Gratitude-Fuelled Leadership: Building a Culture that Lasts
- Nov 14
- 3 min read
By Charmaine De Souza
How Practising Appreciation Transformed My Journey (and My Company)
I’m Charmaine De Souza, founder and Managing Director of BusinessMobiles.com. For 26 years, I have had the privilege of watching the culture of my company evolve into our most valuable asset. Beyond any strategy or market position, what defines us is a spirit rooted in our core values. At the heart of those values is a relentless passion for our clients, both those who walk through our doors and those who share our workspace. Leading with gratitude has shaped the business and changed me as a leader.
The phrase “internal clients” may sound unusual, but it reflects a simple belief: everyone matters. No one should be taken for granted. Whether serving someone inside or outside the organisation, they deserve our very best. That conviction has guided every decision I have made and sustained me through the highs and lows of my career.
My appreciation for gratitude-fuelled leadership began long before BusinessMobiles.com. As an audit and advisory junior at Deloitte and Touche, I often worked late because I wanted to add real value. I spent unpaid hours redesigning client spreadsheets and streamlining processes. On one occasion I found a solution that saved a luxury brand client £100,000 in chargebacks by explaining a Code 10 and secure home delivery procedure that no one had told them about.
Clients responded warmly, yet despite passing their feedback up the chain, I never once received acknowledgement from my managers. Instead of feeling valued, I felt invisible. That experience taught me that recognition is not optional; it is essential. It can be the difference between engagement and burnout, between loyalty and quiet resignation. When I started my own company, I vowed to build a workplace where gratitude was the foundation.
As our small team took shape, I was moved by colleagues who repeatedly went the extra mile. I wanted to celebrate every effort, but as the company grew my attention sometimes slipped. Then a childhood memory returned. My older sister used her Friday pay to buy chocolate for my siblings and me. Those “Chocolate Fridays” were the highlight of the week, small gestures that made us feel seen and appreciated.
Inspired, I introduced Chocolate Friday at work. Each week we gather to share chocolate and read anonymous nominations recognising those who have gone above and beyond.
The room fills with laughter and warmth as stories of quiet effort and kindness surface from every corner of the company. When remote working began, the tradition continued online, with nominations and voting through Microsoft Teams. Hearing about each other’s contributions builds understanding and connection, reminding everyone of the collective strength behind our success.
The weekly prize is modest, but that’s not the point. The recognition itself sends a constant message: “I see you. What you did matters.” As colleagues give heartfelt tributes, the atmosphere becomes more genuine and personal. Gratitude has become more than an idea; it is a daily practice that requires attention and intent.
Looking back, I am proud of what we have created. Our average staff tenure of 11 years is no coincidence. It reflects a workplace where people feel valued, respected and appreciated. Gratitude has built a culture that lasts.
To leaders everywhere my message is simple: let appreciation fuel your leadership. The rewards extend far beyond productivity or retention. They are found in the people whose lives you touch and in the enduring culture that grows when gratitude leads the way.
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