A Guide To Increasing Company Value

Almost everyone who has worked in sales has heard the mantras “the customer is always right,” and “the customer is your most important person.”

And as anyone who has worked in healthcare can attest, neither of those statements are true.

For example, consider the patient who, arriving at the ED (Emergency Department) said to the physician, “My doc says my sugar is high so he gave me this medicine for diabetes.”

Naturally, the physician asked, “Do you take it?”

The patient replied saying, “No, ’cause I don’t have diabetes, just high sugar.”

And then, another Physician who explained to the patient’s mother her child’s diagnosis and therapeutic interventions saying, “She has a concussion, she needs to rest in bed in a quiet dark room until she is better.”

The mother then asked, “Can she go to the fair?”

Conventional wisdom often monikered as “common sense,” sometimes follows the pithy axiom that “common sense isn’t so common anymore.”

For years, I’ve maintained that the customer is NOT “always right,” nor are they the “most important person” in any business.

Instead, the most important person in any business are the employees.

Some CEOs have gotten a bad rap, often justifiably, because while seeking to return corporate profit and shareholder return, they’ve cut resources and employees. Like the abusive Pharaoh of the Exodus account in the Old Testament, they demand to “make more bricks with less hay.” Of course, we know how that story ended – not well.

So naturally, it delighted me to read some time ago that Sir Richard Branson, a renown entrepreneur and philanthropist, has similarly long held that thought and said, “Put your staff first, customers second, and shareholders third.”

In a 2014 interview with Inc. magazine, Sir Richard said,

A Guide To Increasing Company Value

Almost everyone who has worked in sales has heard the mantras “the customer is always right,” and “the customer is your most important person.”

And as anyone who has worked in healthcare can attest, neither of those statements are true.

For example, consider the patient who, arriving at the ED (Emergency Department) said to the physician, “My doc says my sugar is high so he gave me this medicine for diabetes.”

Naturally, the physician asked, “Do you take it?”

The patient replied saying, “No, ’cause I don’t have diabetes, just high sugar.”

And then, another Physician who explained to the patient’s mother her child’s diagnosis and therapeutic interventions saying, “She has a concussion, she needs to rest in bed in a quiet dark room until she is better.”

The mother then asked, “Can she go to the fair?”

Conventional wisdom often monikered as “common sense,” sometimes follows the pithy axiom that “common sense isn’t so common anymore.”

For years, I’ve maintained that the customer is NOT “always right,” nor are they the “most important person” in any business.

Instead, the most important person in any business are the employees.

Some CEOs have gotten a bad rap, often justifiably, because while seeking to return corporate profit and shareholder return, they’ve cut resources and employees. Like the abusive Pharaoh of the Exodus account in the Old Testament, they demand to “make more bricks with less hay.” Of course, we know how that story ended – not well.

So naturally, it delighted me to read some time ago that Sir Richard Branson, a renown entrepreneur and philanthropist, has similarly long held that thought and said,