When I founded McQuaid & Company (now Serhant SWFL), I knew that success wouldn’t just come from selling properties or closing deals. The true foundation of a thriving business comes from creating a culture where people feel valued, inspired, and genuinely cared for. Over the years, I’ve seen firsthand how leading with heart transforms not just workplace satisfaction but also creates real business results.
The Heart of the Matter
I believe the most powerful thing you can do as a leader is to genuinely care about your team members as people first and employees second. In the high-pressure world of real estate, it’s easy to focus solely on transactions and targets. But what I’ve found is that when people know you have their backs, they’ll move mountains for you.
Every person on my team knows that I see them as individuals with unique talents, dreams, and challenges. I make it a point to understand what motivates each person, what their goals are, and what they might be struggling with. This isn’t just feel-good leadership. It’s strategic. When people feel truly seen and valued, they bring their best selves to work.
Building Relationships That Last
The foundation of our team culture started with trust. During some of our toughest “cereal moments” when the business was struggling, I was transparent with my team. I shared both the challenges we faced and my unwavering belief that we would overcome them together.
This transparency builds powerful bonds. Helen, who became my assistant after I met her during a house showing, stayed with me for 12 years because we developed a relationship based on mutual respect and care. When I asked what kept her motivated, she said it was feeling needed and appreciated. Those simple human desires drive loyalty more than any compensation package ever could.
Creating Moments That Matter
I’m a big believer in what I call “Delight Days.” These are unexpected bursts of joy and appreciation I create for my team. Sometimes it’s as simple as surprising everyone with their favorite coffee drinks on a Monday morning. Other times it’s bigger, like taking the entire team to the premiere of the Barbie movie.
These moments aren’t random. They’re intentional investments in our culture. Every time we celebrate a team member’s birthday or acknowledge a personal milestone, we’re reinforcing that we’re more than colleagues. We’re a family that supports each other through life’s ups and downs.
Personalized Leadership
There’s no one-size-fits-alll approach to leadership. Nicholas, who started working with me when he was just 15, is motivated by recognition of his talents and abilities. Adam thrives on creative freedom. Nicole needed flexibility to balance work with motherhood.
Taking the time to understand these individual needs has allowed me to create an environment where everyone can thrive in their own way. This personalized approach requires more effort than a standardized management style, but the payoff in loyalty and performance is immeasurable.
The Business Case for Compassion
Some might see this heart-centered approach as soft or unbusinesslike. They couldn’t be more wrong. During the pandemic, when many companies were laying off employees, we doubled down on caring. We delivered fun packages to team members’ homes, had weekly check-ins, and found ways to keep everyone connected.
The result? When the market came roaring back, we were positioned to capture more than double the business from the previous year. Our team wasn’t burned out or disengaged. They were energized, united, and ready to serve our clients with the same care they had experienced themselves.
Creating Your Culture of Care
If you’re looking to build a heart-centered culture in your own business, here are a few places to start:
Listen deeply. Take the time to really understand what matters to your team members. What are their dreams? What keeps them up at night? What makes them feel valued?
Be real. Authenticity is essential. Your team can spot insincerity from miles away. Share your own challenges, celebrate your victories together, and be vulnerable when appropriate.
Recognize uniqueness. Understand that what motivates one person might not work for another. Tailor your approach to each individual’s needs and preferences.
Create traditions. Whether it’s monthly team lunches, celebration rituals, or annual events, these shared experiences build bonds that transcend the workplace.
Stand by your people. When team members face personal challenges, be there for them. The support you offer during difficult times will never be forgotten.
The Heart of Success
At the end of the day, business is about people. When you create a culture where people feel truly valued and cared for, magic happens. Productivity increases. Creativity flourishes. Client service improves. And perhaps most importantly, work becomes more than just a job. It becomes a place where people can grow, contribute, and find meaning.
As I often say, I didn’t build my business on beliefs. I built it on behavior around those beliefs. The care we show for each other translates directly to how we care for our clients. And that, more than any marketing strategy or sales technique, is what has allowed McQuaid & Company to stand out and thrive.
Remember, you have the power to create the culture you want. Choose to lead with heart, and the results will follow.
