Success in business has long been defined by numbers — revenue, growth, and operational efficiency. But the most impactful leaders understand that behind every number is a person. A team member, a customer, a franchise partner — each driven by emotions, needs, and aspirations.

In this episode of The Bliss Business Podcast, we sat down with Tim Vogel, founder of Scenthound, a pet wellness company that has rapidly expanded through a purpose-driven franchise model. What sets Scenthound apart isn’t just its unique approach to pet care — it’s the emotional intelligence (EQ) embedded in its leadership, culture, and customer experience.

So how does a leader scale empathy? And what role does emotional intelligence play in sustaining business growth?

Leading with Self-Awareness

For Tim, the entrepreneurial journey has been as much about personal evolution as business growth. Over two decades, he’s discovered a core truth:

“The business grows as the leader grows.”

Every stage of business presents new challenges, and the biggest barrier to success is often the leader themselves. Self-awareness — the ability to recognize blind spots, accept feedback, and adapt — is the foundation of emotional intelligence.

At Scenthound, this translates into a company-wide culture of coachability. Tim explains that in every hiring decision, from franchisees to corporate staff, one question takes priority: Is this person coachable?

Because adaptability is key. The best team members aren’t just skilled — they are self-aware enough to evolve with the company’s needs.

Empathy as a Business Strategy

Empathy isn’t just a leadership trait — it’s a business strategy.

At Scenthound, customer relationships don’t start and end with a grooming appointment. Every service is an opportunity to educate dog parents about their pet’s health.

“We help dog parents love and connect with their dogs,” Tim says.

Customers may visit initially for convenience, but they stay because they feel more connected to their pets. And that emotional connection isn’t accidental — it’s built into Scenthound’s entire customer journey.

It starts internally. When franchisees feel supported, they create a great employee experience. When employees feel valued, they deliver exceptional service to customers. That’s why Scenthound prioritizes empathy at every level.

And it’s not just theory — science backs it up. Studies show that companies with emotionally intelligent leadership experience higher employee retention, increased customer loyalty, and stronger financial performance.

The Role of EQ in Scaling a Business

Scaling a company isn’t just about expanding operations — it’s about maintaining a strong culture as the business grows.

Scenthound has opened over 125 locations in just a few years. But rapid expansion brings challenges:

• How do you maintain brand consistency across multiple locations?
• How do you ensure new franchisees share the same values?
• How do you scale the culture that made the business successful in the first place?

Tim’s solution: systems and structure that reinforce the company’s purpose.

Daily huddles, monthly brand updates, franchise advisory councils — these aren’t just operational tools. They are rituals that reinforce the company’s mission.

“Culture is just a compilation of the practices you put in place to reinforce behaviors,” Tim explains.

When every meeting, training, and customer interaction ties back to the company’s core values, emotional intelligence stops being an abstract idea — it becomes a tangible business asset.

Emotional Intelligence as a Competitive Advantage

Business isn’t just about transactions — it’s about relationships.

A company that integrates emotional intelligence into its culture isn’t just more pleasant to work for — it’s more profitable.

• Employees stay longer when they feel valued.
• Customers become brand advocates when they feel understood.
• Leaders make better decisions when they can regulate emotions and read situations effectively.

Tim’s journey proves that businesses don’t thrive despite emotional intelligence — they thrive because of it.

The bottom line? The future of leadership isn’t just about making smarter business decisions. It’s about making more human ones. What role does emotional intelligence play in your business?

Check out the full conversation with Tim Vogel on The Bliss Business Podcast

Originally Featured on The Bliss Business Podcast Blog