"Our customer is number one!" "We put our clients first." We all hear, at least in our minds, well rehearsed mantra that clients are our first priority.
But what does that mean in practice? The linked article challenges the notion that clients should come first. The author, Karina Crooks, says she'll never put clients first. While I don't agree with that notion as such, we both end up in the same place.
If you are truly focused on delivering the best client experience you can, it must be sustained & consistent. This can only occur if you build a team comprising the best people and provide them with the headspace to make the most of their talents and, in so doing, provide the best to your clients.
So yes, you should put your people first...so you can put your clients first.
Part of our role is ensuring that what we're marketing (the company, organization, or institution) lives up to its brand promise and actually delivers on the type of offer it's claiming to. Naturally, we like to work with organizations that put their people first and make that an explicit selling point. So if we aren't creating a culture like that ourselves, we can hardly ask others to do so.