How to make a customer, yours for life

Approximately 2 years back I felt some problem with my eyes. I consulted the doctor and he suggested that I need spectacles and also that I should get one with progressive lances. My mother also had to get her spectacles repaired. 16^th July 2011 I went to this optician's shop with my niece so that she can help me choose the frame. An elderly man, must be close to 60, greeted me. He offered me cold drink which I refused politely.  I chose a frame gave him my prescription and left. In a week’s time I received my spectacles.

Now coming back to present. My younger one picked up my spectacles and pulled one of its arm so it came lose. I had to get the spectacles repaired. I went to the same optician once again. This time the shop had moved I searched around and found this shop. Again the same elderly man Greeted me with a smile.

“आइए Sir” (Come in sir) He said.

I said “अंकल ये ऐनक बनवाईं थी यहां से| Loose हो गयी है|” (I had got this Spectacle made from here. It has come loose)

He remembered “ये तो Progressive है|” (It’s the one with progressive lances. Mind it till this time the glasses were in its cover only so he had not seen the glasses yet. “इनके साथ अपनी mother के भी Spectacles बनवाये थे|” (You had also got your mother’s spectacle made along with these).

By this time I was already impressed with his memory and I said “अंकल आपकी यादाश्त बहुत अच्छी है|” (Uncle you have a very good memory). On which he replied “अगर थोडा ज़ोर डालूं तो नाम भी याद आ जायेगा|” (If I try lil harder I’ll be able to recollect your name). “लोचन साहेब?” (Mr. Lochan?). 

Well This was totally amazing. By now he had also tightened the screw on my Spectacle’s arm. “लोचन साहेब अभी तो आप काम चला लो, कल ले आना, मैं ठीक करवा दूंगा |” (Mr. Lochan, You can use it for now. Bring it back tomorrow and I’ll get this fixed). 

Then He added “एक request है आप से| आप हर 4 महीने में इसे यहां लाएंगे nose pad बदलवाने के लिए| और ये free है |” (And there is a request that you will bring this here back every 4 months to get the nose pad changed. And its free.)

I must say I have not seen such a humble man. And he definitely converted an ambassador for his shop without spending a single penny. Its all about how your deal with people. The address of this shop is “eye ball Optics, E-13, Vikas Marg (Near Hira Sweets), Laxmi Nagar, Delhi-110092.”