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As CEO and founder of five successful companies, Dr. Ryan Centers He has grown his small company into a $25 million enterprise with two nonprofits and over 500 employees. In addition to his business acumen, he is also a performance psychologist, leadership expert, and a dedicated foster parent to 11 children.
Centers’ approach to empathy-driven leadership is apparent in his work with nonprofits and in his podcast, “Unleash your purpose‘ where he inspires others to build impactful and profitable businesses. We asked Centers to share a little bit about where and how empathy fits into his extraordinary journey of entrepreneurial success.
What role does empathy play in entrepreneurial success and how can you cultivate this quality?
When I was a young leader, I worked for a boss who didn’t know I had adopted a son. He never asked me and I barely saw him. He never told me I was doing a good job. The only time I saw him was when I did something wrong. I was miserable. I vowed to never be that type of leader. Everyone needs appreciation. Think of affection in the workplace as “words of affirmation.”
Work takes up a third of our lives, we need feedback, and we need to know our managers care about us. Being a leader isn’t about “being in charge” – it’s about caring about those who are “in charge.”
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Many people believe that empathy and profitability are mutually exclusive. As a business leader, how do you reconcile the two?
The goal of a business leader is to add value. It can be a product or a service, but the focus is on providing value to the customer. If you lead by adding value, the market will reward you with a dividend.
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How can you incorporate empathy into your leadership style while keeping your company profitable and competitive?
As a leader, the primary way you can embed empathy in your organization is by caring about those under your care. Old school, traditional leadership is about having a position or title with some power. But true leadership is about being someone who is there to serve. The only leadership is servant leadership. Leaders are called to serve and support those under their care.
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Can you give us an example of a business decision that was heavily influenced by empathy and the outcome?
We recently established a Staff Care Fund where employees can reach out to members of our team when they are experiencing personal issues. We’ve used the fund to help pay for counseling sessions after a divorce, provide support during cancer treatment, and even host a few baby showers.
The best part is, we’ve seen a culture of compassion fostered throughout the company. Staff have even helped co-workers welcome their first foster child. We’re learning that a culture of empathy and compassion is contagious. All it takes is to get started.
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As a foster parent, what lessons about empathy and resilience have you learned from children that you apply to your business practice?
As a foster parent, I have learned that I need to give every child who comes into my home a “second chance.” I strongly believe that children need a chance to “do it again.” When children meet an adult for the first time, they often try to ignore them by avoiding eye contact. However, I teach my children that they are meeting an adult and should make eye contact and shake hands. This is a life skill that has been lost for a long time nowadays. My 13-year-old son has anxiety and struggles to do it every time. However, when a family friend comes to our house, if my son doesn’t shake hands or say hello, I ask for a do-over. I tell the friend that my son and I have been practicing saying hello and that I will try again, so don’t worry about it.
Our team needs the same. We need do-overs, second chances. Don’t worry about mistakes, unless it’s a matter of integrity. Mistakes are part of the process. Mistakes are a way to grow again and again. Mistakes are not fatal, they are learning opportunities. When team members understand that mistakes are not fatal, they are more likely to take initiative, try new ideas, and take responsibility for more projects. This is very important.
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