Empathy as Strategy: How Leaders Elevate Employee Performance, Client Trust, and Organizational Culture

Building Empathy in Leaders

What does empathy look like? When someone takes the time to appreciate and respond to the experiences of others, that is empathy. It seems like a small gesture but has immense impact.

Companies like EY have begun prioritizing empathy as a leadership development skill and a cultural value. Giving empathy attention and intention has resulted in employees feeling less isolated, increased satisfaction because clients perceive their needs are heard, and greater trust. When empathy is missing, the effects are noticeable.

When Empathy is Missing

I arrived early for a medical appointment, checked in, and found the only empty seat in the crowded waiting room. As I settled in, I noticed medical assistants calling patients and apologizing for the long wait. Eavesdropping on conversations, I learned most had been waiting over an hour. Several frustrated patients repeatedly asked the receptionist, “How much longer?”

After sitting for an hour myself, I politely interrupted the two receptionists who had been chatting and laughing with little else to do. I let them know my appointment was at 3:00 but had not been called yet. I asked what was causing the delay. She apologized and explained they were short-staffed and had been behind since the morning. It was now 4:00 p.m.

I understood that staffing shortages happen. But in this healthcare setting, a place where empathy is should be foundational, it was missing at the front door.

Front-Line Communication Sets the Tone for Client Trust

Initial interactions at the front desk or waiting room can build or break trust. They shape how clients perceive the entire organization, often before they receive any actual service. Forbes reports 73% of clients leave companies that lack empathy, while 93% still prefer human connection over digital convenience.

Feeling compelled to speak up for the 25+ others still waiting, I suggested:

“You’ve sent me five text reminders about my appointment. Could you also send a text if there’s a significant delay?”

Her response:

“Those messages are automated. We don’t have access to that system.”

I then proposed verbal updates every 15–30 minutes, so people could make informed decisions.

“We can’t do that. We don’t have time,” she replied.

The message was clear: client communication and empathy were not prioritized or built into their workflow. Training on creating an excellent client experience was likely absent.

When I was finally called back, the medical assistant apologized and explained the reason for the delay. I shared my suggestions to highlight how a small empathetic gesture like updates could have transformed the experience.

Empathy doesn’t just make people feel better. It drives trust, diffuses conflict, and strengthens culture.

1. Empathy Builds Trust and Strengthens Client Relationships

A little empathy goes a long way.

When our family chose an auto repair shop based on their five-star rating, we experienced firsthand why their reputation was so strong. They told us they would need our car for a week and gave us a pickup date. Every 2–3 days, we received updates and were notified early when they anticipated a delay because the technician was sick.

A day later, they informed us the car would be finished on time after all. Their proactive communication built trust. They didn’t wait for us to ask; they empathized with our need for clarity.

I now recommend that shop because their systems reflected empathy, and they were reliable.

Empathy builds trust, and trust drives loyalty.

Research by Kumra and Sharma found that when frontline service workers demonstrate empathy, it predicts both client trust and long-term relationships.

Empathy doesn’t stop at the client experience. Empathy in leadership can turn conflict into connection.

2. Using Empathy in Leadership to Diffuse Conflict

Leaders are wired to solve problems. But sometimes, the fastest way to a solution is to slow down and connect first.

While facilitating a workshop on emotional intelligence, I asked participants to role-play a conflict using empathy. The scenario:

Employee: “I need time off for surgery, but I haven’t been here long enough to earn PTO.”
“Our policy is…”

I paused the role play. The leader had jumped straight to policy, a common move. I encouraged them to lead with empathy with something like:

“I’m so sorry to hear about your upcoming surgery. That can be scary.”

When people feel heard first, they’re more open to problem-solving and less defensive. When they feel affirmed, they are more eager to listen. Listening and empathy affirm others. Those we affirm are usually open to what we have to say.

3. Embedding Empathy into Workplace Culture to Elevate Performance

When empathy is embedded in a company’s culture, it shapes systems and daily interactions. It is woven into communication processes and leadership behaviors.

Baristas, realtors, and coaches who use empathy routinely, like the ones referenced here elevate the client’s experience. The results of those small acts create customer loyalty.

This kind of loyalty is more than a business outcome. It is evidence of a deeper cultural force. When empathy becomes a habit, it transforms not just service interactions but the very way leaders and teams relate to one another.

Leaders who model empathy create ripple effects:

• Employees mirror that empathy with colleagues and clients.

• Trust builds vertically and horizontally.

• Client experiences improve, not through grand gestures, but through consistent, thoughtful interactions that make a lasting impact.

The Bottom Line: Empathy Is a Strategic Leadership Tool

Empathy is more than a “nice to have.” It’s a strategic lever that improves performance, reduces conflict, builds loyalty, and strengthens organizational culture.

Leaders who intentionally integrate empathy into their leadership approach build stronger teams, deliver exceptional client experiences, and create cultures where people thrive. How can you embed empathy into your workplace strategy today?