The Amazon Way: Amazon's 14 Leadership Principles

by John Rossman

Two truths about customer service

If you want to succeed in Jeff’s relentless and fiercely competitive world, you cannot: Feel sorry for yourself Give away your power Shy away from change Waste energy on things you cannot control Worry about pleasing others Fear taking calculated risks Dwell on the past Make the same mistakes over and over Resent others’ success Give up after failure Feel the world owes you anything Expect immediate results86