Let me accord you an example. Do you apperceive how to email Jeff Bezos? As I explain in my chargeless ebook, Jeff Bezos Regrets Nothing, you can ability him directly at jeff@amazon.com.
Now, is there a agreement he’ll reply? Of advance not. Still, I apperceive immediate that the abode works, because try to bethink to accelerate a agenda to it with a articulation to every commodity I abode about Bezos (including this one), aloof to see if he ability accept any further comments.
I’ve heard aback absolutely once–and from an assistant, not from Bezos himself, apperception you — but I took it as appropriate affidavit that it’s live.
But if you appetite bigger proof, booty the acquaintance of Tara Jones, who formed in an Amazon barn in Oklahoma, who emailed Bezos anon apropos a botheration with her pay, and who afflicted the lives of abounding added Amazon advisers as a result.
Let’s epitomize the story, in case you didn’t see this.
Jones was a new mom, out on leave at Amazon aftermost year afterwards giving birth, and she noticed a alternating arrears in her pay: about $90 dollars out of $540.
According to Amazon, she contacted Bezos, sending a bulletin to the jeff@amazon.com email address.
“I’m abaft on bills, all because the pay aggregation messed up,” she wrote, as appear by the New York Times. “I’m arrant as I abode this email.”
Here’s what happened next.
Ms. Jones was far from alone. For at atomic a year and a bisected — including during periods of almanac accumulation — Amazon had been shortchanging new parents, patients ambidextrous with medical crises and added accessible workers on leave, according to a arcane abode on the findings. Some of the pay calculations at her ability had been amiss back it opened its doors over a year before.
The Times says Amazon “finished anecdotic and repaying workers who had been shortchanged while on leave” beforehand this year.
Now, I appear actuality neither to acclaim Amazon nor to coffin it.
On the one hand: It would clearly be unacceptable for a aggregation of Amazon’s ambit to blend up agent pay like this.
On the added hand: It’s admirable for any big alignment to accept in abode a way that employees, barter — anyone, absolutely — can go about the accustomed authoritative bureaucracy and let addition at the top apperceive that article is actual wrong.
In fact, I’ve accounting afore about the “question mark method” that Bezos pioneered at Amazon. Bezos allegedly assiduously botheration emails like the one he accustomed from Jones to others at Amazon — topped off with a distinct appearance added at the top: “?”.
“It’s shorthand,” he already explained. “‘Can you attending into this?’ ‘Why is this happening?'”
I admit: I adulation the abstraction of addition in amount at the Amazon barn in Oklahoma accepting an active on his or her phone, and seeing a bulletin with a brace of “FWD:” annotations in the accountable line–and acumen that it’s ultimately from Bezos, allurement about Jones’s pay.
Amazon couldn’t affirm that this is absolutely how things unfolded, catechism marks and all.
Regardless, the aggregation was acquisitive for me to understand, back I asked for comment, that “[a] big allotment of our ability is that account (and accordingly concerns) can appear from anyone,” and that anyone at Amazon can acquisition the abode for any Amazon executive, via a appear agenda or apparatus that Amazon calls, “Phone Tool.”
Ultimately, however, our affair actuality isn’t absolutely about whether Amazon has anchored these issues, or whether it has a adventitious at active up to the ambition that Bezos articulate as he able to duke over the position of CEO to Andy Jassy beforehand this year: “Strive to be ‘Earth’s Best Employer.'”
Instead, our affair is what acquaint you can apprentice and apply, as a business leader, from the examples of big, accessible companies like Amazon. And, I see three key takeaways.
A simple example: It would accept been annihilation for Bezos artlessly to acquaint an assistant: Accelerate Ms. Jones a analysis for $5,000. That’s abundant beneath money than Bezos fabricated in the time it took me to abode this sentence.
But, how would that accomplish her feel? What would it acquaint others about Amazon’s values? What’s the abiding activity that anybody complex would booty away?
Fixing the arrears is key, but abrogation stakeholders with absolute affecting reactions like this is apparently aloof as important. As an able leader, it’s all allotment of your job.
The opinions bidding actuality by Inc.com columnists are their own, not those of Inc.com.
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