Here’s an example of a supportive distributor who helps his customers at the 11th hour and saves their work. Biren Yadav started off as a small system integrator a few years ago and grew into a distributor for Lenovo commercial services in Mumbai. Kshitij Kotak, CEO, Grecells, bought a high end laptop from him for an American MNC CFO, connected via his CIO community and it went bad in 2 days. The CFO was to fly out in the afternoon and Lenovo could not attend the customer. Kotak requested Biren at 6:03 pm in the evening prior to the day the CFO was to leave. Biren arranged a brand new laptop and kept his huge warehouse open just for Kotak to collect the laptop. His 2 staff were waiting for him at 7:30.
Kshitij Kotak says, “Though Biren has been a help always, this was exemplary and supportive to someone like me who doesn’t even do volume business. The customer’s FM person was with me last night, tested out the new laptop in front of me and gave me the one which was giving problem. We closed the issue at 10:40 pm last night.”