Учебно-методическое пособие по развитию навыков профессионального общения. В двух частях. Ч.1: Management. Руденко Т.П - 34 стр.

       31. Where there is willingness and intelligence, there is a place      fill the tank and wipe the windshield. They often empty ashtrays and
within the company to try and to succeed. In Japan, a person’s capabili-      stop traffic to let the motorist back on the road.
ties are not forced into an inflexible specialty. And we feel the company             8. Department stores seem to have twice, it not three times the
owes a worker something for loyalty and commitment.                           floor staff of American ones. Many stores wrap everything they sell.
       This article is adapted from a speech by Mr. Terasawa, president       Upscale customers don’t have to come in at all – the goods are taken to
of Nomura Securities International, Inc., before the Commonwealth             their homes for display and selection.
Club of San Francisco.                                                                9. Feudal Japan evolved tight rituals of personal service. Many
                                                                              survive in the traditional inus called ryokan. Proprietors now when
      B. Happy Customers Matter of Honor among Japanese                       guests arrive and straighten the shoes they step out of. Welcoming tea
                                                                              and elaborate meals are brought to the rooms. Bedding is laid out and
       1. In an age when personal service as a significant aspect of mer-     cleared away in the morning. On departure, the bows may be held until
chandising is dying out in the United States, Japan clings tenaciously to     a guest’s car is out of sight.
it.                                                                                   10. But even in modern business, the culture’s attention to detail
       2. Service is viewed by people in Japan not as a luxury, but as an     and doing things the “correct” way fit well into the service mentality.
essential ingredient for the success of individual companies and the          While Americans may find it demeaning to fuss over a customer, Japa-
Japanese economy as a whole.                                                  nese worry – with reason – that their shop will be laughed at if they
       3. Americans who move to Japan never get used to the range of          don’t.
services and courtesies taken for granted here. To those old enough to                11. Perhaps the darkest spot on personal service in Japan is how
remember how things – used to be at home, life can bring on twinges of        remarkably impersonal it can be. Everyone is treated exactly alike. Em-
nostalgia.                                                                    ployee’s greetings and directions, in fact, are often memorized from a
       4. Supermarket check-out counters have two or three people ring-       company manual. After a month’s stay in a hotel, guests may find the
ing up and bagging groceries. Some stores deliver, with each bag arriv-       staff still has no idea who they are.
ing neatly stapled closed. Dry ice is incerted alongside the frozen foods             12. Still, the Japanese view service as the glue that holds com-
to ensure that they don’t spoil on the way.                                   mercial relationships together if the correct personal contact and follow-
       5. Television shops normally send a technician to install and fine-    up come with the first sale, a second is sure to come. Market share and
tune a newly purchased set. The technical will rush back if anything          loyal customers are the first goal, not short-term profit. Service may
goes wrong. Car salespeople are known to bring new models around to           cost but it helps ensure these more important objectives.
customers’ homes for test drives and loaners are available for people                 13. While Americans in need of something think of stores, Japa-
whose cars are in fir repairs.                                                nese often think of dealers, individuals who supply and advise over the
       6. There are no limits to what is home-delivered-video movies,         years on product lines like sake, clothing and electronic equipment.
dry cleaning, health foods, rented tailcoats (this last one requires two              14. Memories of service may help a company weather hard times.
visits from the sales staff first for a fitting, second for delivery of the   If a computer firm drops behind in product quality or price, its custom-
altered and freshly pressed garment). Office deliveries are common too,       ers will not abandon it en masse. They would feel treacherous doing so.
especially of lunch.                                                          After all, didn’t the company send a dozen times to answer questions on
       7. Japanese barbers often give back messages as part of an ordi-       that little desk-top model? Expand that to national scale and you have a
nary haircut. If they remove a customer’s eyeglasses, they may polish         more stable, predictable economy and job market in the Japanese view.
the lenses before returning them. Self-service gasoline has yet to make
its appearance here in any significant way. At the minimum, attendants

                                    67                                                                           68