Jeff Bezos, founder of Amazon.com, while learning about ‘Books’ Business’ wanted to learn ‘How to Sell Books’. So he attended an introductory 4 day lecture in Portland by American Bookseller Association. During that he met one of the instructors named Richard Howorth. Richard told him the story of how far you’ve to go for customer service.
One day, while Richard was in his office of the bookstore, manager came to him and told that one lady was being ridiculously argumentative about something.
‘You gotta come and deal with her, Richard!’ he told him. So Richard went downstairs and asked.
‘How may I help you?’
‘Well, my car was parked outside your store, when the guy in the balcony of the flat threw mud on my car from upstairs. My husband cleaned up my car just this morning. Who’s gonna clean it now?’ said that Lady.
‘Can I wash your car?’ asked Richard, to which she said Yes, please. And both of them drove to a nearby car-cleaning service, which unfortunately was closed that day. Richard then said, ‘Let’s go to my home.’ and they drove to his home.
Richard Howorth, a senior instructor at ABA, who was the owner of one of the largest Bookstore in the county, and owner of Square Book in Mississippi right now, took bucket of water and a rag out from his garage and cleaned her car.
Jeff Bezos, founder of Amazon.com, said “That day I realized how far you have to go to please a customer. And then I decided to make sure Amazon was customer centric.”
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