Law firm replies are bound by confidentiality — never confirm someone was a client or discuss any matter; keep it professional and take specifics offline.
A negative review is public, and it's read by far more people than the one who wrote it. Your reply isn't really for the upset customer — it's for the next hundred people deciding whether to trust you. Handle it well and a bad review can actually win you business.
Use four beats: acknowledge the specific problem, apologize without making excuses, say what you're doing about it, and invite them to continue offline. Keep it to a few sentences, stay warm, and never get defensive.
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