“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Richard Branson
Many companies do not take care of their clients and their employees. In their everyday customer interactions, it seems as if they are not grateful that the client choose the company over others. The staff is being dealt with in the same way, as if they are replaceable. If employees like the company culture and the atmosphere, they will thrive and it will have a positive effect on the customer’s experience. A good customer service is invaluable and hard to find these days. Clients will choose the second best product, or even third best, as long as they will receive the best customer service and after sales support. It is incredibly important for a company to invest in its people and to value their efforts.
Anne M. Mulcahy, the former chairperson and CEO of Xerox Corporation, said “Employees are a company’s greatest asset – they’re your competitive advantage. You want to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company’s mission.” When employees feel part of the company’s mission, it becomes personal, and the client will undoubtedly benefit from that attitude.
Richard Branson is an English business magnate who was born in 1950 in London, England. The entrepreneur is the founder of Virgin Group. This group employs over 70,000 employees in 35 different countries and it claims to have 60 million customers worldwide. Branson is known to be an adventurer. With the Virgin Atlantic Challenger II, he sailed across the Atlantic Ocean in a record time. He later crossed the Atlantic Ocean again, but in a hot air balloon, called the Virgin Atlantic Flyer. In 2000, he was knighted at Buckingham Palace for “services to entrepreneurship”.