The heart as a multiplier: how emotional engagement drives business performance
4 minute read
Summary: In this episode, Garry Ridge and Davin Salvagno discuss with Charlie Maloof the transformative power of leadership focused on creating memorable experiences for both employees and customers. They emphasize the importance of counting hearts over heads, highlighting how emotional engagement and a culture of listening can drive meaningful connections and success within an organization.
What’s the story behind Broad River Retail
Broad River is a purpose-driven retail company operating Ashley HomeStores across the Carolinas and Georgia, focused on fostering genuine care, inspiration, and joy in every interaction. Their success story is built on the personal and professional growth of their team, driven by a commitment to valuing people and creating meaningful experiences.
Conversation highlights on emotional engagement that drives business performance
Garry Ridge: “Heart-centered leadership is about caring for the person as a whole, beyond just their job title. When people feel valued and cared for, they contribute to something bigger, and we see the impact in everything we do.”
Charlie Maloof: “Our purpose of ‘furnishing life’s best memories’ isn’t just about the products we sell; it’s about creating meaningful experiences for our customers and a sense of belonging for our team members. Every interaction can be part of something special.”
Davin Salvagno: “If you want people to bring their whole selves to work, ask them what’s going on in their life, what excites them, or what their recent personal wins have been. That’s how you open the door to building a true connection with them beyond the role they fill.”
Garry Ridge: “The heart factor is a multiplier. When you lead from a place of care and purpose, it not only drives engagement but also fuels productivity and long-term success.”
Charlie Maloof: “Counting hearts, not heads, means we focus on the emotional engagement of our people. It’s not just about having a workforce; it’s about making sure they feel valued and genuinely connected to what we’re doing.”
Davin Salvagno: “It’s about creating a place where employees, customers, and communities flourish together. If we’re only focused on profit, we miss the full potential of what a workplace can really offer.”
For the whole conversation, listen to the episode on Spotify, iTunes, or HeartRadio.
Key points on emotional engagement from Charlie Maloof
- Furnishing Life’s Best Memories: Our company’s purpose, “furnishing life’s best memories,” serves as both an internal and external mission. It reminds each “memory maker” on our team of their impact on customers, colleagues, and the community, fostering a culture where meaningful contributions are at the core of our work.
- Counting Hearts, Not Heads: I’ve shifted our focus from merely counting employees (“heads”) to valuing their emotional engagement (“hearts”), believing this approach leads to genuine satisfaction and strengthens our workplace culture.
- Win-the-Day Mindset: For me, success is about winning each day through positive interactions with customers and teammates alike. This daily focus builds a resilient, customer-centered culture that thrives even in a competitive landscape.
Key Points from Garry Ridge
- Leadership as Heart-Centered Stewardship: I believe in heart-centered leadership, where prioritizing employees’ emotional well-being is as vital as achieving strategic goals. This approach amplifies team engagement and drives organizational success.
- The Heart as a Multiplier: I see employee commitment, the “heart” factor, as a powerful multiplier for productivity and engagement, highlighting the need for a caring workplace to achieve sustainable, impactful outcomes.