In a recent law firm workshop I delivered, the usual debate came up: who has primacy — the client or the employee?
The classic view says: happy employees = happy clients. True enough — a disengaged employee won’t go the extra mile for clients.
But here’s the part we discuss less:
1️⃣ The client 𝐩𝐚𝐲𝐬 the business to receive good service.
2️⃣ The employee 𝐠𝐞𝐭𝐬 𝐩𝐚𝐢𝐝 by the business to deliver that service.
That’s the foundation of the business–employee relationship — the basic obligation is already met.
Surely, the employee will also appreciate a positive workplace — an atmosphere of camaraderie, autonomy, flexibility, and mentorship. They’ll welcome perks, benefits, and a sense of belonging.
But is the employer also responsible for making employees “happy”?
And what does that even mean?
Happy now? Happy in a year? Happy as in carefree joy? And is carefree joy even compatible with the responsibility embedded in a job description?
“Happy” is a big word — and what makes for happiness has puzzled philosophers, psychologists, sociologists, novelists, anthropologists, psychiatrists, and poets for thousands of years. It will likely continue to do so for thousands more, without ever reaching a universal answer.
So expecting an employer not only to pay what was promised, but also to make us happy, is — well, to say the least — a misplaced consideration.*
It often pays dividends to understand how the world works, how a business works, and who owes whom what in that context.
When we go to a restaurant and pay for a good meal and experience, the seasoned restaurateur’s focus is rightly on the paying customer. Whether the chef or waiter happens to be happy that day is secondary — except, of course, when their unhappiness seeps into the experience (the grumpy waiter, the uninspired dish).
When that happens — when a paying customer decides not to return and even tells others about their negative experience, damaging the restaurant’s reputation — I wouldn’t be so quick to assume it’s the employer’s fault.
Perhaps it’s the employee who hasn’t yet come to terms with what it means to be employed: to be accountable, responsible, and professional — even on the days you don’t feel like it.
Look: employees matter enormously. But elevating employees over clients — as if by default — misses the point.
But elevating employees over clients — as if by default — misses the point.
👉 Without employees, no service.
👉 Without clients, no business.
And without business, there are no employees either.
So if you had to choose — who really comes first in your world?
#leadership #businessdevelopment #lawfirms #culture #strategy #professionalservices #goodtomarvellous #growth #clientsuccess #employeeengagement
For a detailed, science-backed and entertaining exploration of happiness — in both personal and professional life — check out the 2nd Edition of The MARVEL of Happiness: Principles, Stories and Lessons for Living Fully
👉 https://philarist.com/the-marvel-of-happiness/
“One of the most entertaining and useful guides on living a fuller life.” — GOLD Magazine