The last missive in this series discussed the potential for culture to be a competitive advantage. This missive discusses the potential for making empathy – which is ideally reflected in an organisation’s culture to be a competitive advantage.   I recently required the services of a real estate agent. I approached six and received responses from 5. Four of the five used our interaction to tell me how good they were – spruiking their track records of sales. The fifth of the agents that responded called me to find out what I was looking for, what my requirements were and how they might help – before assuring me they could help. Which agent do you think I appointed? Have you had similar experiences?   Last year, when I was renovating a home, I recall a tradesman telling me at length about his brilliant skills and quality workmanship. What is more,…