X+1

Serving others—both personally and professionally—is a foundational practice for everyone, every day. I believe it’s the key to personal joy and satisfaction, and a driver of professional progress and success. When it comes to service, my philosophy boils down to a simple formula: X+1.

Let’s break it down. First, X = expectations. Say what you will do, why you’re doing it, and then do it. No adjectives or gloss are necessary. Expectations should be clear, reasonable, and balanced.

Then comes the +1—this is the magic. Once expectations have been met, what’s the little extra that will create a positive surprise for the recipient? This is about going above and beyond. Whether in your personal or professional life, exceeding expectations can bring great happiness to both the one being served—and the one doing the serving.

Satisfaction is closely tied to the relationship between expectations and outcomes. This concept is often summed up in another simple formula:

Happiness = Reality – Expectations.

By going above and beyond, we can create moments that exceed what others anticipated. These moments not only spark joy in the present, but also deepen connection and build stronger relationships over time.

Personally, I see this play out at home. Serving family and friends can be a genuine joy.

Professionally, especially in wealth and asset management, the X+1 approach can be applied in many ways. As a Chief Investment Officer, for example, I believed investment teams should clearly articulate their mandates—no jargon, no fluff—just straightforward, easy-to-understand communication: say what you’ll do, why you’re doing it, then do it. That’s X.

Then comes the +1: I encouraged investment professionals to find ways to connect more deeply with their clients and representatives (often these are internal parties). Writing was one tool. Simply meeting in person was another. The key is to make sure clients understand what you’re doing and why.

To be an effective portfolio manager, you often need to be independent and even contrarian—qualities that don’t always lend themselves to easy connection. But by showing up—in words or in person—you can make a meaningful difference. That little extra effort can turn a routine interaction into a memorable experience and a deeper relationship.

Bottom line: For many, happiness comes from a life that exceeds expectations. Some say the key is to lower expectations, but I believe the better path is to set clear, reasonable expectations—then meet them. If you do the work, it’s hard to fail. Everyone should be satisfied with that base level of performance.

But the real success comes in the +1: going above and beyond. Creating delight. Building connection. Serving with purpose.