Summary: This case study examines how RJ Lee Law employed a simple and respectful follow-up process to help clients share their experiences publicly. The firm aimed to make its strong client relationships more visible online without changing its workflow or applying pressure on clients. By focusing on clarity, timing, and ease of response, RJ Lee Law created a smoother feedback process and strengthened prospective clients' understanding of the firm’s values and service quality.
The Quiet Strength Behind a Law Firm’s Reputation
Every law firm has two reputations. The one they build through their work. And the one that shows up online.
RJ Lee Law has always excelled at the first. Clients consistently describe the firm as attentive, patient, and clear in their guidance. Their gratitude showed up in conversations and referrals. What was missing was a simple path for that appreciation to become visible to future clients who begin their search on Google.
This gap is more common than most firms realize. The people who are happiest with a service often say the least publicly. As a result, the online footprint of a strong firm can appear quieter than the real experience.
RJ Lee Law decided to bridge that gap in a thoughtful way.
A Small Change That Made Client Voices Easier to Share
The firm did not want aggressive follow-ups. They did not want marketing pressure. They did not want anything that interfered with the dignity of the attorney-client relationship.
Their goal was simple. Make it easier for satisfied clients to share a reflection if they wished to. Nothing more.
Propel introduced a gentle, respectful follow-up after each matter concluded. Clients received a thank you message acknowledging their trust. If they chose to leave a review, the option was there. If not, nothing further happened.
This was a system designed to honor the client, not extract anything from them.
What Happened Over the Next Three Months
When the pathway became clear, clients responded.
- 619 clients received the follow-up message
- 75 percent opened it
- 53 percent of those who opened clicked to proceed
- 30 percent of those who clicked took the time to write a review
The firm’s online presence grew from 6 reviews to
81 reviews in a 3-month window. That is 13 times more public validation without the firm changing a single part of its legal practice.
This was not the result of a campaign. It was the result of creating space for clients to express what they already felt.
What Clients Actually Said (Qualitative Themes From the Reviews)
The new reviews did more than increase the firm’s visibility.
They revealed what clients valued most about their experience with RJ Lee Law.
Across the feedback, several themes appeared repeatedly:
↳ Clear Communication
Clients described how the firm explained each step in simple terms. Many mentioned they felt informed and never left in the dark.
↳ Responsiveness and Availability
People highlighted quick replies and timely updates, even during stressful situations.
↳ Professional Support
Reviews often mentioned feeling “supported,” “guided,” or “reassured” throughout the legal process.
↳ Respect and Patience
Clients appreciated the firm’s calm approach. Many noted that they felt heard and treated with respect, especially when dealing with complex or emotional cases.
↳ Confidence and Comfort
A recurring theme was how interaction with the firm made clients feel more confident about their decisions.
These qualitative themes matter because they reveal the deeper truth behind the numbers.
They show that the firm’s values are not marketing language. They are lived experiences.
Why This Worked
- It honored the relationship
Clients felt appreciated, not pressured. This created openness and willingness to respond. - It removed friction
People are more likely to share their experience when the steps are clear and simple. - It aligned with how clients make decisions today
Prospective clients rely on reviews as reassurance when choosing legal representation. - It let the firm’s real story surface
The reviews reflected compassion, clarity, responsiveness, and strong client guidance. In other words, exactly what the firm is known for offline.
How This Changed the Intake Experience
The impact of the new reviews spread far beyond the numbers.
- A stronger first impression
Prospects searching online saw consistent, recent feedback describing positive client experiences. - More confidence in early conversations
Many prospective clients referenced the reviews directly when calling, which helped reduce uncertainty and build trust faster. - A reputation that matched the work
The public picture of the firm now looked like the real one clients already knew. - Momentum that continues naturally
Because the system requires no ongoing effort, reviews continue to grow over time.
A Larger Lesson for Any Service-Driven Practice
RJ Lee Law’s story highlights something important. Great work is often quiet. Clients are satisfied. Cases close. Life moves on.
Yet future clients depend on the voices of those who came before them. They want to understand what the experience is truly like. They want to know they can trust the firm they choose.
A thoughtful follow-up is not marketing. It is a way of honoring the client experience by giving it space to be shared.
Conclusion: The Firm’s Reputation Was Always Strong. Now It Is Visible.
In three months, RJ Lee Law gained 13X more public reviews without altering how they serve clients. They simply created an easier path for gratitude to surface.
This case study is not about numbers. It is about alignment.
A strong practice now has a strong digital presence. Future clients can see what current clients already know. And the firm’s values are reflected not through ads but through the words of the people they helped.
RJ Lee Law did not change its story. Propel helped make that story easier to hear.
Learn more at: itspropel.com | Or call us: (215) 518-0953
