A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.
A passionate belief in your business and personal objectives can make all the difference between success and failure. If you aren't proud of what you're doing, why should anybody else be?
An exceptional company is the one that gets all the little details right. And the people out on the front line, they know when things are not going right, and they know when things need to be improved. And if you listen to them, you can soon improve all those niggly things which turns an average company into an exceptional company.
An important priority for me is a business must get their own house in order. Be or become an agent of positive change in your own enterprise and adopt responsible practices to eliminate the risks that often lie at the root of inequality and poverty.
And you know, I've had great fun turning quite a lot of different industries on their head and making sure those industries will never be the same again, because Virgin went in and took them on.
As a father and now a grandfather to three wonderful grandchildren, I know how magical the first year of a child's life is but also how much hard work it takes. Being able to spend as much time as possible with your loved ones is absolutely vital, especially early on.
As more airlines consolidated and grew larger and more focused on the bottom line, flying in the U.S. became an awful experience. Despite moves to block our airline from flying, Virgin America began service in August 2007 - with the goal of making flying good again.
As much as you need a strong personality to build a business from scratch, you also must understand the art of delegation. I have to be good at helping people run the individual businesses, and I have to be willing to step back. The company must be set up so it can continue without me.
At Virgin, we have always backed the power of the entrepreneur and inventor to find solutions to tricky problems. Why should climate change and the battle against carbon be any different?
Back when I was in school, few people understood dyslexia and what to do for it. My teachers thought I was lazy and not very clever, and I got bored easily... thinking of all the things I could do once I left school. I couldn't always follow what was going on.
Be willing to use yourself to get out there and put the company on the market. If you have to make a fool of yourself, make a fool of yourself, but make sure that you end up on the front pages, not the back pages. In time, it's possible that your company will stand out from the crowd, and you'll be successful.
Being a good listener is absolutely critical to being a good leader; you have to listen to the people who are on the front line.
By putting the employee first, the customer effectively comes first by default, and in the end, the shareholder comes first by default as well.
Can you imagine what a different world we will live in when businesses do what's right for the communities and the environment in everything they do?
Capitalism has proven to be the only system that works, but the problem with capitalism is that extreme wealth ends up in the hands of a few people.
Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.
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