Richard Branson has built Virgin into a global powerhouse
by focusing on two simple words. And those two very key words are… customer
service.
From Virgin Atlantic to Virgin Mobile, each new Virgin
venture has shared the brand's unrivaled commitment to their customers. In
fact, the famed entrepreneur refused to place the Virgin brand on any company
he acquired, until it had been brought up to the proper caliber of customer
service.
Surprisingly, Branson recently revealed that Virgin does
not put the customer first. In fact, Virgin employees are the company's top
priority. That may sound counter to decades-old business wisdom, but it has
worked so well for Virgin that Branson says he's surprised more companies
haven't adopted an employee-centric management strategy.
To make sure his employees are well taken care of, the
founder even goes so far as to collect feedback by walking around the cabin and
talking directly to the staff during his Virgin flights. As Branson sees it,
the formula is very simple: Happy employees equal happy customers. Similarly,
an unhappy employee can ruin the brand experience for not just one, but
numerous of the brands customers.
"If the person who works at your company is not
appreciated, they are not going to do things with a smile," Branson says.
By not treating employees well, companies risk losing customers over bad
service. To this end, Branson says he has made sure that Virgin prioritizes
employees first, customers second, and shareholders third.
"Effectively, in the end shareholders do well, the
customers do better, and your staff remains happy," Branson says.
Becoming an employee-centric company isn’t easy. You have
to believe that motivated staff make a difference, and you have to invest in
them. You must change your entire approach to recruiting, training,
compensation, motivation, strategy and culture. But the results can be worth
it.
When your employees are well led, properly compensated and
challenged to do their best, they’ll look after your customers – and then
shareholder value will look after itself.
Is your company looking for customer service solutions to
help you deal with customer interaction? SMART Service Desk IT Service
Management Software is your answer. We know that your satisfied customers will
return again and again. Let us help you increase productivity, reduce
operations cost and improve customer experience with our ITIL compliant
solutions. No matter the size of your business we have your customer retention
solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
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