There is so much venom in the business world today, it is sometimes over the top refreshing to see (or hear) someone handle themselves (and their competition) with dignity and grace. Jim Koch did that recently on a radio talk show.
This cool article tells the story of Koch recommending a competitors beer for a callers specific need. Very cool and very genuine.
The great lesson this article gives is for companies to "know themselves." It's tough because no one wants to lose a customer. But both Koch and Southwest in this article understand that they can't please everyone. You have to respect those brands that know who they are...and are genuine in their pursuit.
It's nearly enough to make me want a Boston Lager. :)
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