This time, the theme is “loss of opportunity”.
Let me tell you a familiar example. I went to the store (A) to buy toilet paper, but there were many people at the cash register. For this reason, I went to another store (B) and bought the toilet paper of the same price.
I think everyone has had this kind of experience. The action is to avoid having to wait a long time. From the standpoint of the store, I lost one customer. Some people want to buy toilet paper and are ready to sell it. However, because of the store’s convenience (we did not pay customers quickly this time), we could not sell what we wanted to sell. This is called “opportunity loss”.
If A’s cash register was vacant, the toilet paper would have been purchased at A. So why were so many people lining up? For example, there may be enough cashiers, but at that time there were no staff present and only one cashier was open. If that were the case, this “loss of opportunity” could have been prevented.
“Opportunity loss” means that you cannot buy due to the attitude of the seller, even though there are people who want to buy it. For example, I closed the shop during lunch break, told the customer to come back tomorrow when my working hours were over, and told the inquiry phone “I’m too busy to call back later.” With such a corporate culture, there is no way for customers to escape.
This culture can be fixed with the help of staff. Of course, the head of the organization can reward salaries and promotions to staff who put customers first.
In fact, putting the customer first has an economic meaning. Please understand that one of the reasons why this store is so popular is that the corporate culture that puts the customer first is deeply rooted.
JICA Chief Advisor Mamoru Yamashita