Customer Obsession in Action

Customer Obsession

What does that mean to you? I witnessed a good example of it this week when a couple of leaders on my team at Amazon came to me with a concern. We'd just learned that a young Amazon customer from Dallas was in town with his parents for a Little League Super Qualifier game and had forgotten the pants for his team uniform. He'd ordered the replacement pants the day prior, but because of an issue they wouldn't be delivered to him until after the game that same evening. If he didn't have the required uniform he'd miss out on this once-in-a-lifetime opportunity. We fulfill millions of orders a day, and he wasn't some super customer or the son of somebody super important - he was a customer and just as important as any customer. Nobody else in Nevada carried the uniform he needed, but we had it in stock in one of our local warehouses. My ship dock manager and one of our area managers took it upon themselves to save the day for this 12 year old. They got the item force-picked, packed it themselves, jumped in their own car, and drove it to a local hotel where they'd arranged to deliver it to the young man and his parents in the parking lot. They got the uniform there literally in time for him to take delivery, jump in his mom's SUV, and make it for the start of the game. Happy to say his team won the game, thanks in part to his contributions, after a couple managers who'd never met this customer nor spoken with him cared enough to decide we would NOT be the cause of him missing one of the most important games of his young life! Khali and Nick - I'm proud of you both! THAT is what customer obsession is all about. Way to lead and inspire!