Amazon and Jeff Bezos are conquering the world at an increasingly fast pace. Yet there’s one thing missing at every meeting no matter the topic, audience, or attendance, and that is a person in a single chair.
Amazon’s empty chair policy has carried into every meeting since it’s founding, and it is rooted in the CEO’s obsession with the company’s customers. At every meeting there is one empty chair, and that empty chair represents the customer. As silly as it seems, the sentiment has clearly worked for the company. Jeff Bezos famously said, “Start with the customer and work backward,” which is the heart of what good selling is. Good sellers ask questions and strive to define the problem from the customers’ perspectives. When you take your focus off the customer, you’ve lost them. The goal of the empty chair is a visual representation of getting into the perspective of the customer and constantly circling back to what they want/need.
When learning about your customer and in your attempt to jump into their perspective, observing is key. The way a customer acts and who they surround themselves with will give you a lot of insight into what they care about if you’re paying attention. By being able to recognize the signals they are giving you, you’ll be able identify their needs a lot quicker. There are two key ways to do observe and create an environment where the customer feels comfortable opening up to you. The first, is to be genuinely interested in what they are saying to you. The second, is to ask simple questions that provide specific responses that will help you understand them and their needs more.
By asking questions, observing, and listening, you are on your way to exiting your own perspective and entering that of the customer. The more you can leave your own chair and sit in the empty chair, the more successful you’ll be. The business starts and ends with the customer, so maybe Jeff Bezos is on to something with that empty chair idea.
https://www.inc.com/john-koetsier/why-every-amazon-meeting-has-at-least-one-empty-chair.html
BoweryJE22
From the very beginning of this post, I felt as if I was reading from Entrepreneur magazine. You very clearly explained not only why there is always an empty seat, but why it matters. Customers are what make businesses successful. Taylor Swift without her fans would be just another gem in the rough artist, but because so many see her talent and value it, she is known today. It’s the same for businesses. If no one bought from Apple or valued their products, they too would be just another failed tech company. You must value your customer. Listen to them and their needs, empathize with what they feel, and find out their problems, only then can you deliver a product that people actually want. Once again, well written and intriguing read. I look forward to reading your future post.
p.s.
happy b day sis
I thought this was so interesting! I think that the principle of the empty seat really helps visualize who the salesmen are really trying to sell to, and who should be the priority. The customer should really be thought of first and that may seem like a no brainer for us, but in the business world that sentiment can get lost. Great job!
I think emphasis on the customer is the main thing that contributes to a successful career in sales. The customers are the people who can make or break your career and if you keep them happy and meet their needs honestly and openly, and establish a lasting relationship with them you will be successful.
Very good post. Many companies try to focus on the customer, but they do not make as clear and keep it at the forefront of their brains like Amazon does. Having a visual like an empty chair is a great way to always be reminded to keep the customer first.