"To understand what customer service at Amazon was like you need first to understand the landscape it inhabited, both physically and spiritually. First, banish all standard notions of dot-com architecture -- no high-rise, no sexy racquetball courts or meeting rooms with Jacuzzis. This was Amazon, and that meant strict furniture Puritanism. A company that builds all of its desks out of doors has a high ethical of cheapness to uphold. The same was not true in every part of the company, but they'd never let the phone monkeys see that."
Working Wounded Mailbag:
"The worst thing a boss ever said? 'Terror is a great motivator.'"
Here are the results from a recent Working Wounded Blog/ABCNEWS.com online ballot:
Which movie title best describes how you dealt with the last big change at work?
Bob Rosner is a best-selling author, an internationally syndicated columnist, popular speaker and a recent addition to the community of bloggers. He welcomes your comments at firstname.lastname@example.org.
This work is the opinion of the columnist and in no way reflects the opinion of ABC News.