Vacation Surprise: Leading with Empathy

My wife had been feeling exhausted and decided to surprise me with a trip to Mexico. She researched and found an all-inclusive resort in Cancun for us. On our first day there, she introduced me to her new friend Cindy, whom she met at the swim-up bar.

After exchanging some small talk, Cindy inquired about my job. I shared that I worked as a business coach and motivational speaker. My role involved guiding individuals and companies to discover their true purpose, allowing them to live in line with their beliefs and create a positive impact on the world.

Cindy paused briefly, then asked, "How do you do that?"

I described to her my process of helping clients explore their deepest beliefs, principles, and emotional connections with customers, employees, and the community.

Cindy, intrigued by our conversation, shared that she owned Ridgewood Moving Services, a business in New Jersey. She told me about the unexpected loss of her husband in 2005 and how she had to take over his company while grieving. She faced many challenges as someone with no prior experience managing a business.

I expressed my condolences to her, saying, "That must have been an incredibly difficult experience for you." She nodded in agreement and replied, "It was. I had to rely on my employees to guide me through the operations." As Cindy opened up about the loss of her loved one and the struggles of running the company, she shared, "Being new to this industry, I took the time to observe, listen, and collaborate closely with our customers. And through this process, I understood that moving is a deeply emotional event for people."

"Cindy, it's fascinating. What emotions did you sense when communicating with your clients?"

"I've noticed that our customers often go through various emotions - relocation can trigger feelings of grief, concern, anxiety, happiness, adventure, and reminiscence. Is that what you meant by 'emotional connections'?"

"Exactly!" I exclaimed. "You just listed some of the common emotions people feel when adjusting to a new location. So, how do you build an emotional connection with your customers while they experience these emotions?"

Cindy's face brightened with comprehension as she nodded. We then discussed how she had naturally integrated empathy, understanding, and kindness into all aspects of her company's operations, creating an atmosphere of emotional safety and prioritizing the needs of her team and customers. "They've nicknamed me the 'Move Therapist,'’ Cindy chuckled, referring to her reputation for caring deeply about others.

I couldn't help but exclaim, "That's a fantastic way to stand out from the competition!" Authenticity and vulnerability are key to building an emotional connection, and you appear to incorporate both into your business approach. But I have to inquire: were compassion, understanding, and kindness specifically chosen as part of your brand identity?"

After many years of working in the Moving Industry and searching for a way to align my personal values with this business, I have come to view my connections as important and valuable as my friendships. I lead my team to prioritize open and safe communication about our current state and future goals – and we extend the same approach to our customers. Their well-being and satisfaction are truly important to us.

I couldn't suppress the smile that spread across my face. "Cindy, your kindness has a ripple effect that reaches far beyond yourself," I responded.

"I strongly believe in giving back."

I responded, intrigued, "Can you tell me more about this concept of giving back?"

"It's incredibly important to me, Jonathan," Cindy said with an animated expression and a passionate tone." At our company, we believe in social responsibility and actively work towards it."

Cindy proceeded to explain how her company mobilizes their fleet for hurricane relief efforts and actively participates in Move for Hunger, a non-profit organization that works with the moving industry to collect unused food from people who are moving and donate it to local food banks. Additionally, she mentioned donating her firm's trucks and materials to various shelters, hospitals, and charitable organizations, volunteering on multiple non-profit boards, and organizing an annual toy drive.

Cindy's energy was infectious, and I was thankful for making a new friend. As we finished our chat, Cindy expressed her gratitude for my time and advice. She handed me a slip of paper with her email address and exclaimed, "I'm feeling so inspired!"

As Cindy turned to leave, she looked back at me and said, "Remember to practice empathy!"

"Absolutely," I replied. "It truly makes a difference when you focus on creating something meaningful."

I stood there, absorbing the wisdom of her parting words. She was right - the presence of empathy in relationships and organizational cultures is crucial for positive outcomes and achieving results.

On the first day of our vacation in Cancun, I was thankful for encountering such an inspiring leader. When I shared this with my wife Jen, she smiled and said, "That's a great story for your blog."