Celebrity
Jeff Bezos Once Called Amazon Customer Service During A Meeting — And It Got Awkward Fast
In order to make his employees uncomfortable, Jeff Bezos, the founder of Amazon, once called his own customer service number during a meeting.
Customer satisfaction has always been the company’s first priority, as evidenced by stories we’ve heard about the past CEO who always brought an extra chair to meetings to represent the customer.
Bezos believes that the consumer is king, and it is this belief that has helped Amazon grow to a company worth over $2 trillion.
You understand.
Bezos exposed several of his senior employees during a meeting after they had betrayed his principles and misled customers by saying that anyone with problems may speak with a call handler in under one minute.
Due to the overwhelming volume of complaints they had received, the now-billionaire had unquestionable proof that this was not the case.
Speaking on the Lex Fridman Podcast in December 2023, he recounted how he used the ruse to make his point to his employees, one of whom attempted to fool him into thinking that everything was well with the company’s customer care department.
“I have a saying which is: when the data and the anecdotes disagree, the anecdotes are usually right,” Bezos explained. “It doesn’t mean you just slavishly follow the anecdotes then, it means you go examine the data.”
“It’s usually not that the data is being miss-collected, it’s usually that you’re not measuring the right thing.”
Bezos, 61, clarified that he then dialed customer support to find out the exact duration of the wait.
He added that he and the team simply waited in silence while laughing.
Bezos went on to say that it took them ten minutes to connect after waiting around. When Bezos believed he had proven his point, you can only imagine how smug his face would have been.
He added, “It dramatically made my point that something was wrong with the data collection. That set off a whole chain of events where we started measuring it right.”
“That is an example of truth telling. That is an uncomfortable thing to do but you have to seek the truth even when it is uncomfortable.”
Social media users undoubtedly thought the entire thing was amusing.
One user wrote, “Imagine sitting in the boardroom waiting in silence for 10min for customer service to pick up after you just told Jeff the data shows it is only 60 seconds and everything is fine lol.”
Another added: “Imagine working in the call centre and Jeff rings you himself hahaha.”
“Sounds like someone massaging the numbers to please the boss,” joked another.
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