During a stay at a hotel, one encounters some employees more than others, and usually, you are grateful that you do. Rarely are we pleased to encounter every employee of a hotel or residential hotel, as we found at Amistad Hotel Fukuoka. Front desk employees, Sesilia and Ishikawa, and others illustrate consistency and awareness. They showed us a deep desire to satisfy and please their customers.

Serious customer service providers aim to give 100% service to every guest because, in service, every second is a treasure to every guest and to every staff. This happens at Amistad. I was discussing this with the Consultant for Amistad, Risa Nakahara, and the concept of “ichi-go, ichi-e.” The literal meaning is ‘one time, one meeting ‘. Meaning this moment is unique- it will never happen again. Risa reminds me that the history of this concept can be traced back to Japanese tea ceremonies, and in particular to 16th-century tea master, Sen no Rikyu, who instructed his apprentices to give respect to their hosts as though their meeting will only happen once in a lifetime. Customer service at Amistad is realising every moment is a moment to please and satisfy the customer. Here in Japan and at Amistad Fukuoka, they do this with pleasure, and they do it often, and you DO want to come back to experience more unique moments of ichi-go, inchi-e. The sensei says: “Treat each new customer encounter like it’s the first and the last chance to delight them.”

Another observation at the Amistad Residential Hotel. The importance of a positive and cheerful attitude when dealing with the customer. I’ve had numerous communications with a receptionist and the Amistad Consultant and can say, without a doubt, that each one was positive and pleasant. I can’t say that for many places.

One company I worked for said when recruiting front liners in customer service, “We hire for attitude and train for skills”. They meant that skills can be trained but a great attitude is harder to find!

These important items about your attitude should always be remembered:

• Your attitude toward customers influences your behaviour. You cannot always camouflage how you feel.
• Your attitude affects everyone who comes in contact with you, either in person or on the telephone.
• Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expression, and other non-verbal ways.
• Your attitude is not fixed. The attitude you choose to display is up to you.

A positive attitude in the workplace helps employees to accomplish tasks faster and in a better manner. The performance of employees depends on the good relationship they share with their colleagues. A good relationship can be established only when employees demonstrate a positive attitude towards their work and colleagues. Through positive energy, work becomes a pleasure and employees find it easier to achieve their goals. It’s all about internal customer service.

With your Customer Service efforts – don’t give up!!

Much customer service is in the “details”. If you are good at the details, you are probably good at the basics. However, Customers will judge you on details. The “differentiators”. Get them right.

Staying at The Amistad has reminded me of ichi-go, inchi-e.

“Better Customer Service leads to increased revenues.”

Written by: Richard Coles

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