Abnormal market behavior where consumers purchase the higher-priced goods whereas similar low-priced (but not identical) substitutes are available. It is caused either by the belief that higher price means higher quality, or by the desire for conspicuous consumption (to be seen as buying an expensive, prestige item). Named after its discoverer, the US social-critic Thorstein Bunde Veblen (1857-1929).
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Omotenashi is a Japanese term used to describe a type of entertainment. It essentially means to please your guest. It is not something you need to work hard at, you can be trained to please your customers. Here are some things you can employ within your business.
* Smile at your customers
* Say “Arigato” or “Thank you”
* Call customers by their name
* Make eye contact
* Be honest
* Be sincere
* Answer questions by starting with “Yes” or “No”
* Start sentences with “Please …”
* Read between the lines
* Do not interrupt customers
* Do not talk too much
* Dress professionally
These will make your customers feel much more welcome and feel as if they are not being treated like “just another customer". It is important for customers to feel that they are special. This is what Omotenashi is all about. It is also important that you do this from your heart.
I was on one of the airlines crossing the Pacific. When I asked for something from a cabin attendant, she smiled and communicated with me. Though when she turned around, I could tell she was not smiling any more - she was acting. Acting is fine, just do not let the customer know.
Opinion Stand is design to gage your customers' opinion of your establishment. You have seen this type of system already and you know it works. Why don't you try it for your establishment.
I am not really happy about the way people give an apology. When you say “I am very sorry to people offended by my action.”, you are not apologizing to all, you are giving an apology only to people who are offended. That means, you are not 100% feeling apologetic. Unfortunately, I hear this a lot. Also, when people apologize, they are apologizing only because of the consequences resulted from their action. That means, they are not sorry for what they have done. They are sorry that they did not get away with it.
Also, when you explain why you did what you did...that should not be a part of the apology. That is an excuse and should not be a part of an apology. Here are the ways to give an apology, I read, that usually will be well received. I read this in the article* which is listed below.
1. An expression of regret.
2. An explanation of what went wrong.
3. An acknowledgment of responsibility.
4. A declaration of repentance.
5. An offer of repair.
6. A request for forgiveness.
The offer of an apology must be 100% and not motivated by the consequences. That is what is missing a lot of the time by the people giving an apology. You should not offer any apology if you are not truly sorry. If you believe in your action, you should have guts to stick with it whether you are popular or not.
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