Richard Branson focuses on the customer

This is a good article in Entrepreneur magazine. It gives Richard Branson’s thoughts on how a small business should develop their organisational culture. He makes two good points I think;

  • focus on the customer,
  • involve everyone with a good idea in the decision-making process, no matter what level they are in the business.

The following extract really stands out to me and is a theme that resonates again and again, from my research on high performing teams; the bit about being empowered to make decisions and tolerant of mistakes is what Formula 1 teams do so well.

If I think back to what we did right, it was in our planning process, when we made sure we were having fun working together and that everyone who had a good idea was included in our decision-making process.

We had accidentally stumbled on the core elements of a culture dedicated to delivering great customer service! It turned out that people who work in a friendly environment that is tolerant of mistakes, and who are empowered to make decisions about how they do their jobs, arrive at the best possible solutions for serving customers.