Attorneys typically strive to provide their clients with the highest level of service. Unfortunately, clients may still be unsatisfied with the results of a case. They may feel that they should have received a different outcome in litigation, or they may be unhappy about the penalties imposed in a criminal case. This may lead them to request a waiver of certain fees, or asking for additional legal services at no charge. When a lawyer does not comply with these demands, the client may then leave a negative review on Google or elsewhere.
In these situations, attorneys may be unsure about how to respond. If they believe that they provided the best possible services and the unsatisfactory results were no fault of their own, the natural impulse is likely to be to respond publicly to the review, counter the client’s claims, and demonstrate that they were not at fault for the way the case played out. However, they should be very careful when doing so.
Ethical Concerns Related to Attorney-Client Privilege
The primary concern faced by attorneys who respond to online reviews is that they could inadvertently violate the rules of professional conduct and disclose information that should have been protected. Under the American Bar Association’s Model Rule of Professional Conduct 1.6, as well as similar rules in individual states, an attorney may not disclose any information about the representation of a client, including any facts related to the case or the services provided. An online review or other comments made by a client does not waive attorney-client privilege.
It may be tempting to answer a client's claims by providing details showing that they are incorrect. A lawyer may feel that by explaining that the client is wrong about the services provided or the reasons for an unfavorable result, he or she can ensure that others will understand that the client is being unreasonable. However, providing any details about the case or the representation of the client would be a violation of the rules of professional conduct, which could lead to disciplinary action.
How to Respond to Negative Reviews
To avoid any legal or ethical issues, attorneys will need to be sure to respond to online reviews correctly. Any public response should be limited to a generic statement saying that the attorney is sorry that the client was unhappy and that they are willing to discuss the matter further. It may also be possible to contact the client privately and determine whether an agreement can be reached in which the client will voluntarily take down or change the negative review.
If things cannot be worked out with the client, it may be possible to challenge the review. Google and other sites have policies for what can be included in reviews, and if the client violated any of these policies, such as by including abusive language, the review may be removed. A negative review may also be counteracted by encouraging other clients to leave positive reviews and five-star ratings. This can improve the average rating, and it will push the negative review farther down the page so that it will be less visible.
Get Help With Reputation Management From Elite Lawyer
At Elite Lawyer, we work to ensure that attorneys can demonstrate the quality services that they can provide for their clients. Inclusion in the Elite Lawyer directory shows that an attorney has the experience and acumen needed to address clients’ needs. We can also assist with reputation management and provide guidance on the best ways to address negative reviews or ratings of less than five stars. If you have questions about the ways we can help or the services we provide, contact us at 833-403-5483.
