Who comes first – staff or customers?

“Train people well enough so they can leave, treat them well enough so they don’t want to.”

Everyone knows the importance of providing excellent customer service. But how do you approach your staff? Do you treat them as well as, or even better than, your customers?

If you look after, respect and genuinely care for your people, then more often than not they will not disappoint you and certainly not leave you. We are in the service industry and we as an industry must recognise talent, embrace it, encourage and nurture it as much as possible.

One of my business heroes, Richard Branson, believes that business are more likely to to succeed when they invest time and effort in creating a winning team. After all, you need your team to buy into your dream, share your vision and help you turn your ambitions into reality.

So it amazes, and saddens, me that there are so many businesses out there that forget that their staff are key to everything. Too many businesses invest millions in their systems, IT, equipment, the state of the art this and the most trendy that… then forget to invest in their people.

“If you look after your staff, they’ll look after your customers. It’s that simple.”

It really is that simple. A staff member who feels valued and appreciated will in turn offer you, and your customers, their best. A customer who has been well looked after by a well-trained, professional staff member with the right attitude will return and recommend you to others. And each and every business needs customers.

If a business has the right foundations in place regarding their people, then success will follow.


Victus Consultancy are experts in training, coaching and mentoring new recruits as well as established members of staff.

Please call us on 07732 454639 for an informal, no commitment chat.