Empathy as a Competitive Advantage in Leadership

Empathy is often described as a “soft skill,” yet its impact on performance, culture, and retention is anything but soft. According to a 2024 Catalyst study, employees who work for empathetic leaders are over three times more likely to be happy at work and more than twice as likely to stay. Still, many leaders treat empathy as optional instead of essential.

On The Bliss Business Podcast, we spoke with Glenn Poulos, seasoned entrepreneur, keynote speaker, and author of Never Sit in the Lobby and 57 Winning Sales Factors. As ex Co-Founder and Vice President of Gap Wireless, Glenn brings more than three decades of experience building high-performing teams and scaling businesses. His leadership philosophy centers on listening deeply, staying curious, and putting people first, even in fast-paced, high-pressure environments.

Listening as a Leadership Superpower

Glenn believes that listening is not just about hearing words, but understanding the meaning and emotion behind them. In sales and leadership, he has found that people respond best when they feel genuinely understood. This principle has shaped his approach to customer relationships, team building, and strategic decision-making. By creating space for open dialogue, leaders can uncover insights that metrics alone will never reveal.

Balancing Performance and Humanity

In competitive industries, there is often tension between hitting targets and maintaining a healthy, supportive culture. Glenn shared how empathy can help leaders strike that balance. By knowing when to push for performance and when to pause for people, leaders can maintain momentum without sacrificing trust. This flexibility not only supports employee well-being, it often drives better results over the long term.

Consistency Builds Trust

For Glenn, empathy is not situational, it is a daily practice. Whether working with a new hire or a long-time customer, showing up consistently with respect, clarity, and care builds trust that compounds over time. This is as critical in sales as it is in leadership. When people believe you have their best interests in mind, they are more likely to follow your lead, champion your ideas, and work alongside you to achieve ambitious goals.

Key Takeaways

• Empathy drives measurable outcomes in engagement, retention, and performance

• Listening deeply uncovers insights that numbers cannot capture

• Balancing accountability with humanity creates stronger, more resilient teams

• Consistency in empathy builds trust that accelerates both sales and leadership success

Final Thoughts

In a world where speed and scale often dominate leadership conversations, Glenn Poulos reminds us that empathy is not a luxury. It is a force multiplier for growth, loyalty, and lasting impact. When leaders commit to understanding and supporting their people, they create an environment where both the business and its people can thrive.

Check out our full conversation with Glenn Poulos on The Bliss Business Podcast.