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I came across an interesting article that illustrates how Jeff Bezos, Amazon\u2019s founder and chief executive officer, responds to customers\u2019 email complaints. When unhappy customers complain to Bezos\u2019 public e-mail address, jeff@amazon.com, he reads many of the complaints himself, and also forwards them to the relevant Amazon department, with a question mark.<\/p>\n
When Amazon employees receive this panicking e-mail with a question mark from their employer, they are expected to react instantly to resolve the issue and provide Bezos with a thorough explanation. These e-mails are known as Bezos\u2019s \u201cway of ensuring that the customer\u2019s voice is constantly heard inside the company.\u201d<\/p>\n
Bezos\u2019s method of dealing with customer complaints has contributed to Amazon\u2019s outstanding customer service which certainly helped to bring the company to the current level of success and scale. However, one Amazon employee raised a question, \u201cwhy are entire teams required to drop everything on a dime to respond to a question mark escalation?\u201d In my opinion, it might not be the best way to manage your employees – as these kinds of fire drills certainly frighten Amazon employees, but it is impressive in a way because it really shows customers that the company truly cares and values every one of them.<\/p>\n
What do you think about Bezos\u2019 way of responding to customers\u2019 complaints? Are there better ways to manage this? What would you do if you were Bezos?<\/p>\n
J<\/p>\n