Success in today's competitive business world requires organisations to prioritise employee satisfaction and motivation. As the quote from Zig Ziglar wisely stated, "You don't build a business. You build people, and people build the business."

As a boy, I was drawn to the world of negotiation and business, finding inspiration in the energy and excitement of the deal-making done in the markets close to my home in India. But I soon realised a fundamental truth that would define my later career: many merchants often didn't approach their transactions with the respect and appreciation that customers deserved. What I perceived as common sense didn't appear to be very common at all.