Serve the customers with the responsibility of representing HOKA, and win new fans

I have been working in a job directly serving customers for more than half of my career, so I believe my strongest point is my communication skill. I close the gap with customers through small talk, carefully listen to their concerns and wishes, and try to find the best pair of shoes while also not neglecting my first impression. At that time, I always explain not only the advantages but also disadvantages of the shoes. For example, the outer soles of shoes to be worn in town as fashion and shoes for running mountain trails are made differently. For mountain use, there are spikes to prevent slipping. Using such shoes in daily life makes you tired a little more quickly. I carefully explain the characteristics of the product, and ask the customer to understand them before purchasing.

I also use my communication skill for staff management. There are many staff members at HOKA Harajuku, but I try to have a conversation with each of them for as long a time as possible. I think everyone is good at something while not so good at other things. I collect such information through small talk. With such information, I lead the team to unite efforts and invigorate HOKA Harajuku. Six months have passed since the opening (* as of the time of interview), but the store is still alive and kicking. So many customers are visiting the store every day that we are obliged to restrict entry. In such situation, each staff member must serve the customer sincerely, having the responsibility of representing HOKA. An encounter with a customer is a once-in-a-lifetime experience. I believe that customers who experience wonderful service will always become a fan of the brand, and repeatedly visit the store thereafter.