is “go the extra mile”. Success is understanding clients’ situations, perceptions, and expectations from the client’s point of view. The ability to anticipate and deliver beyond those explicitly mentioned is an excellent way to measure client-centricity at the core of operations. Client experience is everything, so we need to get it right. A great client experience or work review will leave people feeling heard and appreciated. It minimizes friction, maximizes efficiency and maintains a healthy balance between expectations and reality.

defined as “clarity first”, an approach that has applications in the micro and macro perspectives of the employee, organization, and client. Being transparent means that we are honest about our expectations, the road map to reach the destination, and how we can support each other along the way. Transparency is aimed at forging genuine relationships, clarifying intentions, and establishing trust over time within the team and with the client.

is “seeing what’s invisible because there is power in perspective”. We must not write off what goes unseen in a world with fundamental interdependence on one another. Actions and interactions from anyone have meaning, and if we aspire to be successful, we must engage in a fruitful dialogue to have a genuine and deep understanding. Empathy is critical in winning relationships, as it is crucial to bring a natural sense of belongingness and value to every single employee.