"Chinatown"-Official media of Chinese Australians
Most commercial companies in China have not even completed the service details of their own businesses, and it is far from the time when they need to work on their business models. Therefore, it is a false proposition to talk about e-commerce will defeat the tradition.The biggest characteristic of Japanese business is: attention to details, respect for human nature, and truly people-oriented. Under this situation, can the experience be bad? ! No matter how good the e-commerce is, do you have a sense of situational experience (fitting room)?
Day本商Field details service
1. The most user-friendly detailed service
Shopping malls in Japan have a very user-friendly service experience. Take Tokyo as an example. Tokyo’s department stores are concentrated, so it is the most suitable plan to arrange a day dedicated to "shopping shopping". Most shopping malls open from 10 or 11 in the morning, and close from 8 to 10 in the evening. Experts will choose to enter the store during the opening hours, and the points for morning shopping can be exchanged for free lunch at the top of the mall, which saves a lot of money.
There are two major discount seasons in Tokyo each year, in June and December (because the Japanese are paid twice a year, so Japan has two discount seasons each year), each lasting 6 to 12 weeks. Like Hong Kong’s Christmas sweeping season, the discounts will increase in the later stages, but some of the most popular items may be out of stock. For shopaholics who have goals, they often can’t wait to stock up at the beginning of the discount season; for savvy customers who are thrifty, they have to wait until the Finale Sale (final clearance).
"There is no difference between the same brand and the same clothes in specialty stores and department stores, but in the mall, I can enjoy more additional services. It sounds like nothing great, but these details are really reassuring and convenient. "Xiao Pan said that she herself is a standard "department store pie."
Tokyo shopping malls provide free luggage storage services. Guests do not need to find automatic lockers, nor do they need to worry about too much luggage. The waiter will personally help you take your luggage to a special storage office, so that guests can shop at ease.
After buying something, if you don’t want to go home with big bags, you can ask the mall to pack them and deliver them to your door. This service is not limited to large items such as home appliances. Any clothing, shoes, purses, daily necessities, etc. can be delivered directly to guests’ homes or hotel rooms.
Like domestic shopping malls, Tokyo Department Stores also offer discounts in exchange for points. However, most domestic shopping malls require points to reach a certain limit before they can redeem goods. The points in Tokyo malls can be used to directly offset cash consumption, and they can also be exchanged for drinks and meals immediately.
In addition, free services such as valet parking, picking up luggage, pushing strollers, and enabling special elevators for wheelchair customers are all essential supporting items in Japanese department stores. Nowadays, Tokyo’s large shopping malls are also equipped with Chinese reception staff. Specially to provide help for Chinese tourists.
Of course, after all, the most reliable thing about Japanese department stores is that there are many brands, and there are no defective products or fakes. Japanese merchants are very strict on the quality of their products. If you buy defective products in large shopping malls, you will not only get a large amount of compensation, but the manager has to come to the door to apologize. The biggest advantage of buying things in Japanese department stores is to rest assured.
2. Intimate infrastructure
↑7 or 8 cleaning staff are responsible for all cleaning work of the shopping city. The sorting trash can was cleaned spotlessly with a clean white cloth. Such a clean environment also makes people more willing to maintain and maintain together.
↑Strollers and wheelchairs prepared for customers with children and poor health are installed near the entrance of the gate, and can be used when they get off the car, minimizing the physical burden of special customers. There is a sterile paper towel next to it to wipe the stroller.
↑ In order to facilitate the shopping of foreign tourists with suitcases, the free lockers are specially designed to be large enough to fit into the suitcases.
↑The store has prepared chairs for customers who come in line early, so there is no need to stand and wait to open the door.
↑At the entrance is an automatic umbrella cover machine. Prevent dripping water on the umbrella from slippery on rainy days.
↑The rest area is dedicated to the children's area. These small chairs are specially prepared for small customers.
↑All equipment in the children's area is one size smaller. Tables, chairs, and sinks are all child size.
↑This is a baby room for mothers to take care of babies and toddlers. There are nursing rooms, diaper changing stations, etc.
↑The vending machine in the baby's room is designed according to the baby's body. Even the beverage box is smaller than the average, suitable for the small hand of the child.
↑The baby room allows men to enter to make milk powder for their children and change their diapers. The breastfeeding area is a separate breastfeeding room, and men stop. There are emergency buttons on the wall.
↑Kisarazu Mitsui Outlet Mall is a seaside town. Many Japanese people will bring their dogs. This is a specially developed common rest area for dogs and their owners-the dog post is also very creative
↑Some stores in the shopping city allow dogs to enter. In order to keep the store clean, this is a pool dedicated to washing dog paws.
3. Brand self-created crowd flow ability
Japanese brands have a very strong self-manufacturing ability. Since major brands generally have their loyal customers or fans, whether it is cosmetics, clothing, electronic products, etc., there will be people as soon as the brand's limited edition or commemorative products are launched. Line up to buy.
4. The winner is in the details
There are even some basic service etiquettes that have now become unwritten rules in the service industry:
1) After the guests take off their shoes, they must pack their shoes
Shoes are taken off in many places in Japan, including some Japanese restaurants, hotels, and even fitting rooms in shopping malls. So after the guests take off their shoes, the first action of the waiter is to arrange the shoes, and then put the heels away in the direction of the guests. It is convenient for guests to wear shoes.
Similarly, on a rainy day, if a customer brings an umbrella, he is responsible for receiving the guest’s umbrella, wiping the rain water clean, and then buckling the umbrella and placing it at the door. It is convenient for guests to get it back after consumption.
2) When a customer asks, no matter what you are working on, stop immediately
Everyone in the domestic restaurant should have personal experience, that is, when you were seated, you shouted at the waiter~~ waiter~ girl alas~ if the business was hot at the time, even if the waiter heard it, no one might come to you. Because some people are busy serving dishes, some are busy receiving bowls, and some are busy checking out.
But in Japanese restaurants, no matter what you are doing at this time, for example, you are tidying up the table, then when a customer consults you, you must stop immediately to fulfill the customer's needs. If there are too many demands at the same time, the waiter will always apologize. The boss will also increase part-time staff during this period to ensure the quality of their services.
3) When the guest complains to you, whether it is your problem or not, you have to apologize on behalf of the team
I believe many people are familiar with this scene. For example, when we complain to the customer service, we often hear: I can’t do this, the XX department is responsible. Or this is not our problem, but the logistics company's problem.
But in Japan, if you say this when you encounter a guest complaint, then your career is not far away. First of all, whether it is your problem or not, you must apologize, as long as you can coordinate, you must help the guest to deal with the problem.
4) Whether it is a shop or a large amusement park, the time to open the door to welcome customers is accurate to the second
If a shop says it is open at 8 am. Then the process is like this, the staff arrives at 6:7, the door of the shop is cleaned at 7:8, and the shop is cleaned at 8:XNUMX, then the products are displayed and arranged. As it was almost XNUMX o'clock, customers lined up at the door one after another. All the service staff changed into work clothes and lined up, waiting for the second hand to point to XNUMX o'clock.
5) Kneeling services are very common, including nightclubs and ktv
In a Japanese restaurant, when customers sit cross-legged, the waiter needs to kneel to serve dishes. This may be well understood. But in nightclubs in Japan, including ktv and other consumer places, customers sit at the table, and waiters kneel on their knees when serving drinks.
6) Do not sweep/mop the floor when it is open
Especially restaurants, hotels and other places that are afraid of dust, it is absolutely not allowed to sweep the floor when they are open. Usually completed before and after opening the door. There are some catering industries that cannot even purchase goods during business hours.
The article is reproduced from "The Wisdom of President Business Circle"
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