The core values of ROOHI underlie every decision and action undertaken by CLites. We also strive to instill these values in our employees and business partners.
Acting decisively on the basis of sound judgment and intuition; and learning from mistakes and sharing the learning:
The risk taking practice has been well established at CL by its founders and still lived and breathed every day. Whilst everyone is aware of CL’s success story in the last 15 years, risks have been inherently taken and mitigated along the way. What is critical is being decisive at all times, raising risk flags with your manager, and being ready and flexible to change roles as per organizational requirement. Despite this entrenched risk taking ability in all CL staff, we are no mavericks, and truly have a ‘method in all the madness’ as some like to call it.
Being simple and approachable, sharing information with customers and the team regularly, and encouraging initiatives from team members:
Sharing information is crucial to a healthy atmosphere in an office. This could be business information like revenue and profitability numbers, or strategic in nature like expansion and diversification strategies, in good times or bad, CL promotes a highly open culture for organizational announcements. This value is extended to staff and they are encouraged to voice their opinions and feedback on any matter to anyone, irrespective of the seniority of the audience. Providing feedback to people is greatly encouraged and is used as an important tool to employee growth. Public recognitions of achievements are the norm, and the leadership team is approachable anytime for support, co-operation and consultation.
Being an organization with a very high degree of customer contact, CL fosters a deep rooted sense of ownership across various facets. From owning a resolution to closure by the person who has the first contact with the customer, to offering solutions to problems that are internally raised, and accepting responsibility for the rare failure; CL has a very healthy culture of ownership. Raising early alarms, supporting and mentoring team members, knowing your own responsibility and delivering to it, and overcoming ambiguity to ensuring tasks are completed on time are but a few examples of how CL staff lives the Ownership value every day.
Communicating clearly and specifically to customers the deliverables and our expectations from them:
Honesty and commitment to our customers is of paramount importance to CL’s culture. The customer always knows what CL will deliver in a stipulated time. This is prevalent in all facets of customer interaction starting from counseling a prospective customer, ensuring relevant quality standards are met for each product or service offered, and rationally making individual commitments and then subsequently meeting them at all costs. Over-committing and under-delivering is taboo at CL.
Creating products/systems/processes that enhance the organization’s effectiveness in servicing customer needs:
Innovation is entwined in our DNA and encouraged both at a personal efficiency level and a customer effectiveness level. It encompasses implementable measurable improvement in one’s own work leading to time and cost savings and increasing customer satisfaction. CL encourages honest mistakes in this endeavor and promotes out of the box thinking and subsequent logical closures to ideas.