At Henshin Solutions, we offer advisory and training services for companies that wish to offer excellent service, which we call Premium Service. But have you ever wondered where our experience and desire come from?
Our team has extensive experience in national and international travel. During these trips, we make a point of observing how we are treated in different sectors, such as airlines, immigration services, transportation, hotels and restaurants. In addition, due to the nature of our industry, we have contact with people from different countries, which allows us to share enriching experiences.
If there’s one thing everyone agrees on, it’s the excellence of Japanese services when it comes to customer service. Let me tell you a story I witnessed during one of my trips to Japan when I was still living there.
At Narita Airport, Tokyo, there is a panel where formal acknowledgments received from customers are displayed. All accounts are excellent, but some are truly inspiring. They range from saving the life of a passenger who was having a heart attack to a hairdresser who remembers the passengers’ favorite haircut even after a long time. There is also the story of a cleaning lady who went through the wastebasket looking for a credit card lost by a passenger until she found it.
I also remember the reports about an attendant who left a note congratulating a couple on their honeymoon for the tag that came with the suitcase, and another attendant who, in addition to finding a lost document, also congratulated the family on their daughter’s sporting achievements. These are just a few examples of the extraordinary experiences that happen in everyday life at the airport.
I also had the opportunity to experience moments when JAL employees helped us load the carts with bags as soon as we arrived in Japan. His sympathy, smile and attention when measuring my son’s fever, in addition to offering diapers, powdered milk and bottle, were unforgettable.
I also noticed, at JAL, the attendant always concerned about the cleanliness of the bathroom. And the same goes for ANA, another Japanese airline we travel with.
All this is related to “omotenashi”. For us, it’s something we need to learn and Henshin Solutions is here to help you on that journey. In Japan, “omotenashi” is something intrinsic, and we congratulate these wonderful people for that.
Join us in the search for the art of offering a service of excellence! At Henshin Solutions, we are committed to helping you achieve this goal and building genuine relationships with your customers.