I’ve been an Amazon customer for a long, long time. My first order was placed on December 6th, 1998 — back when Amazon was a wee bit smaller than it is now. I joined Prime back in April 2005, almost 10 years ago.

I’ve been employed by Amazon for a bit over 2 1/2 years now.

One of the things I’ve realized is that I’ve held Amazon to a higher standard now that I’m an employee than when I was just a customer. In many ways I have, quite literally, a vested interest in making sure that a customer is thrilled by the service they receive when they use our store.

When I’m disappointed, I get doubly disappointed.

When I buy something (not really time critical, but that’s not the point) that has a guaranteed delivery date of 2014-12-30 and it doesn’t get delivered — and worse still is slated for delivery on Friday 2015-01-02 it’s a bit irksome. When I have Prime and I get a promise for when something will arrive and that gets blown by days… well…


Ever since I’ve started working at Amazon I’ve tried to live the leadership principles and I’m let down when things fall through the cracks. Customer obsession, raising the bar, and earning the trust of others.