When you think of “empaths,” who comes to mind?

As someone who spent two decades as a pediatric nurse, my first thoughts have always been healthcare workers, school counselors, therapists—people in professions where compassion is the job description. What I never expected was to discover a team of deeply empathic individuals in an industry where drywall, dehumidifiers, and demolition reign.

Today, I had the chance to visit a small but impressive company in Central Texas: All Nation Restoration, a locally owned and operated firm specializing in water, fire, and mold remediation. On the surface, their work is technical, physical, and fast-paced. But spend more than a few minutes with their team, and you’ll quickly realize that beneath the work boots and restoration vans is something much deeper: a culture built around emotional intelligence.

Their secret weapon? Empathy.

To understand why this matters, let’s zoom out.

When a homeowner calls a restoration company, it’s rarely for something routine. Pipes have burst. Mold has spread. A fire has damaged rooms filled with memories. These calls come with emotion, urgency, and often, panic. In those moments, the person on the other end of the phone isn’t just scheduling a job—they’re someone’s first line of support.

And that’s where All Nation Restoration sets itself apart.

From the office to the field, every team member I met didn’t just describe their duties—they described how it felt to serve people in these vulnerable moments. They used words like “compassion,” “hurt,” and “energy.” Nearly every one of them identified as an empath.

Meet Marleny: The Heartbeat of the Office

Marleny is the glue that holds the internal operations together. She answers phones, coordinates crews, handles insurance complexities, and supports clients emotionally—all from behind a desk.

She was the first to introduce the idea of empathy while talking in the office to the staff about their day to day operations and work.

“I’m so empathic that sometimes I just have such a hard time because I feel so bad for so many people. I had no idea when I took this job how hard it would be—not physically, but emotionally. I feel everything, I feel for them.”

Marleny recounted the story of an elderly woman who calls often—sometimes just to talk. “I never rush her off the phone,” she said, “because I know how important those conversations are to her.”

This kind of compassion doesn’t go unnoticed. One recent customer review praised Marleny’s patience and kindness, stating that her voice alone brought comfort in a stressful time.

In an industry driven by logistics, her empathy is the true differentiator.

Meet Bryan: Empathy Onsite and Off the Clock

While Marleny anchors the office, Bryan is boots-on-the-ground. He’s one of the company’s primary assessors, often the first person to walk into a damaged home. But even after hours, his phone remains on.

“My own family recently went through something tragic,” he shared. “And I think about how I would want someone to treat us if it were our home or my own situation needing some TLC. That’s why I still take calls after hours, on my drive home—because sometimes people just need to know they’re not alone and sometimes they need to talk and ask the question again to get the entire situation more clear in their minds, and that is Ok, I get it.”

Bryan’s reviews are incredibly moving. Clients mention not only his professionalism but his presence—how he calms panic, listens attentively, and takes time to explain each step. One client wrote, “Bryan wasn’t just a worker—he was our emotional support in a disaster.”

He doesn’t just fix homes. He helps people rebuild emotionally, too.

Meet the Owner: Ben Haugh’s Leadership Through Listening

At the center of it all is Benjamin Haugh, the founder and owner of All Nation Restoration. In a recent Chase Bank commercial, Ben was featured as a small business leader making a difference. But beyond the TV spotlight is a man who leads with empathy every single day.

“We’re all human,” he told me. “We all get hurt. When we’re in need, and one person meets us right where we’re at—that can change everything.”

Ben shared a recent story of a dissatisfied client. Instead of deflecting blame or hiding behind policies, he listened. He showed up. He fixed what needed fixing and offered his sincere concern. Days later, he received a handwritten letter—an outpouring of gratitude that reinforced his core belief: caring, honesty and humility is the cornerstone of service.

This isn’t just philosophy. It’s policy. Ben has built a workplace where empathy is modeled, encouraged, and rewarded.

Empathy in Business: Why It Matters

Empathy might sound soft, but in the service industry, it’s a strategic asset. Studies show:

•           76% of customers stop doing business after just one bad experience—even if it’s minor.

•           20% higher customer satisfaction is seen in companies with emotionally intelligent teams.

•           Up to 60% more repeat business and referrals come from service organizations that lead with care.

When homes are destroyed and stress is sky-high, clients don’t just remember what was fixed. They remember how they were treated.

Empathy builds trust.
Trust builds loyalty.
Loyalty builds businesses.

Reframing the Restoration Industry

Before my visit, I never would’ve guessed that a restoration company could function like a second emergency room for people in crisis. But after spending time with the team at All Nation Restoration, it’s clear: their job isn’t just about walls and water—it’s about people.

They answer tough calls.
They hold space for raw emotion.
They offer dignity to those overwhelmed and exhausted.

What struck me most is how unified the team is in this mission. From front-desk staff to field techs to the owner himself, there is a shared value system centered on feeling with others, not just working for them.

It reminded me of something profound: empathy doesn’t belong to one industry. It belongs wherever people are hurting—and wherever someone is willing to say, “I see you.”

All Nation Restoration has built something rare: a service business where emotional intelligence isn’t just tolerated—it’s celebrated. Where empathy is part of the onboarding. And where each client is treated like a whole person, not just a policyholder.

In a world where many service interactions feel cold or transactional, this company stands as a warm reminder that caring isn’t a liability—it’s a legacy.

And if the rest of the service industry took a page from their playbook, maybe fewer clients—and employees—would feel alone in the moments they need help most.