Lord Mengchang, in his fief of Xue, gathered guests from the various feudal states as well as fugitives who had committed crimes, and all these persons attached themselves to him. Lord Mengchang set aside his family estate and treated them with great generosity, wherefore the worthy men of the realm turned their hearts toward him. His retainers numbered several thousand, and whether noble or base, they were all treated in the same manner as Lord Mengchang himself. When Lord Mengchang received guests and sat conversing with them, behind a screen there were always attendant scribes who recorded the words exchanged between him and his guests, and also inquired after the guests' relatives and their places of abode. After a guest had taken his leave, Lord Mengchang would already have sent someone to convey his regards and bestow gifts upon their relatives. On one occasion, Lord Mengchang entertained guests at a meal during the night, and a certain person obscured the light of the torch. The guest, growing angry, supposed that the fare set before him was not the same as that of others, and so he ceased eating and took his leave. Lord Mengchang rose, and brought his own portion of food to compare it with that of the guest. The guest, overcome with shame, cut his own throat and died. For this reason, most of the worthy men of the realm came to attach themselves to Lord Mengchang. He made no distinction in his choice of retainers, but treated them all with kindness. And every one of them believed that Lord Mengchang held him in special regard.
💡 商战启示录
Lord Mengchang's approach stands as an exemplary model of "customer first" and "talent management" in ancient times. By recording the family circumstances of each retainer and proactively caring for their relatives, he achieved emotional investment that exceeded expectations—equivalent to modern enterprises establishing Customer Relationship Management (CRM) systems to enhance loyalty through personalized service. He treated all retainers equally (with no distinction between noble and humble, all were treated as equals to himself) and publicly compared meals to demonstrate fairness, akin to modern enterprises emphasizing internal equity to prevent the loss of core talent due to unfair treatment. In business cases, Haidilao, with its ultimate service—remembering customer preferences and providing unexpected delights—replicates Lord Mengchang's "treat-as-kin" experience, thereby building a highly loyal customer base. Meanwhile, Huawei's "people-oriented with a focus on strivers" emphasizes equal respect and generous rewards for employees, echoing Lord Mengchang's investment in talent. Lord Mengchang's principle that "no guest was rejected; all were treated with kindness" suggests that modern enterprises should embrace diverse talent without discrimination based on background, for every individual may bring unique value. The core of his strategy lies in "perceived value": when talents or customers feel genuinely valued, they become self-propagating "devoted followers," reducing the costs of customer acquisition and talent retention. However, it must be noted that Lord Mengchang's excessive generosity could also pose risks of cost overruns; modern enterprises should strike a balance between generosity and efficiency, avoiding the burden of "supporting retainers." In sum, Lord Mengchang's story reminds us that true competitiveness stems from profound care for "people," not merely material incentives.