Professional firms have a problem most businesses do not. A restaurant can say "sorry the steak was cold". A law firm cannot say "sorry your divorce took so long", because confirming the person was a client may itself breach a duty of confidentiality.
So many firms simply never reply. That is a missed chance. Readers see silence as indifference, and a careful reply shows exactly the judgement clients are paying for.
This article explains a safe approach. It is general guidance, not legal or regulatory advice. Check the rules of your own professional body.
The core rule
Never confirm, deny or imply that the reviewer is or was a client. Never mention a matter, a case, a fee, a result or any detail from a file.
That applies to good reviews as well as bad ones. "Thanks, John, glad we won your case" confirms a client relationship and an outcome.
Replies that work
Positive reviews
Thank you for your kind words. We are glad to hear you felt supported.
We appreciate you taking the time to write this.
Negative reviews
We take all feedback seriously. Our professional obligations prevent us from discussing any matter in public. If you would like to talk, please contact our practice manager directly on the number on our website.
We are sorry to read this. We are not able to comment on individual matters here, but we would welcome the chance to discuss your concerns privately.
These replies say three things readers care about: you read it, you take it seriously, you behave professionally.
Reviews that contain false statements
If a review makes factual claims you believe are false, do not correct them in public. Report the review to the platform if it breaks their rules, and take advice before considering anything further.
A simple firm-wide policy
- One named person reviews all replies before they are posted.
- Replies follow the approved wording above, with small edits.
- Nobody replies from a personal account.
- Negative reviews are always moved offline.
- Any review mentioning a live matter is escalated to the responsible partner.
Getting more reviews, properly
Clients rarely review professionals unprompted. You can ask at the end of a matter, in the closing letter or email, with a link. Ask every client, the same way, and never offer anything for it. The FTC rule and Google's policies apply to professionals too.
Your own name matters as much as the firm's
Clients often search the individual adviser's name, not the firm. It is worth knowing what comes up. We explain how in what employers and clients see when they search your name.
How Reputfy helps professional firms
Reputfy's privacy mode drafts replies that never confirm a client relationship or mention a matter, and nothing is posted until you approve it. Reviews on your Reputfy page are sealed, so prospective clients can see they have not been edited. And Reputfy Personal watches what appears when people search each adviser's name.
