, the Solicitors Regulation Authority issued their own consultation, proposing that firms should provide consumers with greater information on both services and prices online. The regulator stressed that once the focus was away from prices, consumers would look to other factors when choosing a law firm – namely, the experiences of previous clients.
Whilst online reviews are nothing new, the shift towards greater transparency is bound to make them more prominent in the legal services market. As consumers place an increasing amount of trust in what others have said about your services, monitoring your firm online is becoming more and more important.
This isn’t just limited to your website; whilst you may use Twitter and LinkedIn for B2B communication, consumers see them as the perfect place to share their experiences of legal services – be them good or very, very bad.
With this in mind, firms need to start considering how they will monitor their brand for comments made about them online.
Knowing about the positive feedback is, of course, great. As well as being useful for testimonials, happy clients are great motivation for the team and for the business.
However, that’s not to say that negative comments should be neglected. They give you a great platform to engage with the disgruntled client and show that your business will handle their problem effectively. But to be able to do this, you need to know they’ve mentioned your firm in the first place.
The Move Exchange has launched a new service to monitor firms on a daily basis, delivering real time notifications when a consumer has mentioned your firm online.
In addition to notifying the firm, the service will also provide advice on how to deal with negative reviews as well as effective ways for firms to boost the amount of positive feedback received.
To discover how The Move Exchange can help to manage your firm’s online reputation, contact Jennifer Davies at Jennifer.davies@themoveexchange.co.uk or call 0330 223 2913.
This article was submitted to be published by The Move Exchange as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.
