How Louisiana Law Firms Should Respond to Negative Online Reviews

In today’s digital world, your online reputation can be the deciding factor between a client calling your firm or scrolling past it. Negative reviews are inevitable — even for the best attorneys. The key isn’t avoiding them, but knowing how to respond the right way.

Handled correctly, a single negative review can actually strengthen your reputation and show prospective clients how your firm operates under pressure.

1. Know Your Legal and Ethical Boundaries

Before typing out a reply, remember that attorneys are held to professional conduct rules that restrict what can be shared publicly.

The American Bar Association’s Model Rules of Professional Conduct — along with Louisiana’s own rules — prohibit disclosing any confidential client information, even if you’re trying to defend yourself online.

✅ Do:

• Keep your response factual, polite, and general.

• Offer to resolve the issue privately.

🚫 Don’t:

• Mention case details, outcomes, or client names.

• Post anything that could identify the reviewer if they’re a client.

If you’re unsure whether your reply violates confidentiality, it’s always better to stay vague or reach out directly offline.

2. Take Time Before You Respond

Getting a bad review can feel personal — especially when you work hard for your clients. But responding in the heat of the moment can damage your credibility.

Instead:

• Wait a few hours (or even a day). Let emotions settle.

• Focus on professionalism. Your real audience isn’t the reviewer — it’s every potential client reading your response.

• Respond quickly, not hastily. Aim to reply within 24–48 hours once you’ve drafted something polished.

3. Keep It Simple, Empathetic, and Professional

Every response should be short, courteous, and focused on resolving the issue — not debating it.

Here’s a simple formula that works well:

Acknowledge the concern

“We’re sorry to hear you were disappointed with your experience.”

Show accountability

“We take client feedback seriously and always aim to provide excellent service.”

Offer to talk privately

“Please contact our office at (XXX) XXX-XXXX or email [your email] so we can discuss your concerns directly.”

That’s it — no legal arguments, no defensive tone, and no details about the case.

If you want to see what a polished, professional tone looks like in practice, review examples of business responses in the Google Business Profile Help Center.

4. Avoid These Common Mistakes

Even one poorly worded reply can spread quickly online. Make sure you avoid:

• Arguing publicly: It only reinforces negativity.

• Ignoring reviews altogether: Silence can look like indifference.

• Copy-pasting the same reply: It comes off as robotic.

• Violating ethics rules: Never disclose anything that could be considered privileged or confidential.

If you truly believe the review is fake or violates Google’s guidelines, you can flag it for removal.

5. Use Negative Reviews as Opportunities

Even a bad review can work in your favor when handled properly. A calm, well-written response shows that your firm:

• Listens to clients,

• Owns mistakes (when appropriate), and

• Values professional communication.

Prospective clients pay attention to how you respond just as much as what was said about you.

Plus, occasional criticism among many positive reviews can actually make your online presence appear more authentic. (A perfect 5.0 rating across hundreds of reviews can look suspicious to some consumers.)

6. Build a Proactive Review Strategy

Managing reviews shouldn’t just be reactive — it should be part of your firm’s overall marketing plan.

Here’s what we recommend for our Louisiana clients:

• Monitor regularly: Check your firm’s listings on Google, Avvo, and Facebook.

• Ask satisfied clients for feedback: Politely invite them to share their experience on Google or Avvo after a successful case resolution.

• Use a consistent tone: Whether good or bad, every response should sound like it came from the same professional brand voice.

• Track reputation metrics: Note recurring feedback themes that could signal areas for operational improvement.

For help setting this up, see our Social Media & Reputation Management Services for law firms.

7. Louisiana-Specific Advice

Reputation management for law firms in Louisiana requires balancing professionalism with local personality.

• Use local language and context: Mention service to areas like Thibodaux, Baton Rouge, Lafayette, or New Orleans where appropriate.

• Follow Louisiana Bar rules: The Louisiana State Bar Association provides detailed guidance on advertising and public communications.

• Be authentic: Clients here value integrity, trust, and relationships — your replies should reflect those values.

For more Louisiana-specific digital marketing advice, explore our Law Firm Marketing Blog section.

8. Turn Feedback Into Growth

Every review is a reflection of how your clients feel, and that’s valuable insight. Use it to:

• Train your team on better client communication.

• Adjust follow-up procedures after consultations or settlements.

• Identify internal pain points early before they become patterns online.

Handled with professionalism and empathy, negative reviews become your firm’s chance to prove that you truly care about your clients and community.

Final Takeaway

A negative review doesn’t define your firm. Your response does.

When you reply calmly, professionally, and ethically, you’re showing potential clients that your firm listens, cares, and holds itself to a high standard.

Need help crafting review responses or managing your firm’s Google presence?

📞 Contact Abode Marketing — we help Louisiana law firms protect and grow their online reputations through strategy, SEO, and client communication systems that drive results.