So, what did Panero do about it?
First, he screamed at the columnist right on the convention hall floor at the Consumer Electronics Show in Las Vegas. As a crowd gathered, the journalist screamed back.
Take 2: After the conference, the columnist was eating breakfast at the airport when Panero walked by. The columnist had said XM’s radios were poorly designed, unreliable and too expensive.
This time, Panero remained calm. The two arranged to sit together on the plane home and, during their ride, Panero acknowledged the flaws in XM’s hardware.
A few months later, XM redesigned the radios with better controls, bigger screens and lower prices.
Moral: Cultivate critics, don’t eviscerate them