This past Tuesday, I anticipated receiving Bob Glauber’s new book Guts And Genius: The Story Of Three Unlikely Coaches Who Came To Dominate The NFL In The ’80s. I pre-ordered it on Amazon a couple of weeks prior and was looking forward to starting it.
As of Tuesday evening, the book had not arrived. I checked my Amazon account which indicated the USPS handed it to me directly. Obviously, this was not the case. I waited an additional 24 hours to see if it would arrive the following day because everyone, even Amazon and the USPS, makes mistakes. When the package did not arrive I called Amazon’s customer service number hoping for a replacement copy to be sent. Frankly, the bar for my level of expectations was set pretty low.
I expected Amazon to dispute my claim. The words, “We will need to send your request to the claims department, check the signature and will have a response emailed to you within five business days” was what I expected to hear. I was preparing myself for the standard “This is our process.” My concern was I would then have to dedicate a month of my life to the recovery of an $18 book or refund. Surprisingly, I received none of that.
A lady named Jennifer answered the phone and I explained the situation. She said, “Mr. Dodd, first let me thank you for being an Amazon Prime customer. I am sorry to hear about your book. It was probably lost on the truck or delivered to the wrong house. Let me order you a replacement copy.” She then went on to explain the shipment would also contain a prepaid UPS level so if the book showed up I could just mail the extra copy back to their warehouse at no cost.
The conversation lasted literally three minutes- in-and-out. I turned off my phone, looked at my wife and said, “That’s why Amazon is taking over the world.”
Amazon is obviously a well-funded, well-organized, creative, efficient, and an aggressively ambitious organization. But so are cable companies and the oil industry. What makes Amazon so effective is the customer experience. People just enjoy working with them. I do not care if you have drones making deliveries unless it makes my experience better. Amazon makes my experience better.
The following are 5 Things Amazon Can Teach Churches, Businesses, And Non-Profits I took away from my three minutes with Jennifer:
- Amazon Expressed Gratitude – She thanked me for being a customer. Churches, businesses, and non-profits can always spend more time thanking their most loyal members and customers.
- Amazon Displayed Competence – She quickly diagnosed the issue. Churches, businesses, and non-profits can always get smarter and deliver smarter content and products.
- Amazon Showed Empathy – She showed she cared. Churches, businesses, and non-profits can always care more about their members and customers.
- Amazon Provided Solutions – She solved the problem. Churches, businesses, and non-profits can better solve the problems their members and customers face.
- Amazon Helped With Next Steps – She gave me the tools and resources (prepaid UPS label) to make my next steps easy. Churches, businesses, and non-profits can help their members and customers with next steps.
I love working with Amazon. They truly understand the difference between ordinary and extraordinary is just a little extra.
But if Amazon can do it, so can your church, business, or non-profit.
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