We live in a ratings-focused economy. Never has it been easier for consumers who’ve experienced bad service to share their stories—in near real-time—with the world on Facebook, Yelp, Angie’s List or Twitter. And attorneys are not immune. Clients can just as easily voice their displeasure with your failure to return phone calls as they can about their last bad meal at your town’s “best” restaurant. While you can’t completely immunize your firm from annoyed clients’ online rants, you can begin to improve their service experience by annoying your clients less. Here’s how.
Originally published January 11, 2012
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