Success in business is often measured by revenue, growth, and market dominance. But what if the true key to long-term success lies not in numbers, but in human connection?

In this episode of The Bliss Business Podcast, we sat down with Shane Evans, co-founder and CEO of Heights Wellness Retreat (formerly Massage Heights). With over two decades of experience in franchising and wellness, Shane has built a thriving brand centered on purpose, emotional intelligence, and — most importantly — empathy.

But what does it truly mean to lead with empathy? And how can business leaders create cultures that not only drive performance but also cultivate a deep sense of trust, belonging, and shared purpose?

The Role of Empathy in Business Growth

For Shane, empathy isn’t just a leadership trait — it’s a foundational business strategy.

Having grown Heights Wellness Retreat from a single location in San Antonio to over 100 locations across the U.S. and Canada, Shane knows firsthand that sustainable growth requires more than a strong business model. It demands a culture where employees, franchisees, and customers all feel valued, heard, and supported.

One of the most powerful insights she shared is that in franchising, success isn’t dictated solely by the corporate office. Instead, it’s a collaborative ecosystem where franchisees invest not just financially but emotionally in the brand.

“When people buy into your brand — whether they’re employees, franchisees, or customers — they want to leave their mark. And to do that, they need to be heard.”

This mindset led Shane to prioritize deep listening and inclusion, ensuring that franchisees have a voice in decision-making. The result? A franchise network that doesn’t just execute a business model but actively co-creates it.

The Grandma Rule: A Simple Framework for Empathy in Leadership

When asked how she integrates empathy into her leadership, Shane shared a straightforward yet impactful approach: The Grandma Rule.

Inspired by the way she would want her own grandmother to be treated, Shane encourages her team to apply this principle in every interaction — whether with customers, employees, or franchisees.

“You don’t need a manual to tell you how to handle difficult situations. Just ask yourself: if this were my grandmother, how would I treat her? How would I make her feel valued and respected?”

This philosophy has shaped the customer experience at Heights Wellness Retreat, ensuring that every touchpoint — from the initial greeting to post-service follow-up — is designed to make guests feel genuinely cared for.

Rebranding with Purpose: The Evolution to Heights Wellness Retreat

Rebrands are often associated with marketing updates, new logos, and fresh messaging. But for Shane, the recent transition from Massage Heights to Heights Wellness Retreat was about something deeper — realigning the brand with its original purpose.

“We’ve always been about more than massage. Our mission has been to make wellness accessible and holistic. This evolution allows us to serve people in an even more meaningful way.”

By expanding offerings beyond massage and skincare to comprehensive wellness services, Heights Wellness Retreat is meeting the growing demand for integrated mind-body care — a trend that has only accelerated in recent years.

Balancing Empathy with Accountability

One challenge many leaders face is balancing compassion with performance expectations. Shane acknowledges that while empathy is essential, so is accountability.

“Culture without accountability won’t get anything done. You need clear goals, shared expectations, and a framework that allows people to thrive.”

To maintain this balance, Shane integrates values-based hiring, leadership transparency, and structured goal-setting into the company’s operations.

At Heights, they use Entrepreneurial Operating System (EOS) to track performance, ensuring that while the culture remains supportive and people-focused, business objectives stay front and center.

The Future of Leadership: What Role Does Love Play in Business?

At the end of every episode, we ask our guests a simple but profound question: Does love belong in business?

Shane’s response was unequivocal.

“We spend more time at work than anywhere else. The relationships we build with colleagues, franchisees, and customers are what keep people engaged. Love — whether it’s respect, care, or simply showing up for one another — is what makes businesses thrive.”

She emphasized that when employees feel valued and connected, they stay — even when offered higher salaries elsewhere. This underscores a crucial lesson for leaders: people don’t leave companies; they leave cultures that don’t make them feel seen or appreciated.

Final Thoughts: Leadership as a Shared Journey

At its core, great leadership isn’t about having all the answers — it’s about creating an environment where people feel safe, inspired, and empowered to grow.

Whether it’s through deep listening, co-creation, or simply following The Grandma Rule, Shane Evans has built a business that proves empathy isn’t just a soft skill — it’s a competitive advantage.

What are some ways you bring empathy into your leadership? Let’s continue the conversation.

Check out our full conversation with Shane Evans on The Bliss Business Podcast.

Originally Featured on The Bliss Business Podcast Blog