How to Leverage Customer Feedback to Boost Your Law Firm with Curtis Davey
As a law firm owner, you’re always looking to stand out from the competition and attract more clients—but how can you make your business shine?
Customer feedback is one of the most powerful tools in your arsenal, enabling you to showcase what makes your services so special. Especially in today’s digital world, reviews are essential in demonstrating the quality of legal service that a firm provides.
In this episode, Curtis Davey joins us to share his tips on how to leverage customer reviews for maximum impact and help boost your law firm’s reputation! From understanding why customer feedback matters to learning about ways to ask and respond authentically, get ready for an inside look at how to make sure every interaction helps further grow your firm.
If you want to learn more about how customer feedback is a powerful method to attract new clientele and improve your service, then this episode is for you.
Here are three reasons why you should listen to this episode
- Learn the importance of customer reviews for your law firm.
- Find out why you need to create memorable experiences for your customers.
- Understand how to encourage customers to leave reviews and leverage reviews to improve your processes and attract more customers.
Resources
- Want to implement what you’ve learnt in this episode? Download the Action Guide, a workbook designed to help you process and implement the knowledge gained from this interview.
- Episode 334 — Grow Your Law Firm through Intentional and Strategic Marketing with Cassidy Lewis
- Connect with Curtis: LinkedIn
- NiceJob Inc
- For Clio customers, get 50% off NiceJob for 3 months!
- Clio
Episode Highlights
Curtis’ Background
- Curtis’ career path includes fashion photography and films.
- He has worked in partnership at NiceJob Inc. for three and a half years.
- He connects technology partners, solution partners, and media outlets to find solutions, topics, and education on what drives business these days.
- Word-of-mouth referrals drive business.
- They help clients empower customers to share reviews.
The Power of Customer Feedback
- NiceJob’s ethos is helping customers grow their own customer base.
- For instance, their metric for success is not how many customers they get, but rather how many customers their customers get.
- Build customer loyalty.
- Leverage positive customer feedback.
Moments of Peak Excitement
- What does your customer journey look like?
- At what point in the process do you want to create “moments of peak excitement” that will convert customers and gain their loyalty?
- Create great customer experiences.
Curtis: “If the customer has been having a great experience throughout this, don’t be shy to ask for that review.”
How to Encourage Clients to Give Reviews
- Make it easy for customers to leave a review.
- Send text messages or emails with links to lead them to review sites.
Curtis: “Remove as many barriers as you can to that customer to make it easy for them to leave that review.”
- NiceJob is a great place to collect feedback internally, but you can also publish them on social media or websites so new customers can see it.
- Consider your website conversion rate.
Put a Smile on Your Customers’ Faces
- Create a memorable customer experience.
- Giving customers an amazing experience, such as gifts and surprises, will inspire them to share the experience with their friends and family.
Curtis: “If you can create an experience where they’re having a smile on their face or they’re telling their friends or they’re looking at that cactus on the wall and always thinking back to the amazing service you’ve provided them, that’s going to stick with them.”
- Never incentivize a review.
- Observe the right timing for creating a memorable customer experience.
Moshe: “You have to provide a great experience first, and then add surprise and delight to that as the icing on the cake.”
How to Ask for Reviews
- Make the right request at the right time.
- Communicate the value of reviews to your business.
- Getting reviews is crucial for the legal industry as well.
Curtis: “What I think law firms and lawyers need to understand is that their industry is no different. It’s important to get reviews. It’s super important for customers to see reviews from other customers to know that a firm is providing great experiences and great value and certainly a great outcome.”
Navigating the Process
- Avoid review gating.
- Identify whether you can automate the process.
- Aside from getting reviews published on the customer’s chosen platform, NiceJob can also create social media posts or publish reviews on your website.
- Personalize messages to customers.
Leveraging Reviews
- Reputation marketing allows you to leverage reviews to help you attract more customers, close new leads, etc.
- Respond to reviews.
- Don’t solve a negative review through chat or comment thread.
- Deal with fraudulent reviews and bury negative reviews with good ones.
Curtis: “If you have a real negative review, and it’s from a real customer and you’ve responded to it, the best thing you can do is bury it. Bury it with good reviews. Bury it with five-star reviews. Bury it with positive experiences from other customers.”
- Share reviews on your website and social media.
Curtis’ Parting Wisdom
- Give NiceJob a try.
- Accept and leverage bad reviews.
Curtis: “Bad reviews are going to happen. Don’t shy away from them.”
- Don’t be shy to ask for reviews.
- How can you use reviews to improve your law firm?
Curtis: “If you make it a focus for how you do business, not only will your employees try harder and provide better experiences. Not only will customers flock to you in droves because they see how great the work you’re doing for other people. But you’ll also improve operations. You’ll improve morale. Reviews are things to be celebrated internally.”
- Shoutout at least five of the best reviews you receive during meetings because it will boost employee morale.
About Curtis
Curtis Davey is the founding Partnerships Manager at NiceJob - a reputation marketing platform that helps law firms capture reviews and referrals automatically from their clients at various points in the customer journey. Curtis works closely with partners to help them build exceptional customer experiences, amplify the voice of their customers in ways that grow their practice and automate more of their operations so that law firm owners can spend more time with family and growing their practice.
Connect with Curtis on LinkedIn.
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Author
Moshe Amsel
Author
Moshe Amsel the host of the Profit with Law podcast is not an attorney. As the owner of a successful accounting firm DreamBuilder Financial and Law Firm Growth coaching organization Profit with Law, Moshe has proven that there are better and different ways for a law firm to do business and be successful.
