MULO Brands With Soul: KINDR
This month, our “brand with soul” is not a MULO brand at all. It’s KindR, an organization committed to making workplaces kinder, which attracts the best talent and ensures retention and growth.
The war for talent at MULO (multi-location) restaurant, retail, and service brands does not have to be a bloody battle. In fact, by adopting human-first practices, these businesses can continue attracting service-oriented people who are committed to success and loyal to their companies.
Shereen H. Eltobgy describes herself as a Transformation and master Flow Coach. She is also the Chief of Belief at the KindR Foundation, “on a mission to increase well-being and happiness in individuals, organizations, and communities.” Eltobgy’s focus is the business community.
Eltobgy came from Zappos, one of the first major companies to promote its culture of happiness publicly. We sat with her to discuss whether kindness has a place in the fast-paced MULO ecosystem (and why).
Do you have any data that proves that kinder organizations are more successful?
“Yes! According to Gallup, these businesses are 21 percent more profitable and 20 percent more productive. Kindness fuels happiness, trust, and psychological safety—Google’s #1 trait of top teams. People stay where they feel seen, safe, and supported. It reduces turnover by up to 50 percent, saving companies millions. Kinder companies retain talent, perform better, and build cultures where people (and business) thrive.”
What are some top “people challenges” for MULO retailers, restaurants, and service businesses today?
“Burnout. Turnover. Disconnection. MULO brands scale fast—but often without heart. Without kindness and connection, loyalty fades. To keep teams engaged, leaders need to lead with care. That’s how you scale soul—and people stay.”
As you know, consumer-facing brands (fast food, high-volume retail, convenience stores) constantly have to deal with impatient and sometimes even rude customers. How can brands train their teams to cope with that without burning out?
“Teach kindness as a mindset, not a script. Mindful tools like breathwork and gratitude build resilience. When employees feel supported, they respond—not react—even to tough customers. That’s how you reduce burnout and boost well-being.”
Do you have any case studies that prove the power of kindness?
“Absolutely. I led the C.A.R.E. program at Northwell Health, one of the largest health systems in the U.S. It created a kinder, more connected workplace culture that touched patients, staff, and entire communities. Even years later, during the pandemic, CEO Michael Dowling continued to lead with heart. By prioritizing kindness, he restored trust and boosted morale in times of fear and crisis. The ripple effect of kindness is real and powerful. When people feel seen and safe, extraordinary things unfold.”
What’s on the horizon for your organization?
“At KindR, we’re scaling Mindful Kindness across workplaces, schools, and communities. Our mission: make kindness teachable, measurable, and transformative. We’re building a future where heart-led leadership isn’t rare—it’s the norm.
Kinder leadership is the future. It’s not soft—it’s strong, clear, and deeply human. I’ve witnessed its power to transform teams, cultures, and lives. Kinder leaders lead with presence, empathy, and heart. When people feel seen and supported, they thrive—and so does everything else.”
So, the next time a disgruntled diner complains about the chewiness of their steak or the way their new shorts ripped the first time they wore them, your employees can take a deep breath, lead with kindness, and ensure that the situation is calmly diffused. We can’t guarantee you’ll never see another scathing Yelp review, but you may find that your workplace serves up more smiles and your top talent wants to stick around and invest in building your MULO brand.
