Book Recap – Like a Virgin: Secrets They Won’t Teach You at Business School

Your Most Important Business Relationship

“The credit for Virgin’s enduring and varied success is often attributed to me, but it’s actually due to the employees themselves. My biggest contribution has always been to give our people autonomy, responsibility, and encouragement to take risks and just get it done.”
– Like a Virgin, page 194

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“The customer is always right” is a maxim that has led to the downfall of many misguided entrepreneurs. While customer service is extremely important for businesses, it is also essential to give employees the autonomy to handle customer complaints in an appropriate manner. Overstepping your position as CEO and choosing the side of the customer over your employee creates resentment among the staff.

It would be much better for the CEO to act as the “Chief Enabling Officer”. Leaders should provide direction and exemplify their desired service levels through their own behavior, while allowing employees to decide how to best live up to the service ideal.

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Spread over 75 chapters, the book is different from others as it is in form of interviews, questions and answers and Do’s and Don’ts. Though easy to read, book offers a lot of food for thought for all us and in different stages of our career and life.

Describing entrepreneurs as innately curious people, Like A Virgin is a response to loads of mails and questions from across the globe and Branson’s response to them as well as assortments of his written ramblings that have appeared in various publications.