In this episode, Dan and Tracey highlight the importance of delivering a great client experience. How having a big heart is necessary to deliver a great client experience but isn't everything, and some tips to consistently deliver a great client experience to the people you supportHere’s a taste of what Dan and Tracy cover during their conversationTracey states the importance of being flexible in your approach to your service delivery. Different clients need different thing at different timesDan talks about good service design and giving employees the right tools and client experience training. The role training plays in consistency of experienceHow your clients are the face of your organisation and clients don’t care about internal departments and whose fault it isTracey states that while hiring, sometimes people look for experience rather than the attributes. However, solely experience doesn’t indicate the success of a person in a particular role.  Links from the episodeThe 'Innovate For Impact Self Assessment': Click hereImpacto Consulting on LinkedIn: Click here