“Clients do not come first. Employees are first. “If you look after your employees, then they will take good care of clients.”
Context
This quote by Sir Richard Branson is one of his most cited comments about business leadership and workplace culture. This is not a brand new statement. It has appeared in many of his speeches, books, and interviews over the years. However, it has gained a lot of traction since 2025, amid workplace wellbeing initiatives, policy debates, and employee rights.
Branson’s company-cultureand approach to leadership has long stressed that the success for any business depends not on prioritising clients at all costs but on cultivating happy, motivated, and well supported employees. Virgin’s employer branding has made his ethos a central part of the company. It positions Virgin as an organisation that promotes employee empowerment and flexibility.
The word “meaning” is used to describe the meaning of the phrase
Branson’s quotation conveys the notion that:
- A happy, well-treated and engaged workforce is the foundation for good customer service.
- Businesses can indirectly and effectively serve clients by investing in the welfare of employees, their development, and workplace culture. Happy employees are more likely than unhappy ones to provide positive, consistent service.
- It is shortsighted to focus on employee wellbeing at the expense or client needs. This can damage customer relations and reputation.
The quote is referring to HR and people management. It advocates a strategy that puts people first, where employee satisfaction is not a secondary consideration but an imperative for business.
The Implications
This principle is still relevant to HR professionals.
- Burnout, stress at work, and other retention issues are on the rise, especially in sectors like hospitality, retail, and healthcare.
- Evidence is mounting that employee engagement and wellbeing are linked to productivity, profitability, and customer satisfaction.
- Changes in employment law and expectations regarding mental health support, flexibility working and inclusive practices.
Branson’s comments serve as a reminder to UK employers that employee welfare is not a compliance matter or “nice-to have”, but a strategic investment. HR leaders might want to review their employee support frameworks, line manager training, and people strategies to make sure that the workplace culture prioritizes the engagement and wellbeing of their team, not only in words, but also in reality.
This sentiment is in line with the current priorities of UK workers and could, as recent UK surveys have shown, offer a competitive advantage for recruitment, brand reputation and retention.
