Customer Obsession

Sandra Burns

Leadership Principle Worksheet 

This worksheet was designed to share how I align my experience with Amazon’s Leadership Principles. I’ve written down a couple of detailed examples from my experience that relate to each of Amazon’s Leadership Principles. Enjoy! Sandra Burns

Customer Obsession: Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.

Example 1:

Situation: One of my 250+ training clients who sent a testimonials of her experience of my Creative Suite Bootcamp says more than my marketing can even begin to describe in her own words.

Task: Customer satisfaction on the verge of obsession demonstrated through listing testimonials of clients rather than push training I used a technique of pulling from hearing it from other customers. I enjoyed making them happy, watching the lightbulb so to speak come on when they got something. Their face would change, relief and confidence replaced any anxiety prior to the class.

Action: The action and result of customer obsession will be told in my own customers words below.

Result: 275+ training clients/consulting projects, listed at


Hello Sandra,

Just a note to thank you for the great week of Adobe training!

Thank you for the:

  • thorough introduction to Adobe Creative Design Suite
  • one-to-one training personalized at my pace
  • extra Adobe books and lessons to practice the new skills
  • opening new horizons in creative design for me
  • new programs you taught each day:  Illustrator, Photoshop, InDesign, and Acrobat
  • last day summary and practical lessons

Adobe Design programs can be very complex.  This introduction let me glimpse the potential of these programs while learning and practicing basic tasks.  This week long training gave me a good start in each of the four design suite programs.  Additional discussions regarding color palettes, tints, and hues and the importance of print shop communications were also very essential, practical, and applicable for anyone overseeing, managing, or specializing in marketing materials development.

Overall, this 5-day Adobe Creative Design Suite Bootcamp was a very worthwhile investment of my time and money.

Thank you, Sandra!

Take care, Tina

Example 2: 

Situation: 200+ dealers NetworkLANd, called me to place or handle any issues on their orders.

Task:  Went to trade shows, meeting prospective dealers. Answered dealer calls, fill orders, handled issues.

Action: I knew many of my dealers by name, their dealership name and location as I signed many of them up. I  had pleasant chit chat with them as I figured out their needs, connecting them with the right equipment for them and their customers, handing any issues, or RMA’s, etc.

Result: Satisfied dealer network that grew from 1 dealership to 200 dealers in 20 months by introducing them to computer and networking, taking them out of their dying office machine shops by converting them to NetworkLANd dealers giving their businesses a new lease on life and vehicle for survival.

Example 3:

Situation: I was put on a project on a tight deadline for an internal customer at Amex located in Mexico.

Task: I needed to quickly pull together what was needed to complete the project, meet with those where I might get that information.

Action: I worked quickly pulling together what was needed to complete the project meeting with the SME/Internal customer on their needs, meeting when they needed to flexing to their timezone.

Result: We delivered the project on time, and the SME/Internal customer came back requesting me for future projects, even stating she would kill for me.