It's actually One on One, but also 101, as it's elementary stuff.
We have been observing it since we were kids. The sethji who sold us the annual wardrobe in raw unstitched form always smiled, and after showing us reams of the stuff, said, Aapko purani rate se deta hai (will give it to you at the old-and lesser- price). We fell for it.
The kirana was from Jeetmal Moolchand, a Marwari businessman in deep Andhra Pradesh. Again, knew his business. Went through a long list made by Mom meticulously, and kept us engaged through the long process of packing.
Single-window processing. I once bought a Subaru in the U.S., second hand from a dealer, with a loan too. Was amazed, I just sat in a chair, signing papers and he took care of everything- loan included- in around 30 minutes using a fax machine and a phone. This was pre-internet! Probably my best experience as a customer till date, except on Jet Airways a couple of times, and Air India once. And Sri Lankan Air once.
One to one is easy, actually, if you know the basics of human interaction- give importance, smile, and say sorry if something goes wrong. Scaling this up is a different thing, when you have thousands of customers- one reason Indigo goes wrong, maybe. And banks and credit card companies.
