What I learned from balancing management and customer service

Develop your own customer service style

I was originally interested in interior design and joined the Adastria Group as a new graduate.BARNYARDSTORMI was assigned to the store. I was a little hesitant at first because it was an apparel brand that didn't sell miscellaneous goods, and at the time, I had a strong impression of being an adult, but I gradually developed my current customer service style by absorbing the good points of my seniors. Rather than using default phrases, I always convey information with an awareness of whether it will be beneficial to the customer. I also try to make recommendations and respond in a way that suits each person, so as not to push my values ​​on them.

Every store needs to do the same thing

When I joined the company, I aspired to work in a VMD position at the head office, and I thought that as a step towards that, I needed to gain experience as an assistant store manager and store manager, so I took it one step at a time. When I was first appointed store manager, I was anxious because it was an unfamiliar location and I didn't understand the staff or the flow of the store. At first, I made it a point to simply greet the existing staff, regardless of their position, and learned the job by taking the stance of asking them to teach me everything. I have worked in various stores from Shinjuku to Niigata, but even though the area and facility I work in are different, the essence remains the same and there is one goal in customer service: to provide satisfying service to customers.

Things to keep in mind when serving customers face-to-face

The most enjoyable part of my job is customer service. When I'm able to suggest something that will add even a little something to a customer's lifestyle through fashion, it makes me happy to see their face-to-face reaction, no matter how many years I've been working here. In order to build relationships with customers, I'm conscious of smiling and empathizing. I try to eliminate each and every one of their anxieties and remain completely humble. I'm also good at remembering people, so when they come back to the store, I try to serve them while taking into account their previous experience. That said, even I sometimes make mistakes in customer service. In those cases, I've experienced that if I don't run away, but instead explain honestly and apologize, I'm given a chance to make up for it.

Balancing management and playing

Last year, I was asked by my brand, "Why don't you try it?" While working as a store manager, I participated in an Element Rules customer service role-playing competition and won. I was encouraged by the idea that it would be inspiring for the younger generation of staff, and I felt it was important to return to my roots in the field, so I decided to participate. Balancing management duties with playing requires time and scheduling, and I still don't have the time every day. Still, I hope that by providing guidance from a player's perspective rather than just lip service, I can persuade my team members more. I once stumbled as a store manager and lost confidence. When I talked to my boss about it, he helped me by saying, "Why are you doing everything by yourself?" and since then, I've made a point of relying on my staff. I used to think I had to do everything perfectly by myself, but there are limits to working as a player and eventually it would start to fall apart. I realized that by showing my weaknesses to those around me and assigning roles to each staff member, I felt more at ease and they were happy to be entrusted with the responsibility. I realized that I was depriving my staff of opportunities to improve their skills.

I want to train sales staff

In the future, I would like to create a new position where instructors can visit stores and train staff while observing how they actually serve customers. People around me often say that I'm a positive person, and I've always worked with a "it'll work out" mentality. When I'm asked to do something, I try without hesitation, and others help me out, which helps me build relationships and trust. Then, when I meet those people again in a different situation, they help me realize my vision, and so everything connects, creating a virtuous cycle. To those considering joining us, this is the perfect workplace for people who are interested in people, have a compassionate and service-oriented attitude, and want to help others. I'm looking to work with people who find this fulfilling.