At Fred wilson's suggestion, I just finished reading Danny Meyer's Setting The Table, a wonderful book about his management philosophy in creating a number of New York's great restaurants, including Union Square Cafe, Gramercy Tavern, and the Shake Shack. Since my office was on the Gramercy Tavern block, I have had many a tasty lunch there. The book is really about the difference between service and hospitality, and building a culture that engenders good will with employees, customers, the community and investors. Done right, as he has, it leads to a virtuous circle.
I arrived here at CES Las Vegas yesterday afternoon, and realized soon after that I had left my Lenovo T60 power supply at home. I love the T60, and kept trying to figure out how I could live for 2 days without it. The Blackberry would show me some of my email, but it would be hard to get my thrice daily crossword puzzle fix, and even harder to blog about CES. Since the T60 supply has a different connector than the old IBM T and X series, none of my colleagues power supplies had cables that would fit. I looked in the CES directory to see where the Lenovo booth was, and, to my surprise, there was none. They had decided not to exhibit.
In this funk, I attended the ShowStopper event, a non-sanctioned, but fun party where sixty or so companies each have a 2 foot long table to show their wares to the media. There is of course, free flowing drinks and food as well. Right there on the left was a small Lenovo display. So I went over and asked if I could plug my machine into one of their supplies to at least get some power. Without hesitation, the Lenovo representative said, "Wait one minute, maybe we can do better." an almost exact quote from the Danny Meyer method of dealing with customer issues. She returned a minute later and handed me a power supply with a smile, "glad you're a loyal customer." I have been, and certainly will continue to be. Any company that has its staff focused on great customer experience deserves my business, and yours.