Help! My Firm Received a Negative Google Review. What Should I Do?

So you’re going about your day and you see an email from Google come in.

You got a new review. Awesome, right? You click on it, and you see one star.

Now what? Of course, you panic and you look at the name and you don’t even recognize it. What do you do?

I’m Shawn Leamon, Chief Strategist LaGrande Marketing, and we help law firms get high-quality clients from the Internet. In this video, I’m going to show you three ways to respond to a negative review.

The first thing you should do when you get a negative review?

Nothing. That’s right. Don’t panic. Don’t respond. Don’t do anything.

I tell my clients to wait a couple of days before ever responding or even thinking about

responding to a negative review. When you’re angry and you have that hot head, the only thing good that’s going to happen is you’re going to say something bad to that reviewer.

The second thing you should do when you get a negative review is dispute it.

Do you know who left that review? If so, you might want to contact them directly. Give them a call. See if you can resolve the issue they were having that led them to write the words on your profile. If you can’t reach that person, which is often the case—sometimes it’s spam, sometimes it’s an opposing party, sometimes it’s someone you just only talk to once by phone and never heard from again—that’s okay.

Every platform has a way in which you can dispute reviews on your profile.

There’s a third way to handle a negative review, and I’m going to borrow a very common sports term.

The best defense is a good offense. Do you know what law firms don’t worry about the occasional negative review? The ones that have 50, 100, or 200 people who gave them five-star reviews.

It’s inevitable that someone’s going to be upset, or they had a bad day and they say something bad about your firm. But when you have hundreds of people glowing about you online,

how much do you really think that one disgruntled person is going to matter?

I know that getting a negative review can feel like a personal attack. You’re a good person who works hard to try and provide the best to your clients, and someone goes and says something wholly despicable about you online. But that’s okay. That’s why you need a good marketing strategy and marketing team in your corner, so when the inevitable negative review comes, you’re not even worried about it. You’re going to have 50, 100, 200 people saying great things that when someone says something bad, it just brushes off of you.
Contact us at, and we’ll help you not only to handle the inevitable negative review but help you get hundreds of positive ones.