Achieve Quote by Richard Branson
“To achieve consistently terrific customer service, you must hire wonderful people who believe in your company's goals, habitually do better than the norm and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated - which is surely the highest standard.”
About This Quote
Source Speech: Business Advice, Richard Branson, 2014
Great service comes from hiring passionate staff, listening to them, and empowering them to treat customers as they wish to be treated.
In simple terms: Hire good people, listen, empower them to help customers.
Key Takeaway
Empower staff to serve customers.
Themes
customer service
leadership
empowerment
team culture
Mood
motivational
optimistic
Type
advice
leadership
When to use this quote
- recruitment
- team meetings
- customer interactions
- problem solving
Key Concepts
employee engagement
customer empathy
organizational autonomy
Questions to Reflect On
- How do you balance empowerment with brand consistency?
- What mechanisms ensure staff ideas are truly heard?
A Different Perspective
Over‑reliance on autonomy can lead to inconsistent service standards.
![“Treat [the customer] as guests when they come and when they go, whether or not they buy. Give them all that can be given fairly, on the principle that ‘to him that giveth shall be given’. Remember always that the recollection of quality remains long after the price is forgotten. Then your business…” quote by Harry Gordon Selfridge](https://sms4smile.com/quotes/img-quotes/521/harry-gordon-selfridge-34370_customer_treat-the-customer-as-guests-when-they-c_326104.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)
