Responding to reviews increases ranking signal and prospect trust. Google has explicitly confirmed response activity as a local ranking factor, and prospects read responses to gauge how a firm handles criticism.
Most law firms respond to none of their reviews — or respond to negative ones in ways that make things much worse. A defensive, oversharing response can damage your reputation more than the original review ever did.
What We Do
All Positive Reviews Responded To Within 48h
Every positive review gets a personal, professional response within 48 hours of posting. Short, warm, on-brand. Reinforces the relationship and signals activity to Google.
Negative Reviews Handled Carefully and Professionally
Negative reviews are responded to within 48 hours, in a calm and constructive tone. We never argue, never share matter details, never accuse the reviewer. Where appropriate, we move the conversation offline.
Legally Compliant Responses (No Confidential Matter Details)
Every response is written within LPC and POPIA limits. We never confirm or deny client relationships, never reference case specifics, never provide legal advice in a public forum.
Response Templates Approved by Your Firm
We work from templates and tone guides your firm reviews and approves up front, then adapt each response to the specific review. Nothing goes live without matching the voice you've signed off on.
Frequently Asked Questions
Should I respond to negative reviews?
Yes — always. A calm, professional response to a negative review reassures every future prospect who reads it. Ignoring negative reviews lets the reviewer's version of events stand unchallenged. The risk isn't responding — the risk is responding badly. That's why we handle it.
Can I mention client matters in my response?
No. Confirming a client relationship, referencing a matter, or rebutting case specifics in a public response breaches both LPC rules and POPIA. Our responses acknowledge the reviewer's experience generically, address the substance of any complaint, and offer to discuss further offline — without ever confirming or denying that any specific matter took place.
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We'll show you exactly where your firm ranks — and what to fix first.