“Want to find great intake staff for your law firm? We’ve found that candidates with a background in hospitality tend to excel in intake roles—especially at law firms serving the Hispanic community. Why? Because they’ve already mastered the #1 skill you can’t teach: composure under pressure.
Look for people who’ve worked in restaurants. Or retail. Or behind a bar. Seriously.
They know how to keep their cool when a customer is frustrated. They know how to juggle five things at once while still smiling. And most importantly, they know how to talk to people — how to listen, connect, and de-escalate with empathy.
That’s exactly what you need in an intake team.
When someone calls a law firm, they’re usually not having a great day. They’re hurt. Stressed. Confused. The first voice they hear sets the tone. It needs to be confident, calm, and kind — even when things get tense.
Especially in Spanish-language marketing, where cultural fluency and personal connection matter deeply, these soft skills aren’t optional — they’re essential.
So don’t underestimate the power of hospitality experience. It often signals the exact strengths your firm needs to grow.”
– Hugo E. Gomez, Founder (Abogados NOW)