Fear of Reviews Is Killing Your Intake Strategy

 

Watch the full episode above or listen here →

  

 

---

 

Most law firms live in fear of one thing:

Negative reviews.

And because of that fear, they avoid taking “maybe” cases. They wait. They stall.

They say, “We’ll investigate before we retain.”

But in Episode 9 of The Intake Playbook Podcast, Gary Falkowitz explains why this fear is misplaced.

The Fear: “If I Sign-Then-Drop Them, They’ll Leave a Bad Review”

Here’s what many lawyers say:

“I don’t want to sign questionable cases because if I drop them later, they’ll get mad and ruin our online reputation.”

But that’s not where bad reviews come from. They don’t come from rejection. They come from confusion.

What Triggers Negative Reviews?

Poor communication.

If a client feels ghosted, misled, or disrespected, they’ll talk about it.

But if you communicate respectfully and early in the process, even a dropped client can become an advocate.

Use This Language Instead

Gary shares a powerful line:

“By retaining our firm, you’re giving us permission to begin an investigation on your behalf.”

That language reframes the relationship from the start. You’re not promising an outcome—you’re promising effort.

And if that effort leads to a “no,” here’s how to deliver it:

🔹 Call them personally
🔹 Thank them for trusting you
🔹 Explain the review process and findings
🔹 Let them know there’s no cost
🔹 Leave the door open for future referrals

Final Takeaway

Don’t let the fear of negative reviews hold your intake team hostage.

The real solution isn’t to avoid “maybe” cases—it’s to communicate like a pro every step of the way.

Watch or listen to the full episode above.