1. Build a review process around real client experience
Bosseo describes Reputation & Reviews as a system for inviting reviews from real clients, including clients who may not have been asked previously, and for continuing invitations at appropriate points in the client relationship. For a law firm, the important distinction is between making an honest request and steering a client toward a preferred sentiment. The FTC states that incentives conditioned on a particular positive or negative review sentiment are prohibited, and its guidance also addresses fake reviews, undisclosed insider relationships and certain forms of review suppression. A review program should not ask only people expected to praise the firm or imply that a negative review is unwelcome.
Recommended approach
Review which client or matter milestones are appropriate for an invitation, which matters require exclusion, and who is responsible for confirming that the request is suitable. Ask Florida counsel responsible for advertising to review the approach against applicable Florida Bar guidance before implementation.
