【加藤綾子さん連載】「コミュニケーションの頻度と距離がサービスの価値を決める」
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>> この記事の先頭に戻る
加藤開業から６年経った今も予約がなかなか取れないと伺いました。車内で握りたてのお鮨も食べられるんですって？
唐池ええ。最初は折詰にすることも考えたんですが、やはり握りたてには敵わない。要はここでも”自分マーケティング”の発想を持ち出したんです。それが結果的にお客さまに喜んでいただけていると。各客室にテレビモニターを置かないことに決めたのも、私自身の経験に基づいています。私はそもそも鉄道嫌いだったのですが、イースタン＆オリエンタル・エクスプレスに乗って旅したとき、一人ぽつんと車窓を眺める楽しさに目覚めてしまったんですよ。
加藤ほかにはどんな発見が？
唐池発見というより再発見かな。コミュニケーションの頻度と距離がサービスの価値を決める、ということですね。客室にやたらと人がやってきて「コーヒーを飲まないか？」「空調は大丈夫か？」などとコミュニケーションを取りたがるんですよ。プライバシーを尊重するという考え方もあるでしょうけど、私はコレだと思いました。だから、ななつ星の客室にインターホンやタブレットを設置する案もありましたけど、お客さまの２ｍ以内に近づいたフェイス・トゥ・フェイスのコミュニケーションに徹することにしました。お料理もトレーにまとめて１回でお出しするのではなく、１品ずつ。そうするとそのたびにやり取りが生まれて、ファンになっていただける。国鉄時代、クレーム対応に追われていたときも電話で片づけようとせずに、すぐに相手のところに足を運ぶようにしました。そうすればこそ、相手との間の空気が柔らかくなるのです。
加藤その経験が今に繋がっているんですね。
