Traditional business practices have often emphasized detachment and objectivity, with the focus on profit margins, market trends and bottom lines—often overlooking the human element. In the realm of business, the adage “It’s not personal, it’s just business” has long been a prevailing mindset. There is something about this mindset that has never sat well with me.
I often think about one of my favorite scenes in the movie “You’ve Got Mail.” Tom Hanks says to Meg Ryan, “It’s not personal, it’s business,” referring to his cut-throat business approach. She responds by saying to him: “What is that supposed to mean? All that means is that it wasn’t personal to you. But it was personal to me.”
Wherever there are people involved, it’s personal. I’m all about challenging conventional wisdom, so I prefer to lead my business with a flipped “It’s not business, it’s personal” philosophy, which has been both empowering and transformative. It means that in every interaction, transaction or endeavor, there are individuals with unique feelings, needs and perspectives.
As women in a male-dominated industry, we are the ideal leaders to forge ahead with this human-centered approach. To that end, I’ve put together a few key concepts that have worked well as I have navigated this new paradigm:
Know yourself. If you don’t know who you are and what you value, your strengths, weaknesses, goals and triggers, it will be very difficult for you to authentically get to know, set healthy boundaries and empathize with others.
Build authentic relationships. Companies that prioritize building relationships based on trust and empathy often find themselves with a loyal customer base and team members. This is what separates a good company from a great company because it creates a community.
Take a team-centric approach. Most companies typically take a “customer-centric” approach, but I knew I wanted to transform the old hierarchical business structure into a team-based culture that valued each individual’s strengths and their personal growth in order to create a motivated and productive workforce. Riding the coattails of Stephen Covey’s Inside-Out approach, my philosophy has become, “If my team is happy, then my customers will be happy.”
Lead with empathy. Adopting the “It’s not business, it’s personal” philosophy is not just a shift in mindset; it’s a transformative approach that recognizes the value of human connections in every aspect of our lives, including business. This philosophy encourages us to embrace authenticity, nurture meaningful relationships and prioritize the well-being of our teams.
Randi Fuller, owner of Mesquite Tile and Flooring in Mesquite, Nev., brings a distinctive approach to the flooring industry by integrating evidence-based design psychology. She is passionate about cultivating spaces that not only captivate visually but also reflect the holistic principles of well-being.
