The Only Leadership Strategy That Works: Why Caring Drives Innovation and Loyalty
In the business world, we chase strategy frameworks, management hacks, and the latest tech. But in all my years of working with organizations across the globe, one thing has become crystal clear:
The most underrated and effective strategy is simply caring deeply.
This is a story about a wake-up call in Dubai, a hotel employee named Muhammad, and a reminder that caring is not just emotional - it’s strategic.
Trust, Fear, and a Wake-Up Call in Dubai
Let me start with my greatest fear: missing a keynote presentation because I slept through it.
As someone who constantly bounces across time zones, this fear is very real. But it’s never happened. Why?
Because I have two fail-safes:
A chaotic alarm system on my phone - 3:53, 3:54, 3:55. If you’ve done this, you get it.
A hotel wake-up call. Old-school but reliable. Most of the time.
Except this time, in Dubai, the hotel did something different.
I called the front desk: “Can I get a wake-up call at 6:30 a.m.?”
They replied, “Absolutely, Mr. Kanungo. Would you like a second wake-up call?”
I said no. Then they asked, “Would you like us to gently knock on your door if you don’t answer?”
I laughed—and said yes.
The next morning, I slept through both calls. And then, like clockwork, I heard a soft knock.
When I opened the door, a sharply dressed staff member greeted me with a smile. “Just making sure you’re awake, Mr. Kanungo.”
His name was Muhammad. And that knock turned into a conversation I’ll never forget.
When Employees Feel Valued, Everyone Wins
Muhammad told me he loved working at the hotel. “It’s hard work,” he said, “but they treat us really well.”
I asked what made him say that. His answer floored me.
He explained that the hotel once invited the parents of every employee to stay for a weekend - fully hosted. They took them out for a formal dinner and showed them all the opportunities available to their kids.
Muhammad’s parents couldn’t make it from Jordan, but they still talk about it with pride every time they call. That’s how deeply it mattered.
I could feel it, too. In the way the wake-up call was handled. In the care behind that gentle knock. In the way Muhammad carried himself.
It wasn’t just about customer service - it was about culture.
And it reminded me of something I now believe deeply:
You can only trust two things in life: reliable technology, and people who are genuinely cared for.
That’s when trust becomes real.
That’s when performance goes beyond process.
And that’s when customers feel it - because the team feels it first.
Why Emotional Intelligence Beats Every Business Metric
This wasn’t just a great customer experience. It was a leadership case study.
When people feel valued, they take ownership.
When they feel proud, they go the extra mile.
And when leaders care, employees care—and pass that care to customers.
It’s a chain reaction that doesn’t cost millions.
It starts with listening.
With recognition.
With treating people like humans - not units of productivity.
Emotional intelligence isn’t a soft skill. It’s a leadership advantage.
And in a world where automation is everywhere, care still scales.
The strategy that works in every industry, every culture, every economy?
Care deeply.
When you do, innovation becomes easier. Loyalty lasts longer. And your people become the strongest part of your brand.
Want to Build a Culture That Cares and Performs?
If your team is ready to move beyond business as usual and build something meaningful, let’s connect.
About the Author:
Shawn Kanungo is a globally recognized disruption strategist and keynote speaker who helps organizations adapt to change and leverage disruptive thinking. Named one of the "Best New Speakers" by the National Speakers Bureau, Shawn has spoken at some of the world's most innovative organizations, including IBM, Walmart, and 3M. His expertise in digital disruption strategies helps leaders navigate transformation and build resilience in an increasingly uncertain business environment.