A law firm’s reputation response must respect its professional obligations. Marketing convenience or an unfair review does not justify publishing confidential case details to defend the firm.
01
Audit the facts prospective clients rely on
Check lawyer names, current admissions, practice descriptions and office information against verified records. Distinguish a general practice description from an unsupported specialty or outcome claim. Review biographies when roles change. A page should help someone understand who may handle a matter and how to make an inquiry without implying that past results predict their case.
02
Build an approval process for reviews and examples
ABA guidance on negative reviews emphasizes confidentiality, including when a review is inaccurate. The binding rules depend on the lawyer’s jurisdiction; Mexican practices require local professional review rather than treating ABA guidance as Mexican law. Have an authorized lawyer review public responses and case examples before a marketing team publishes them.
- Do not confirm a representation unnecessarily.
- Do not disclose strategy or client records to rebut a review.
- Verify consent, accuracy and applicable rules for any case example.
03
Use a response that preserves the boundary
For example, a review may make accusations about a disputed bill. A detailed public chronology could reveal protected information. A carefully reviewed statement about the firm’s commitment to addressing concerns privately may be more appropriate, or no public reply may be warranted. Handle service investigation and any platform report separately from the public response.
Frequently asked questions
Can the firm reveal details because the reviewer did first?
Do not assume that public disclosure by someone else removes professional obligations. Obtain jurisdiction-specific ethics review.
Should reputation staff promise to remove every negative review?
No. Identify actual platform violations and preserve confidentiality. Legitimate criticism may remain, and the response process must account for that.
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Request a confidential reviewOr call (307) 429-2531Educational information, not legal advice. Outcomes depend on the facts and decisions made by third parties.