I’m not sure if this is true or an urban myth, but it’s a belter of a customer service story.
In meetings during the growth of Amazon, there was always one seat left empty.
Not because someone was late or couldn’t make it, but because that chair represented the most important person in the company… the customer.
Whenever decisions were made, they’d point to the chair and ask, ‘What would the customer think?’
I love that.
You don’t need to run a global empire to use the same idea. Try it in your own way:
In a team meeting, make the empty chair stand for the person who’ll buy, use, or experience what you’re creating.
In your personal life, it could represent your future self, the you in five years.
Or, if you’re brave, it could be your toughest critic. Imagine them sitting there, arms folded, eyebrow raised. Would your decision stand up to their scrutiny?
The beauty of the empty chair is that it forces you to think beyond your own perspective. It makes space for the voice that usually isn’t heard, but always matters.
I think it can happen when making any decision - big or small. Just picture that chair.
Who’s sitting in it?
Or is it a version of you?
What would they say?
The decisions that matter are often shaped by the people who aren’t in the room.
Be Brilliant!
Michael
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