Emotional Intelligence as the Hidden Engine of Growth

Emotional intelligence is often talked about as a personal trait, something nice to have if you want to get along with people. In reality, it is the hidden engine that drives leadership, culture, and growth. Companies that ignore emotional intelligence may hit short term goals, but they miss the deeper connection that sustains engagement and innovation over the long run.

On The Bliss Business Podcast, we explored this idea with Kath Allen, Founder of Hike Doggie Inc. and Hike Doggie Franchising LLC, and Abbey Lee, Partner of Hike Doggie Inc. and Hike Doggie Franchising LLC. Their journey from a passion for dogs and the outdoors to leading a fast growing national franchise illustrates how emotional intelligence shapes every stage of leadership and business building.

Lessons from the Court and the Classroom

For Kath, the roots of emotional intelligence began on the basketball court. As a Division II athlete, she learned quickly that teamwork, coachability, and communication were the keys to success. Later, as a global account manager in the corporate world, she realized that what mattered most was not technical knowledge of products but the ability to build authentic relationships. Clients did not remember the details of the fleet; they remembered how she made them feel.

Abbey came to the same realization through education. With a background in teaching and child psychology, she understood early how emotions shape behavior and learning. As she transitioned into business, those skills carried over into leading teams, supporting franchisees, and raising her own children. She describes emotional intelligence as listening deeply, resisting the urge to “fix” everything immediately, and cultivating awareness of what people are feeling in the moment.

Emotional Intelligence in Action

One of the clearest examples came from a difficult day on the trail. A misstep by a hiker led to a dog getting injured, and Kath had to act quickly. Rather than avoid the problem or minimize it, she leaned in with transparency and care. She covered the vet bills, kept the owner informed minute by minute, and personally visited the dog during recovery. That commitment not only repaired the relationship but deepened it. The same client eventually became a franchise partner.

The lesson is simple but powerful. Emotional intelligence transforms conflict into trust. It shows people that mistakes will be met with accountability and empathy rather than excuses. In business, these moments define culture more than any mission statement.

Building Systems that Reinforce Values

As Hike Doggie expanded, Abbey drew on her teaching background to build systems and training platforms for franchisees. Emotional intelligence became part of the curriculum, not an afterthought. Weekly leadership lessons were woven into the onboarding process, ensuring that new franchise owners learned how to listen, empathize, and lead with care alongside the operational basics.

These systems reflect a deeper truth. Emotional intelligence is not just an individual skill; it is a collective practice. When companies embed it into rituals, training, and communication, it becomes part of the organizational DNA.

Family, Business, and Empathy

Running a business with family members is often seen as risky. Kath and Abbey know the challenges firsthand. They have had hard conversations about roles, expectations, and how to keep fun alive in the work. What made those conversations productive was empathy. Instead of avoiding tension, they leaned into honesty, listened to one another, and found a path forward. The result is a stronger partnership and a culture of openness across the company.

Their story demonstrates that emotional intelligence is not about avoiding conflict. It is about approaching conflict with curiosity, patience, and care. This mindset turns potential fractures into opportunities for deeper trust.

Purpose as a Guiding Light

Purpose is the ultimate expression of emotional intelligence at scale. At Hike Doggie, the mission is to “make dogs as happy as they make us.” It is intentionally unachievable, ensuring that the company continues to strive every day. For the franchising side, the mission expands to creating opportunities for dog obsessed people to build fulfilling lives and stable businesses.

Purpose is not left in a manual. It is reinforced daily. Core values such as “do the right thing,” “safety is non negotiable,” and “surpass client expectations” are called out and celebrated. Employees and franchisees know what decisions to make because they understand the mission. Empowered by purpose, they act autonomously with confidence that their choices align with the bigger picture.

Love as a Business Principle

Perhaps the most striking theme is love. At Hike Doggie, even the email domains for franchisees include the word “love.” This is not accidental. Love is positioned as a core value — love for dogs, love for clients, and love for the team. The company’s culture is built on showing care in tangible ways, from celebrating employees to creating joy filled experiences for customers.

Abbey describes love as showing up with passion for the work and people you interact with every day. Kath emphasizes that if you are not sure what to do in a tough moment, choose the loving thing. It will almost always be the right path.

Key Takeaways

• Emotional intelligence is the foundation of trust, resilience, and growth.

• Leaders build connection not by having all the answers but by listening and responding with care.

• Systems and training can embed emotional intelligence into organizational culture.

• Conflict, when met with empathy, strengthens relationships rather than breaking them.

• Purpose gives people autonomy and alignment without constant oversight.

• Love is not a sentiment but a strategy for lasting connection and performance.

Final Thoughts

Emotional intelligence is not a side skill. It is a leadership superpower that drives both human connection and business results. Kath Allen and Abbey Lee’s journey with Hike Doggie shows that when leaders embrace empathy, purpose, and love, they build companies that thrive far beyond financial metrics.

Check out our full conversation with Kath Allen and Abbey Lee on The Bliss Business Podcast.