Book Review- Employees First, Customer Second by Vineet Nyar

“Unless the company becomes obsessed with constant change for the better, gradual change for the worse usually goes unnoticed.”

The title of the last book caught my eye, leading me to pick Employees First, Customer Second (EFCS) by Vineet Nayar. This book is not just a practical guide but a beacon of hope for those seeking to transform their organizations. It outlines how to apply basic business principles such as open communication, honest review and feedback, leading by example, and most importantly, being empathetic. When these principles are applied, they have the power to revolutionize any business unit or organization, leading to the holistic success of the company and the people working with it. This book equips the reader with the tools to make this transformation a reality.

Vineet Nayar is the former CEO of HCL Technologies. In this book, he elaborates on the company's deep transformation along the way.

While conventional wisdom may prioritise customers, Vineet Nayar offers a unique perspective. He emphasises the importance of empowering employees to realise their potential, using tools that foster an entrepreneurial mindset. This transformation often begins with the CEO, who plays a crucial role in setting the tone and direction for the organization. Nayar argues that sustainable change starts with decentralising decisions, removing bottlenecks, and speeding up the delivery process. In essence, he advocates for inverting the organisational pyramid to serve employees. He believes that if an organisation cares for the right people, those people will care for the business as if it were their own.

“I think the customers win; the question is, any company that says “customer first” does not know how to deliver that promise. All I am saying is that by putting employees first, you can deliver your promise to customers first. If you do not put the employee first—if the business of management and managers is not to put the employee first—there is no way you can get the customer first.”

This book is refreshingly honest and practical, offering valuable insights for managers who aspire to grow faster and become self-propelled engines of change. The concepts and ideas discussed in this book are not just theoretical musings, but practical strategies based on the author's extensive real-world experience as the former CEO of HCL Technologies. 

The EFCS philosophy is brilliant, and while I have yet to find another company besides HCL that has successfully replicated the EFCS model, the principles outlined in this book are practical and applicable to all existing/new/budding organizations.