It was late in the evening. I had just finished my work and was packing up to leave for home when a notification popped up on my laptop. An email from one of our founders.

The subject line made my heart sink – a major client had terminated their contract over multiple issues.

At that moment, I wasn’t directly involved with that line of business, but the note was addressed to the leadership team, and I was asked to investigate the causes. For a company known for being deeply customer-centric, this was nothing short of devastating.

I recalled meeting this client during their visit to India and our casual conversation about the project. I remembered their concerns – subtle, but telling – and I knew walking away without trying wasn’t an option.