When and How to Respond to Online Reviews
Stephen D. Hamilton
Stephen D. Hamilton has been an attorney for 22 years, with a practice devoted almost exclusively to family law for 20 of those years. He has been a Certified Specialist in Family Law since 2004. He is a member of ACFLS and serves on the ACFLS Outreach Committee. He is also the chairperson of the San Luis Obispo County Family Law Section, and is currently a member of the California Family Law Executive Committee and Assistant Editor of the Family Law News.
As potential clients increasingly rely on internet reviews of you or your firm when deciding to retain you, managing and potentially responding to negative reviews is becoming a necessity. But the question is, how can you respond? Unlike your neighborhood pharmacy or local eatery, attorneys are not free to respond to reviews with specific facts or other information because of the attorney-client privilege and other ethical considerations. This article addresses both legal and practical issues when you feel a negative review demands a response.