“Empathy Isn’t Just a Feeling — It’s a Skill You Can Hire For
Hiring empathetic intake staff is critical to a law firm’s success — especially in Hispanic markets where trust and human connection are everything — but how do you actually gauge empathy during the hiring process?
First, define what you mean by “empathy.” It’s not just being sympathetic or compassionate. True empathy is action-oriented. It’s the ability to listen, pinpoint someone’s pain, and clearly communicate what you’re going to do to help.
Clients don’t just want to be comforted — they want solutions. They’re often scared, overwhelmed, and uncertain. An empathetic intake rep doesn’t just say, “I understand.” They say, “Here’s how we’re going to help you through this.”
When hiring, look for candidates who are great listeners, who can stay calm under pressure, and who naturally turn concern into action. Ask behavioral interview questions like: “Tell me about a time you had to help someone who was upset — what did you do?”
Empathy isn’t soft. It’s strategic. And it starts at the first call.”
– Hugo E. Gomez, Founder (Abogados NOW)