“Attorneys, you’re not going to want to hear this, but the truth is most people don’t want to call you. Think about it. Most of the time, whenever someone needs to hire a law firm it’s because they’re dealing with something stressful in their life: a car accident, a lawsuit, a divorce, a bureaucratic mess. It’s rarely a “good news” moment.
That’s why the professionalism of your intake team is so important.
Clients don’t want to talk to someone who sounds bored, rushed, or like they’re just checking boxes. They want someone who cares — who brings calm, clarity, and confidence to a tough situation. Someone who listens.
Professionalism doesn’t mean being robotic. It means being reliable, respectful, and poised under pressure.
So how do you screen for that when hiring?
It starts with the resume — but it doesn’t end there. Look at their past roles. Were they customer-facing? Did they stay long enough to grow? More importantly, observe how they interact when no one’s watching. Are they polite to the receptionist? Do they treat every team member with respect? The way someone carries themselves day to day often reveals how they’ll show up for your clients.
Intake is the first impression of your firm. Make sure it’s a professional one.”
– Hugo E. Gomez, Founder (Abogados NOW)