A Quote by Andy Jassy
Customers or employees are free to shoot me email. I may not respond to every single one because sometimes the numbers are voluminous, but I read them all.
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I've given my email address to all 3,000 T-Mobile stores. Serious customer escalations come directly to me. Customers get a kick out of me responding to them, and the employees do, too.
I'm a numbers guy, and I think numbers sometimes tell stories and sometimes they don't. When you look at the NBA, when teams shoot 45% or better from the floor, what is their record? And if they shoot under that what is their record?
The distance between me and my readers is the Internet. I can communicate with them and respond to every email I get or every mention on Twitter.
If equal pay is that important to you, stay a single, unmarried woman. It's not the employer's responsibility to make up for the free choices of its employees made on the employees' free and private time.
Anybody who is a professional athlete who has a social media account on any of the networks, when they sign up for that account, they subject themselves to all of the criticisms and all of the praises that may or may not be out there. So you can't get on social media and complain about the people because that's what you know you're dealing with. You have to hear it. You don't have to respond. Me personally, I don't respond to the negativity. It's gonna be there. I read it. It keeps me grounded.
Sometimes there are customers who get in difficulty because of situations that are out of their control. These are customers with genuine needs, and the role of the bank is to accommodate these customers, and there is a real need to reschedule the loans of these customers.
Every single member is so precious to me and like family to me.. I may joke around with them a lot but I can't talk seriously with them..because it's awkward for me. But on the inside, I really do think of each one of you so much and I want you all to know that.
Every day at Skype, I am able to connect with employees from around the world and engage with them on a level that just is not possible through a conference call or email.
What do you really believe makes a difference in the company? For me it's really clear. It's about customers and employees. Everything else follows. If you take care of your customers and you have motivated employees, everything else follows.
Motivate them, train them, care about them and make winners out of them. We know if we treat our employees right, they'll treat the customers right. And if customers are treated right, they'll come back.
![J. W. "Bill" Marriott, Jr.](/assets/images/photos/avatars/j-w-"bill"-marriott-jr.webp)
The ones who show up to take, they show up and say, "Hi. My name is Steve. I'm an expert in this and I've studied this and I've worked with these clients." On every single power point presentation, it has their email, their Twitter handle and their Facebook account, so you can follow them. At the end, they tell you, "Please follow me." When you ask them a question, they say, "Well, I could tell you the answer, but you should really just read my book."
Globally, the toll-free numbers advertised by companies promise more than they deliver. And even websites are at pains to ensure that customers cannot get through to individuals, so there are no names, phone numbers or direct e-mail IDs to people in charge.
Always treat your employees exactly as you want them to treat your best customers. You can buy a person's hand, but you can't buy his heart; his heart is where his enthusiasm is. You can buy his back, but you can't buy his brain. That's where his creativity is. Treat employees as volunteers just as you treat customers as volunteers, because that's what they are. They volunteer the best parts - their hearts and minds.
When a company gets bigger, when it begins to bring on employees, it naturally goes through this tendency of wanting to control, of wanting to build process - essentially to say not every one of our customers or employees has great judgment.
You must fire bad customers just as you would fire a bad employee. If you do not get rid of your bad employees, the good employees will leave. If I do not fire bad customers, not only will my good customers leave but many of my good employees will leave as well.
It would be unfair to say that I prefer the back of a book to its contents, but it is true that the sight of a lot of books gives me the hope that I may some day read them, which sometimes develops into the belief that I have read them.
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