Empathy is important to business success. Research bears this out. One recent study found that 91% of CEOs believe empathy is directly linked to a company’s financial performance, and that more than 90% of employees say they’re more likely to stay with an empathetic employer.
In this issue, we’re talking about empathy. In our Spotlight interview we asked Six Senses’ CEO Neil Jacobs what makes an exceptional guest experience. And he said, “Our role is to make a difference in people’s lives where they feel rested and rejuvenated and leave with an expanded view. In an industry with players claiming service focus, Six Senses stands out as the brand with empathy.”
An enviable position to be in, I’d say.
This need is imperative in spa, where therapists and service providers give a great deal of themselves in supporting the wellbeing of guests. For our team members to be successful in this, this emotional intelligence needs to trickle down from the top and flow outwards.
It takes empathetic leadership to attract and retain top talent, and empathetic business sensibilities to listen to and communicate with our guests. The first point is evident when we talk about “Five spa management blunders that cost you employees,” and the second in a study finding that “People are too busy and guilty for self care.” If you’re in the business of helping others, a valuable message you can send out into the world is that it’s OK to care for yourself.
Empathy is imperative to getting the best out of our employees and giving the best to our guests. It may be the most important soft skill you can develop for your business.
Shouldn’t we all aim to be “the brand with empathy?”
Roger Sholanki, CEO