# Respond to a negative online review without breaching client confidentiality

A short public reply to a bad Google or Avvo review that protects client confidences, plus guidance on whether to reply at all.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Advanced
- Tags: Customer Support, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/respond-to-a-negative-online-review-without-breaching-client

## Prompt

```text
Help me respond to a negative online review of my law firm.

**The review (paste exactly):** [TEXT]
**Platform:** [Google / Avvo / Yelp / other]
**Is the reviewer a current client, former client, opposing party, or unknown?** [ANSWER]
**What actually happened (for your context only, not for the reply):** [FACTS]
**Is the matter still open or in litigation?** [YES / NO]
**What I want the reply to achieve:** [e.g. "show future clients we are responsive"]

First, tell me whether replying publicly is wise, considering the risk of escalating, the option of no reply, and the option of contacting the reviewer privately.

If a reply makes sense, write two versions under 80 words each:
- Do not confirm or deny that the reviewer was a client.
- Do not reveal any information relating to any representation, even to correct a false statement. Many bar ethics opinions say lawyers may not disclose confidential information to answer an online review.
- Do not argue facts, blame, or mention fees, outcomes, or case details.
- Do state the firm's commitment to clients and a professional general statement, e.g. that professional obligations prevent discussing any matter, and an invitation to contact the managing partner offline.
- Calm, brief, and written for future readers, not the reviewer.

Also give me: a private outreach message if the reviewer is a known former client, the platform's options for reporting a review that is fake or from a non-client, and when to talk to ethics counsel or my malpractice carrier (e.g. a threat of a grievance or claim). This is general guidance, not an ethics opinion.
```

## What to fill in

- TEXT
- Google / Avvo / Yelp / other
- ANSWER
- FACTS
- YES / NO
- e.g. "show future clients we are responsive"

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.