Online Reviews Are Free, Yet Almost Always Overlooked

You know highly satisfied clients are your best advocates. In online reviews clients can make positive statements that you simply can’t, and they do so effectively and uniquely. You may not know that search engines treat online reviews much differently than testimonials on your web site.

We analyzed many five star reviews and have discovered a consistent pattern. Great online reviews have certain characteristics which we describe and illustrate below.

Great online reviews translate to great results in online search results. Most people (83%) equate great online reviews the same as in person recommendations.

Frequent positive online reviews motivate new clients to move forward with your firm. Unfortunately, over 90% of estate and elder law firms are passive. Passive attorneys have few if any online reviews, and sometimes negative reviews.

The Five Elements of a Great Online Review

A good review becomes a great review when it has compelling narrative from a gratified client. In particular, great reviews have strong paragraphs that address five key aspects of your services: Quality, Speed, Cost, Control and Peace of Mind

A good review often starts with the client stating how knowledgeable you are.  They often include keywords to describe the nature of their problem, explain how you and your staff thoroughly and patiently helped to explain otherwise unknown options and helped guide them to a resolution.  This speaks to the quality of your specific services.

Great Reviews will speak to the timeliness of your support. ‘All phone calls and emails were responded to promptly’.  Clients speaking about your fast, efficient service can set you apart.

Any unexpected costs are often the reason for a negative review.  However, a great review will have the client state that it was ‘the best investment they ever made’. Either way, client reviews can speak to the value of the fee for service.

It can be intimidating to visit a lawyer. As multiple clients make statements such as ‘they simplified complex issues’, and ‘used language we could understand’ or ‘they answered all of our questions’ prospective clients know they can be comfortable with your client process.

I used to think this was nebulous phrase, but reading reviews like those in the selected examples below, it clearly is an important factor that can motivate people to move forward.  Great reviews show your humanity and allow you to make a connection in a way that a legal technical article or blog post never could.

If you would like to speak with one of our law firm we have an expanding list of firms located in Tucson, AZ; Los Angeles, CA; San Diego, CA; Denver, CO; Tampa FL; Atlanta, GA; Springfield , IL; Kansas City, KN;  Greensboro, NC; Utica, NY; Baton Rouge, LA;  Boston, MA ; Saint Louis, MO;  Woodbury, NJ; Philadelphia, PA;  Chattanooga, TN;  Houston, TX; Virginia Beach, VA;  Tacoma, WA

What Premier Can Do for You
Premier Software provides the coaching and web based technology needed to acquire and manage great online reviews. To learn more about how you can improve your firms compelling content by maximizing your online reviews read the online review we received below, and then please contact us.

on Google, Apr 27, 2017

Elder Law of East Tennessee

Tom has helped us manage our online reputation by consolidating all our reviews from different sources in one easy-to-use resource. This allows us to track reviews, attract reviews from different websites, boost our Google ratings, get valuable feedback from our clients, and respond promptly to reviews. With Tom’s help, we have switched from a reactive to a proactive approach. Rather than feeling worried about what we can’t control, we now feel confident about our online reputation. Tom checks in regularly to share new ideas and is always available when we have questions. We’ve had an all-around great experience. Thanks, Tom! « less

All the best,

Tom Caffrey
Premier Software


Samples of GREAT Online Reviews

Please read below actual reviews with the type of compelling content that Premier Software can help you obtain and display on your web site and in social media.


5 ★  on Google Aug 15, 2017 Crotwell – Elder  Law  of  East Tennesee                           Shared on Facebook

Roy Liuzza

Amelia and her staff helped us with life planning and organizing our insurance and assets — they were all unfailingly polite, generous, friendly, and helpful. Everything was explained clearly, the documents were all in order — and in the one case where they were not, everything was corrected instantly and completely. Planning for the future is never easy, but it’s so important, and Amelia and her office made it as simple and stress-free as possible. We are very happy with our experience and would definitely recommend Elderlaw to anyone with legal needs. « less

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5 ★  on Avvo Oct 15, 2015 Rosenkranz  Law  Firm – Tampa, FL


Jack and his staff did a fantastic job giving us excellent legal advice and resolving some very difficult legal issues involving medicaid and living trusts. His price was very reasonable and he didn’t even charge us for legal research he did on an innovative idea that didn’t work out through no fault of his own. He and his staff were always very helpful, arranged for numerous phone conferences and never failed to address our needs, and all this done remotely between Michigan and Florida. We were apprehensive at first because of our lack of knowledge but he put our minds at ease and made the whole experience enjoyable. Highly recommended. « less

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5 ★  on Avvo Sep 25, 2015 Rosenkranz  Law  Firm – Tampa, FL

a client

I’ve worked with Mr. Rosenkranz for well over a year as he helped prepare and protect our family finances for my husband’s eventual need to be placed in a nursing home. He was placed in a nursing home in March and Mr. Rosenkranz successfully executed our Medicaid application. Innovative and extremely knowledgeable, my family finances are secure and our income is not only preserved, but better than I could have imagined when contemplating how we were going to be able to afford an excellent nursing home and still leave me enough money to live my life. I believe he deserves his position as the top Elder Care attorney in Tampa. There are less expensive Elder Care lawyers but I feel that Jack Rosenkranz set, met, and exceeded excellent goals for our family. « less


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Shared on Facebook5 ★  on Avvo May 16, 2017 Rosenkranz  Law  Firm – Tampa, FL


After a search for an Elder Law attorney, three different families referred us to Jack Rosekranz. My family hired him to create a trust for my father who was in a nursing home. He and his team had up to date professional knowledge of the laws, local, state and federal, which was impressive. The quality of service we received was excellent. We were kept informed of the progress of our case often in words and terms we could understand. He has also won many awards for his advocacy of Elders. I highly recommend his law firm for any Elder Law service you may need. « less



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5 ★  on Avvo Jul 27, 2017 Foley Law – KC Bankruptcy – Independence, MO                                      Shared on Facebook


Rachel, and her associates – Barb, Felicia, and Pat offer personalized service beyond all expectations, a powerful winning combination, for anyone sincerely seeking professional, knowledgeable, competent and caring help with bankruptcy. I have found in Foley Law the most able and sensitive gentlewomen filled with Christian virtues with an abundance of empathy, kindness, and compassion and the willingness to go to any lengths to give service which eases the suffering and pain of others. Rachel, Barb, Felicia, and Pat each one uniquely has an Angel Heart and acts accordingly.
Rachel Fol ey was a “God-Send” for me. As I searched the internet listings for an Independence, MO attorney, I believe that God directed me to her name, caused me to feel a sense of goodness and rightness about her firm, Foley Law, and further, that God gave me the courage to face my feelings of unworthiness, overcome my fears and actually contact her. I will always be thankful that I did and that she was willing to take my case.

My initial discussion with Rachel was such a great comfort. I was deeply moved and touched when she shared that her practice was her Christian ministry and she greatly eased my feelings of despair by opening her Bible in front of me and reading Deuteronomy 15: 1 “At the end of every seven years thou shalt make a release. 2 And this is the manner of the release: Every creditor that lendeth ought unto his neighbour shall release it; he shall not exact it of his neighbour, or of his brother; because it is called the LORD’S release.”

I am grateful for Rachel’s kindness and sensitivity, her professionalism, her diligence and attention to detail, and her willingness to guide me and be there with me through the resolving of my financial need. Most of all I am grateful that Rachel ministered to me as the sick and hurting human being I was. I believe that God used her to bless me and do for me what I could never do for myself.

Thank You Rachel, Barb, Felicia, and Pat for all your kindness, from the bottom of my heart. I pray that God will especially bless you and keep you always! « less

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5 ★  on Avvo Jan 04, 2015 Rosenkranz  Law  Firm – Tampa, FL

a client

My husband had been diagnosed with Lewy Body Dementia about 4 years ago, and recently he was admitted to the hospital. He was not improving, and I was told he needed to be in a nursing home. Everything happened so fast, and I was unsure of what to do. My daughter, who lives in a different state, found Rosenkranz’s law firm online. I called the number and Jack Rosenkranz answered the phone. I explained the situation, and he said I can help you file for Medicaid, and my husband was transferred to the nursing home. Jack said he works with his staff, Rachel and Brook, as a team. Early in this process, I called the office with a dire concern about the application process, and Rachel told me that Mr. Rosenkranz was out of the country for about 10 days. Honestly, I panicked, but after about 15 minutes I received a phone call from him – he was at the airport out of the country, yet he reassured me that everything was going to be OK. He came back from his trip, and I had a meeting with the team. Words can’t express the feeling of honest truth about them. They are very professional, give very detailed information, and most importantly, have compassion for their clients. I can attest to how, as a team, this office works to help their clients. Mr. RosenKranz was honest and never guaranteed any result, but he said he will do his best, and he definitely did. I couldn’t be happier with the results and with the firm. Thank you. « less


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5 ★  on Facebook Dec 12, 2016 Rosenkranz  Law  Firm – Tampa, FL

Paula Dunigan Bland

I am a paralegal and when I needed help with my elderly parents, wills, powers of attorney, and navigating the nursing home/assisted living facility system, Jack was the person I called. Jack, Brooke and Rachel provided me with all of the documentation I needed and, more importantly, help, information and more compassion than I could’ve hoped for. They took all of my calls and emails (which were numerous) and provided me with help in the navigation of getting a parent into a facility. They assisted with Medicare/Medicaid and spousal support issues for my other parent, as well as offering explanation to my elderly parents of everything that was going on, all in terms that they could understand. They have intimate knowledge of the nursing home/assisted living facilities and are more valuable than I could ever express in this review. « less

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Shared on Facebook5 ★  on Avvo Oct 07, 2016 Rosenkranz  Law  Firm – Tampa, FL

T Barnes

In my search for the “right” T&E attorney to handle my father’s an d my estate needs, I was highly impressed with Mr. Rosenkranz and his staff upon our initial conversations. They were responsive, sensitive, and detail oriented when explaining the unique options for both my father and me so I made an office appointment with Mr. Rosenkranz for my father. My very intelligent, opinionated, and “with it” 87 YO father typically finds something negative to say about everybody he meets, and even more so for attorneys and about the “justice” system in general. So setting up the appointment for him to sign estate documents made me very nervous when I realized I would not be able to make it to the appointment myself. However, late that night after the appointment, I was shocked when my father called me and raved about Mr. Rosenkranz and his staff. That was about a month ago and he still is talking about how impressed he was with them, totally unsolicited.
Estate planning, wills, and deep family and financial issues are extremely sensitive issues by their very nature. Mr. Rosenkranz’s firm was exceptional and gave me full confidence that these sensitive issues were professionally and responsibly handled in the kindest way for my family and I highly recommend him for anybody requiring trust and estate planning. « less

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Shared on Facebook5 ★  on Avvo Aug 17, 2016 Rosenkranz  Law  Firm – Tampa, FL


My siblings and I were referred to Mr. Rosenkranz from a friend. We were in need of quick advice as our mother unexpectedly became ill. During our crisis it was the best thing that happened. Mr. Rosenkranz and his staff were thorough with their work and always available to us with questions and/or concerns They made a unbearable situation bearable and for that we will always be grateful. Mr. Rosenkranz and his staff are extremely versed in the Medicaid and Medicare laws and there were no surprises. They said they would get my mom on Medicaid and they did. In addition, they did so in the upmost professional manner. My family is spread across the U.S. but we had no issues with dealing with the law office. My mom and my family will be forever in their debt and would have no qualms about referring anyone in need to Mr. Rosenkranz. « less



Tom Caffrey will be speaking on how your internal client processing procedures will impact your online reputation, plus show online tools to manage client reviews across the internet,  at the February 24 – 26, 2017 at the Omni Bedford Springs Resort in Bedford, PA.

How do you manage your online reputation?

Learn Need to Know information on how to get ahead and stay ahead with your online reputation. Google now assigns a star rating based on a single review.  One bad review can wreck your rating.  If your online reviews don’t look like this firms dashboard then you need to learn about how to get your firm out in front.

Dashboard of Law Firm Online Reviews


Video Conference Technology for Elder Law Attorneys

About the Speakers

Michael J. Amoruso is a NAELA Fellow and Vice President. Tom Caffrey is President of Premiere Software. Stephen J. Spano, MBA, JD, CELA, CAP, practices elder law in Saugus, Massachusetts.

Wednesday, February 22, 2017  • 12:00 PM ET • 11:00 AM CT • 10:00 AM MT • 9:00 AM PT (up to one hour) To Register: To avoid any security/system time out settings, please sign in to your NAELA account first before clicking on the event link to register.
Cost: Free to NAELA Members

Get the Most Out of Your Lunch and Learn

This Lunch and Learn is based on the NAELA News article by Tom Caffrey of Premier Software. To get the most out of this Lunch and Learn, we encourage you to read this article first.

The Conversation
Web-based video conferencing is changing how some elder law firms allocate limited time, expanding how they deliver legal services, allowing firms to offer a more personal client experience, and, most importantly, making a favorable impact on firm profitability. Visualize your firm’s use of technology 10 years ago compared to what you use today and try to imagine how you will be using technology in five or 10 years. Is there any chance that online visual collaboration will not become a greater part of your firm’s operations?


Opportunity Cost ‘What a Concept’: 

A four lawyer firm, 15 active users, elected to rent a server five years ago. Server hardware, set-up and related maintenance and remedial support is included.  Compared to a hosted server from any number of vendors at a per user monthly cost of $80. to $150 and the math adds up over five years to $100,000.

The lesson is this, get a second or  third opinion before you commit to that ongoing cloud expense.  You can have a managed on-site server for a fixed monthly fee and have access to it from anywhere.  It is actually easier and faster in use and better for printing compared to the ‘cloud’ hosted server option.

What about disaster recovery, backup and redundancy?  
Disaster recovery on-site and also online (i.e. in the cloud) is something every firm should have in this new age of ransomware.  This too is a newer standard option. Disaster recovery can actually be set to run on totally different infrastructure supported by a company other than the primary system provider.  What if your hosted system (cloud) provider stops answering their phones.

If you would like to speak to a partner at the above referenced firm, or law firm owners in similar firms who have also saved a bundle while benefiting from better performance, just give us a call or send an email.

TextMagic is a web based service that offers many Text related features. I use it to bridge the gap between communicating between Smartphone SMS text and use of PC based email.

My example involves communicating with Ryan, my son, a junior at Franklin and Marshall.  Ry is a champion at text messaging, while I on the other hand prefer email. Enter TextMagic – at $.04 cents per 152 characters.  I can login to my account and send emails to my son’s smartphone at $.04 per text message.  Longer email messages are broken into a series of up to six SMS text messages.  SMS replies and delivered back to me as emails.  So, problem solved, my young son gets his texts and I get my email.

If you, like me, would prefer using email and the convenience of using your PC for sending SMS text messages, go ahead and try it. Visit and buy a bank of messages, $20. will allow 500 SMS messages.


Client Reviews are often compelling ‘stories’ that once read can motivate new contacts to become new clients. This type of advertising and marketing can’t be bought, it is only earned thru all of your firms’ good work. Certified online reviews facilitate the process of getting the word out as they are the modern form of Word of Mouth marketing. The New Online Reputation Management NORM involves leveraging the power of client reviews through publication in multiple online venues. This generates more ideal clients because they originate from the best source possible, your most satisfied clients.

Click Here to View 10 Ways to Define and Measure Success Online


The following IMO is a good example of the power and flexibility of Time Matters applied to a common law firm task

I just received a call from our client Hannah who stated,  ‘I have another Excel file for our Mailing List. I need to import and print labels).  So how long would you say that would take, using your system what ever that is ????

We combined ‘concatenated’ first and last in Excel to create a full name, saved to CSV, next in Time Matters created an import template from scratch, imported 726 new Contact records coded as Professionals with a profession of Financial Planner – searched tagged and printed labels.  I noticed on my telephone display the total time was  9 minutes and 15 seconds  Can you do that with your  practice management software?

If you know how to actually use these basic features, I believe you can save boat loads of time and manage your practice far more efficiently.



You may know your Fair Issac Co. score (FICO) score but do you know your PEER score? By PEER score I mean Practice Efficiency and Effectiveness Rating as it relates to any LPM software, such as use of Time Matters.

The Problem:
The most frequent comment we hear by lawyers at conferences about their softwre is:
‘We use (fill in the blank) software but only use 10%, how can you help us use it better …”

The Solution:
First we need to assess how you are doing.  You may have conquered only 10%  but what 10% and ideally what other areas are available and worth pursuing in your situation.  So we have a checklist document that we use as a tool to determine what you do know and don’t know, and what is worth going after.

As the saying goes,” Little hinges can swing big doors” and often the means to save time and to manage much more effectively are right in front of you, hiding in plain sight.  Here’s an info graphic (one small piece of a more comprehensive tool) that you might find useful.
Here is a link to the actual assessment form, please try it (only takes about a minute) .

Do you know your Premier Efficiency Score?

Do you know your Premier Efficiency Score?

Click the Linked text:
Go ahead and fill out the form, it only takes a minute to get your score

The Problem:    Integration with VOIP Dialing tele voip 2
It has been difficult to integrate Time Matters with VOIP telephone apps for automated dialing.  It is also cumbersome to automatically dial any on screen telephone number using VOIP apps.

The Solution:          PremierDialer™
PremierDialer™ solves this problem.   Time Matters  provides for the capture of various contact telephone numbers and Time Matters provides an automated dialer.  PremierDialer™  will automatically transfer the number and execute the VOIP call.
To learn more watch the Click to View 2 min Video:


logo premier

Your firm is leaving money on the table if … it doesn’t have an effective follow-up system for a few specific situations.  A potential client who invested their time (and yours) to attend a seminar, workshop or initial meeting but has not yet retained you, is worth additional effort in cultivating a relationship. What are you doing to make it so?

Time Matters is what you make it. The following illustrates how Time Matters (or any software with similar features) may become an effective follow-up system that generates extra revenue for your firm. This revenue is mostly net profit since you already have the people and software you need to make it so.

For example,  Initial Consult Follow-up System

After a consultation simply update the ‘Result_mtg’ field (Select:  Retained, Closed, one of several Follow-up options)

Resulting Workflow:
Trigger an immediate letter
Triggers if NYR Not Yet Retained –  2 week, six week and six month follow-up letters

Document Drafting Quicktab
Documents are quickly assembled using calendar Todo records at 2 and 6 weeks and 6 months.  (Note: In the contact record, the follow-up sequence may be stopped by simply selecting “Follow-up Ended” or changing the code from prospect to client.)

Yes, you have to invest some time to get this set-up, however, if you hire someone on a DFY – done for you basis, you can quickly transition to DIY for variations on this set-up for future follow-up sequences.

Either way you will receive a nice return on your investment in Time Matters.

Image 1 Change to Result of Meeting field – NYR – Fee Quoted
triggers multipe future follow-up letters

NYR Not Yet Retained- Fee Quoted


Image 2 Doc Drafting List – Generate documents in a few seconds with a few clicks


Doc Drafting Quick Tab for Follow-up letters