This focus on the needs of others is motivated by enlightened self-interest and altruism. Delivery honors meeting the needs of customers over mere profit-making. Delivery is being concerned with doing the right thing more than doing things right. Therefore, leading is teaching and teachers show learners how to learn. To acquire greater Mastery, this learning must come from masters - in person and through their teachings.
Mastery is never perfect, just as there is no perfect knowledge or wisdom.
This is often best achieved by imagining their feelings, emotions and sensitivities, thinking how we would feel if we were in their situation and then trying to behave as we would want them to. So our goal is to be in a continuous state of empathy, behaving in a way that would make each of us the kinds of people with whom we would want to be friends if our roles were reversed. This leads to great Chemistry. Then, and only then, can we hear their needs, and only then will we be in a position to take the appropriate actions to meet them. Of all human skills, listening is perhaps the most difficult.