In his book, To Sell is Human (New York: Riverhead Books, 2012), Daniel Pink tells this story about the importance of considering the customer's perspective:
"Jeff Bezos, the founder of Amazon.com, has accomplished a great deal in his 48 years.... And, with less fanfare he's popularized one of the best attunement practices I've encountered.
"Amazon, like most organizations, has lots of meetings. But at the important ones, alongside the chairs in which his executives take their places, Bezos includes one more chair that remains empty. It's there to remind those assembled who's really the most important person in the room: the customer.
"The empty chair has become legendary in Amazon's Seattle headquarters. Seeing it encourages meeting attendees to take the perspective of that invisible, but essential, person. What's going through her mind? What are her desires and concerns? What would she think of the ideas we are putting forward?"
Basic Techniques for Securing Enrollment: Updated Edition - Four Audio CDs
The newly updated, four audio CD edition of this original gold-standard training program contains all the proven skills included in the classic version PLUS the latest techniques and sample dialogues you need to help you.
This program is a must for new directors and ideal for reinforcing individual skills with seasoned managers. As you listen and complete the written exercises, you will build skills and the confidence to maximize enrollment conversions and increase capacity utilization in your early childhood program.
View Title and Purchase
Comments (6)
Displaying 5 of 6 Comments [ View all ]CSBC
Denver, United States
I think this idea can apply to the early childhood field, especially in meetings where important political decisions are made. The chair should represent a child (or in some cases, the parent). When I was in important meetings I was often accused of not being political. After the meeting, others would come up to me and say, "we believe in what you said, but you cannot say it in this kind of meeting!" Maybe an empty chair for a child or parent might refocus these meetings!
OMEP-USA
Washington, District of Columbia, United States
Here's my second statement: I am tired of the automatic dichotomy made between caring and cash. Walt Disney, and hopefully Bezos and others, were and are more than their profit margins. It's probably both, as in most false dichotomies. I shop for Christmas, but it has always been much more than toys!
OMEP-USA
Washington, District of Columbia, United States
I give a lot of credit for creativity to Jeff Bezos; he owns my 2nd favorite newspaper now! But the empty chair? Don't Pesach celebrators get credit for the empty cup? Talk about commercialization practices!!!
United States
Excellent point Beth Engelhardt -- ask, don't imagine!
United States
I like the empty chair idea if it's about caring and building a true relationship with the "customer." However, in the Amazon case (or Disney or a slew of others), it's not about relationship building, it's about profit. In fact, it is about manipulating the public into buying their products. Products, in fact, that are often not even healthy or in the best interests of the customer (not to mention how poorly their warehouse workers are treated and underpaid). I prefer to see featured and quoted, teachers, directors, social workers, and others (as you have so often in your magazine)--who are not in it for the big money but make a huge difference in the lives of families. I'm so weary of the media making gods out of corporate executives and technology icons. It may be cliche but the real heroes are around us everyday--and they have fantastic ideas and do amazing things without manipulating their fellow citizens and "customers."
Post a Comment