Airline Quote by Richard Branson
“Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.”
About This Quote
Source Interview: Business Insights, 2020
Customer service outweighs size or resources; without it, even large firms fail.
In simple terms: Service beats scale.
Key Takeaway
Prioritize exceptional service.
Themes
customer service
competition
business strategy
Mood
inspirational
practical
Type
business
leadership
When to use this quote
- retail
- airline industry
- startup growth
Key Concepts
service excellence
brand loyalty
market dynamics
Questions to Reflect On
- How can you improve service today?
- What service gaps exist in your industry?
A Different Perspective
Large firms can still fail without service focus.
![“And ever since then [I] have set up businesses basically out of frustration. I mean, I set up Virgin Atlantic with one second-hand 747 because I hated the experience of flying on other people's airlines. And I thought, you know, I could try to create the kind of airline that I'd like to fly on…” quote by Richard Branson](https://sms4smile.com/quotes/img-quotes/569/richard-branson-256_airline_and-ever-since-then-i-have-set-up-busine_548374.jpg)
![“I've used the Phoenix Centrifuge to replicate what the body's going to go through on the flight up. I've also done some gravity tests with ZERO-G [a charter-flight service in Arlington, Va., that uses modified Boeing 727s to simulate weightlessness], which went great.” quote by Richard Branson](https://sms4smile.com/quotes/img-quotes/aa1/richard-branson-256_adventure_i-ve-used-the-phoenix-centrifuge-to-repl_903.jpg)
