There are some people that promise a lot, but fail to deliver. Then there are people who deliver when you least expect it. Here is a story that made the customer in me happy and content. I felt as if I were in the United States where customers are truly valued and respected.
I had purchased a spectacle frame from Vision Express in Trivandrum six months ago. It had metallic eyewires and wooden temples, and cost INR 6000. At the time of purchase, I was assured that the frame and lenses would be covered under warranty for one year. I have been given many such promises by various parties in the past, but all of them would come with hidden riders making it virtually impossible to claim full warranty. Not surprisingly, I was skeptical about this promise too and gave little heed to it.
A few days ago, the right temple of the frame suffered a shock while removing the spectacles. The wood broke off near the hinge, causing an irreparable damage. I was aware of the warranty promise and walked into the showroom with the frame and the purchase bill. My personal experience with such shops has been dissatisfactory and I had to fight with several of them to get what I wanted. But Vision Express had a huge surprise on offer. They accepted the damaged frame, did not ask any questions, ordered a replacement of the same type, and in five days, delivered a brand new frame for free! Vision Express is a joint venture of GrandVision and Reliance Retail. I must confess that I never thought Reliance would offer such commendable service! I think other businesses can take a leaf from Vision Express’ book to educate their staff to offer better services to customers, increase business prospects, and become highly successful. Vision Express surely knows that a return customer would bring more direct and indirect business.