Store brings Japanese touch to Brunei
Tuesday, April 10, 2007
SINCE its opening last month at the Seri Q-Lap Mall, Japanese bargain store The Daiso has maintained its policy of having their staff greet customers at its entrance in a distinctly Japanese manner.
Managing Director Poh Seah Nam says the smile, bow and hearty shout of irrashaimase (a Japanese shopkeeper's traditional welcome) is all part of the cultural experience he intended to bring here.
For Poh, Daiso was the ultimate in an ideal enterprise. The brand, which is famous for making the name of Japanese "¥100 shops" and popularising thrift shopping, now has a large overseas chain, and has manufactured around 90,000 of its own products, which Poh describes as being of good quality and affordably-priced. He also had high praise for the brand's sales strategy and customer service policies, which he said were very competitive.
"Japanese thinking is one of the most developed in Asia, especially in customer service," he said, adding that he wanted to emulate every part of the successful Daiso concept when he brought a franchise here.
"When customers walk into a Japanese store, (the atmosphere) is warm and the staff are always smiling. It feels as if you are home, and the next time, you will think of returning to that store."
"The Japanese understand that customer service is the face of the business, and we want to give it our 100 per cent like they do," said his business partner Leow Eng Soon.
Poh speculated that his store's brand of customer service may come across as unusual to locals because the Bruneian lifestyle is too relaxed, and perhaps even "lacking enthusiasm".
"In Japan it is a hard life. People normally work till late, about a minimum of 10 hours a day, and competition is high. Being enterprising is very important."
"We observe our employees as they work, and practise regular corrective action they are asked to reflect (on their own performance)," said Leow.
The 24-strong team employed at the Bruneian Daiso store undergo training as they work, and have been instructed to observe Japanese customs, from thanking customers as they leave the premises, to wishing their colleagues well at the end of a long day with otsukaresamadesu good work!
"We even have them bow and wave as their superiors leave work for home," said Poh of his employees, who are mostly locals. "We want them to recognise the different levels of seniority at their workplace."
"We want to help people here understand customer service better through Japanese culture, and this will be useful to them in this job, and perhaps their future careers elsewhere."
Arrangements to send some of the staff to do a temporary placement in Japan, so as to "experience Japan with a real understanding of the culture" are in the pipes, and The Daiso Brunei's management are optimistic about how well received their daring idea will be in Brunei Darussalam.
The Brunei Times
Managing Director Poh Seah Nam says the smile, bow and hearty shout of irrashaimase (a Japanese shopkeeper's traditional welcome) is all part of the cultural experience he intended to bring here.
For Poh, Daiso was the ultimate in an ideal enterprise. The brand, which is famous for making the name of Japanese "¥100 shops" and popularising thrift shopping, now has a large overseas chain, and has manufactured around 90,000 of its own products, which Poh describes as being of good quality and affordably-priced. He also had high praise for the brand's sales strategy and customer service policies, which he said were very competitive.
"Japanese thinking is one of the most developed in Asia, especially in customer service," he said, adding that he wanted to emulate every part of the successful Daiso concept when he brought a franchise here.
"When customers walk into a Japanese store, (the atmosphere) is warm and the staff are always smiling. It feels as if you are home, and the next time, you will think of returning to that store."
"The Japanese understand that customer service is the face of the business, and we want to give it our 100 per cent like they do," said his business partner Leow Eng Soon.
Poh speculated that his store's brand of customer service may come across as unusual to locals because the Bruneian lifestyle is too relaxed, and perhaps even "lacking enthusiasm".
"In Japan it is a hard life. People normally work till late, about a minimum of 10 hours a day, and competition is high. Being enterprising is very important."
"We observe our employees as they work, and practise regular corrective action they are asked to reflect (on their own performance)," said Leow.
The 24-strong team employed at the Bruneian Daiso store undergo training as they work, and have been instructed to observe Japanese customs, from thanking customers as they leave the premises, to wishing their colleagues well at the end of a long day with otsukaresamadesu good work!
"We even have them bow and wave as their superiors leave work for home," said Poh of his employees, who are mostly locals. "We want them to recognise the different levels of seniority at their workplace."
"We want to help people here understand customer service better through Japanese culture, and this will be useful to them in this job, and perhaps their future careers elsewhere."
Arrangements to send some of the staff to do a temporary placement in Japan, so as to "experience Japan with a real understanding of the culture" are in the pipes, and The Daiso Brunei's management are optimistic about how well received their daring idea will be in Brunei Darussalam.
The Brunei Times
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