I’m in the process of moving to the Phoenix area from the LA area. On Sunday night I rushed out of my house in California with my iMac G5 under my arm. In my hurry, I forgot the power cord. CRAP!!!

I’m a tech geek. I need to be connected at all times. So, last night, I went down to the Apple Store in Chandler, AZ to buy another power cord. I explained to one of the “Geniuses” a the Genius Bar that I had left my cord at home and that I needed a new one. She lamented to tell me that they didn’t sell them in the store and that I’d have to buy one online. I think she could sense my frustration because she asked me to hold for a minute and ran into the back room.

About a minute later she emerged with power cord in hand. She said, “You can have this one” and just gave me the cord - no charge. I was shocked.

When businesses talk about customer loyalty, they often discuss how to create “loyal” customers. I think my experience at the Apple store has taught me that businesses should be asking the question, “How can we be loyal to our customers?” This in turn creates loyal customers.