How Louisiana Law Firms Should Respond to Negative Online Reviews

A former client leaves a one-star review on your Google Business Profile. You know the case. You know what happened. And you know the review doesn’t tell the whole story. But you’re an attorney in Louisiana, which means you can’t tell it either.

That’s the particular bind that makes review responses so tricky for law firms. You can’t defend yourself with specifics. You can’t reference the case outcome, the client’s choices, or anything that might be construed as confidential. And staying silent feels like conceding a point you know you didn’t deserve. So what do you actually do?

Know the Rules Before You Type Anything

Louisiana’s Rules of Professional Conduct — modeled on the ABA’s Model Rules — prohibit disclosing confidential information about clients, including former clients. That applies even when you’re defending yourself online. Even if the review is unfair. Even if the facts are on your side.

The rule of thumb I give every attorney I work with: if your response would require revealing anything about the client’s case, their situation, or the outcome, don’t say it. Draft something vague, professional, and brief. Then move the conversation offline.

The Louisiana State Bar Association has guidance on attorney advertising and online communications. If you’re uncertain whether a specific response crosses an ethical line, a quick call to the LSBA’s ethics hotline is worth it before you post.

The Response Framework That Actually Works

Three parts. That’s all you need.

First, acknowledge the feedback without admitting wrongdoing. Something like: “Thank you for sharing your experience.” That’s it. You’re not agreeing with the review. You’re showing that you read it.

Second, offer a professional, general statement of your firm’s commitment. “We take every client’s experience seriously and hold ourselves to a high standard of service.” Again — no specifics, no case details, nothing that can be construed as a response to the underlying matter.

Third, invite them to continue the conversation privately. “Please contact our office at [phone number] so we can address your concerns directly.” This shows prospective clients that you’re not dodging — you’re handling it through the appropriate channel.

Put it together and it reads like this:

“Thank you for taking the time to share your experience. We take all feedback seriously and hold ourselves to a high standard. Please reach out to our office directly at [phone number] so we can address your concerns.”

Under 60 words. Professional. Defensible. Done.

What You Should Never Say in a Public Response

I’ve seen attorneys draft responses that made things significantly worse. A few patterns to avoid:

• Don’t reference the outcome of the case, even obliquely. “Unfortunately, not every case ends the way clients hope” sounds reasonable but it confirms a case relationship exists.
• Don’t name the practice area or facts. “Our personal injury team always…” connects the client to your PI practice.
• Don’t debate the facts. Even if you’re right, the public back-and-forth looks bad and helps nobody.
• Don’t copy-paste the same response to every negative review. It signals that you’re not reading them.

The golden rule: every word of your response has two audiences. The person who left the review — and every prospective client in Lafayette, Baton Rouge, or Youngsville who is reading your Google listing right now trying to decide whether to call you.

When the Review Looks Fake

It happens. A name you don’t recognize. A description that doesn’t match anything in your case history. Sometimes it’s a competitor. Sometimes it’s someone with a personal grievance that has nothing to do with your practice. Sometimes it’s just an error — a review meant for a different business.

You can flag the review for removal directly in Google Business Profile. Google will evaluate whether it violates their policies. The process takes time and isn’t guaranteed, but it’s worth initiating if you genuinely believe the reviewer was never your client.

While the flag is pending, post a brief, neutral response: “We have no record of this experience in our office. We’d welcome the opportunity to connect — please reach out directly.” That protects your credibility with readers without giving the reviewer anything to respond to.

The Reputation You Build One Review at a Time

Solo attorneys in Louisiana markets — Lafayette, Houma, Lake Charles, Prairieville, Baton Rouge — operate in tight communities. Word travels. But increasingly, it travels online before it travels through a referral network. A potential client who finds your name through a bar referral will Google you before they call. What they find shapes whether they pick up the phone.

A strong review profile — 20 or 30 genuine four and five-star reviews with thoughtful responses — tells a story that no website copy can match. It says: real people have trusted this attorney, and the attorney pays attention.

Build the habit of asking. After a successful resolution, a closing, a consultation that went well — ask the client if they’d be willing to leave a Google review. Most people say yes when asked directly. They just don’t think to do it on their own.

Make This Part of Your Intake and Follow-Up Process

The attorneys I work with who have the strongest online reputations aren’t the ones with the biggest marketing budgets. They’re the ones with a simple, consistent follow-up system: a text or email that goes out after case resolution, a standing alert in Google Business Profile so they see new reviews within hours, and a 60-word response template they can adapt in five minutes.

That’s not complicated. It’s the unglamorous foundational work that the attorneys who show up at the top of local searches have done, and the ones who don’t show up haven’t gotten around to yet.

If you’re a solo or small firm attorney in Louisiana, your Google Business Profile is one of the highest-leverage assets you have for local visibility. Treat it like one.

Want to see where your business stands today?

I take one client per niche, per market. Before we ever talk about working together, I’ll send you a free visibility audit — a focused review of your website, Google presence, reviews, and how you currently show up in local search. One page of feedback, whether you hire me or not.

You can also see what current and past clients say about working with me.

— Kayce Sadler, Abode Marketing | Thibodaux, Louisiana