Review Best Practices

Responding to Reviews

Positive Reviews

When a client leaves a positive review, always:

1. Thank them sincerely

   • Acknowledge their time and effort
   • Express gratitude for their business

2. Be specific

   • Reference particular aspects they mentioned
   • Show you actually read their feedback

3. Invite continued engagement

   • Mention you're available for future needs
   • Offer referrals to friends/family

Example Response:

"Thank you, [Name], for your detailed review! I'm delighted our tax optimization strategies helped you save significantly this year. It was a pleasure working with you on your financial plan. Please don't hesitate to reach out as your goals evolve."

Negative Reviews

If you receive negative feedback:

1. Stay professional

   • Never argue or get defensive
   • Take the conversation offline if needed

2. Acknowledge the concern

   • Show you understand their perspective
   • Apologize if appropriate

3. Offer to make it right

   • Propose a solution
   • Invite them to discuss privately

Example Response:

"Thank you for your feedback, [Name]. I'm sorry to hear your experience didn't meet expectations. Client satisfaction is my priority, and I'd welcome the opportunity to discuss how I can better serve you. Please contact me directly at [email] so we can address your concerns."

Using Reviews to Improve

Analyze Patterns

Look for recurring themes in reviews:

• Strengths: What do clients consistently praise?
• Weaknesses: Where can you improve?
• Suggestions: What new services might clients want?

Action Steps

If clients mention slow response times:

• Implement auto-responders
• Set specific response time goals
• Consider hiring support staff

If clients praise your communication:

• Maintain that strength
• Use it as a differentiator in marketing
• Train new team members on your approach

If clients want additional services:

• Evaluate if those fit your expertise
• Consider partnerships or certifications
• Update your profile to reflect new offerings

Building a Review Strategy

When to Ask for Reviews

Best timing:

• After achieving a significant milestone
• Following a successful tax filing season
• When clients express satisfaction verbally
• At the 6-month or 1-year mark of working together

How to ask:

"I'm glad we've been able to help with your financial goals. If you're satisfied with our services, would you mind leaving a review on Riafin? It helps other investors find quality fiduciary advisors."

Making it Easy

• Send a direct link to your review page
• Provide guidance on what to include
• Offer to answer any questions first
• Thank them whether they review or not

Review Guidelines for Advisors

Do:

• ✅ Respond to all reviews within 48 hours
• ✅ Thank reviewers for their time
• ✅ Address specific concerns professionally
• ✅ Use feedback for continuous improvement
• ✅ Report fake or inappropriate reviews

Don't:

• ❌ Argue with negative reviews publicly
• ❌ Offer incentives for positive reviews
• ❌ Ask friends/family to write reviews
• ❌ Reveal confidential client information
• ❌ Ignore reviews (positive or negative)

Understanding Review Metrics

Response Rate

The percentage of reviews you respond to. Aim for 100%.

Average Rating

Your overall star rating across all reviews. Maintain 4.5+ stars.

Review Volume

Number of reviews received. More reviews increase credibility.

Review Recency

How recent your reviews are. Recent reviews carry more weight.

Dealing with Fake Reviews

If you suspect a review is fake:

1. Document your concerns

   • Screenshot the review
   • Note why you believe it's fake

2. Report to Riafin

   • Use the "Report Review" button
   • Provide detailed explanation

3. Follow up

   • Riafin will investigate within 3-5 days
   • Respond professionally in the meantime

Legal Considerations

Confidentiality

Never disclose in your response:

• Specific investment amounts
• Personal financial details
• Tax return information
• Estate planning specifics

Professional Conduct

Remember that reviews are public and permanent:

• Maintain professionalism always
• Don't disparage competitors
• Avoid controversial topics
• Stay within regulatory guidelines

Review Templates

For Positive Reviews:

"Thank you, [Name], for taking the time to share your experience! I'm thrilled that [specific aspect] was helpful to you. It has been a pleasure working with you, and I look forward to continuing to support your financial journey."

For Constructive Criticism:

"Thank you for your honest feedback, [Name]. I appreciate you bringing [specific issue] to my attention. I'm always looking to improve my services, and your input is valuable. I'd welcome the chance to discuss this further with you."

For Unhappy Clients:

"I'm sorry to hear about your experience, [Name]. Providing excellent service is my priority, and I clearly fell short in your case. I'd like to make this right - please contact me directly at [email/phone] so we can discuss how to address your concerns."

Remember: Reviews are a powerful tool for building trust. Handle them with care and professionalism.