Suggesting items that match the customer's lifestyle.

[Tell us about your current job.]

As the store manager of the Tokyo main store, I am responsible for all aspects of store operations, including selling items such as leather jackets, handling custom-made orders, and changing in-store displays and layouts.

When serving customers, I value not just introducing products, but carefully inquiring about their motorcycle style, the scenes in which they wear the jacket, their design preferences, and sizing, to suggest the perfect fit for them. Especially for custom orders, I piece together the customer's vision from our conversations, shaping each detail of materials, colors, specifications, and fit.

I am also involved in staff training and store merchandising as the store manager. I change the display according to the season and product arrival status, aiming to create a comfortable store where even first-time visitors can easily pick up products. Enabling each staff member to leverage their individuality and strengths to provide high-quality service across the entire store is also one of my important duties.

[Tell us about Kadoya's appeal.]

Kadoya's appeal lies not only in selling leather jackets that become treasured companions for our customers but also in our comprehensive system for long-term support, including repairs and maintenance after purchase.

As you wear a leather jacket, the leather conforms to your body, and its color and expression change. The new state is not the finished product; it grows into a unique piece that reflects the time and experiences the customer has had with it. Being able to accompany that process through repairs and maintenance for a long time is, I feel, an appeal unique to Kadoya.

We propose the optimal product to customers while listening to their stories in-store, and we accommodate size adjustments and customizations as needed. After purchase, we guide them through after-sales services so they can continue to use their product with peace of mind. Not ending the relationship at product handover, but being able to continue our relationship beyond that point, is a great strength of Kadoya's craftsmanship and customer service.

Sometimes, customers bring in jackets that have been worn for a long time and have developed a rich character, for repair. From that single piece, I can sometimes sense how the customer has used it and what kind of time they have spent with it. Seeing such instances reaffirms that what we handle is not just clothing, but something that can become a part of our customers' memories and lives.

[What are the rewards, joys, and interesting aspects of your job?]

The greatest reward is the moment when a jacket I have chosen and recommended perfectly fits the customer, after repeated conversations with them.

Not all customers who visit already know exactly what they want. Many are interested in leather jackets but don't know what to choose, or want to know which design suits them. I listen to their preferences and uses, pick up hints from our conversations, and propose various options.

When their expression changes the moment they try it on, and they feel, "This is it," I feel immense joy as a salesperson. When my proposals, drawing on my experience and intuition, align with the customer's expectations and they find that special piece for themselves, witnessing that moment is the true pleasure of this job.

Also, sometimes customers return wearing a jacket that has been worn and broken in, long after their purchase. When they tell me, "I'm glad I chose this jacket," or "I always wear it when I go touring," I realize that I have been involved in the customer's time beyond just proposing a single item. Because we deal with products that are used for a long time, being able to build relationships that don't end with a single interaction is also an interesting aspect unique to this job.

[What is the most important thing you value in your work?]

I value not relying solely on past experience, but putting what I learn daily at Kadoya into practice and using it to foster my own growth.

There isn't one universal correct answer for customer service that applies to everyone. Customers vary in their preferences, lifestyles, knowledge of leather products, and reasons for visiting. Therefore, while building upon accumulated experience, it's essential to constantly acquire new knowledge about products, leather characteristics, compatibility with motorcycles, size selection, repairs, and maintenance.

Insights gained from daily customer interactions, information exchange among staff, and things I learn from customers are also valuable lessons for me. I aim to apply what I learn, not just keep it as knowledge, to future customer service and store merchandising to make better proposals.

Even as a store manager, I strive not to forget the attitude of continuous growth. This is because my own proactive learning and practice contribute to the growth of the staff and the overall improvement of service at the store. I want to continue growing, both personally and as a store, by valuing each customer interaction, so that customers who visit the Tokyo main store feel, "I'm glad I came here."