{"id":50641,"date":"2017-10-13T20:19:50","date_gmt":"2017-10-13T11:19:50","guid":{"rendered":"https:\/\/www.decoboco.info\/en\/?p=50641"},"modified":"2026-09-24T13:44:56","modified_gmt":"2026-09-24T04:44:56","slug":"thoughts-how-the-shop-and-customers-should-relate","status":"publish","type":"post","link":"https:\/\/www.decoboco.info\/en\/20171013\/blogs\/thoughts\/thoughts-how-the-shop-and-customers-should-relate","title":{"rendered":"\u2463Thoughts\u3000How the Shop and Customers Should Relate"},"content":{"rendered":"

\"\"
\nSomething I think about from time to time regarding the shop and customers.<\/p>\n

<\/p>\n

\"\"<\/p>\n

Whether I’m shopping for things or going out to eat, it’s something I think about.<\/p>\n

What makes a good shop for customers?<\/p>\n

What makes a good customer for a shop? I find myself thinking about this often.<\/p>\n

 <\/p>\n

Our shop has been running for about 15 years now. As we’ve continued, our shop policies\u2014modest as they are\u2014have wavered back and forth, leading us to where we are today. Honestly, I think our current approach is the result of careful consideration.<\/p>\n

Of course, I believe we’ll continue to evolve in various ways going forward.<\/p>\n

\"\"
\nFor example, if budget constraints mean things end up like that during the process, I think the right business stance is to say “If we’re getting paid labor, let’s leave it as is!”<\/p>\n

From a business perspective, I still genuinely think that’s the correct judgment.<\/p>\n

\"\"
\nHowever, I think for the people who bring their motorcycles to us, their bikes are a hobby, and there’s a part of it that can’t be reduced to just money.<\/p>\n

“I want to make it even 1% cleaner and get it running better.”<\/p>\n

Because it’s a hobby, I think people have incredibly strong personal preferences that only they understand.<\/p>\n

Independent shops can do things that chain stores and big retailers cannot. I think that’s a kind of strength.<\/p>\n

\"\"
\nCustomers I’ve had long relationships with really bring us a lot of work.<\/p>\n

That’s why I want to do something nice for them. I basically don’t do discounts. Price reductions and discounts are the easiest, most convenient service that everyone will accept\u2014no question about it. But even when things get cheaper, your wallet is only happy for that moment\u2014a fleeting joy. You forget about it right away.<\/p>\n

 <\/p>\n

If I were the customer… I think I’d be more grateful for someone doing something I can’t do myself.<\/p>\n

When you go out to eat, a discount on the bill is nice, but occasionally getting a complimentary dish or a special off-menu item stays with you emotionally. That sense of being special lingers.<\/p>\n

\"\"
\nTricky people.<\/p>\n

People who try to get things as cheap as possible, boldly cutting in line to request troublesome, labor-intensive work or quick fixes without an appointment.<\/p>\n

If something goes wrong after installation elsewhere, that’s unavoidable, but I think “whoever installs it should see it through to the end” works out best.<\/p>\n

If we’ve already made a profit from parts and labor, both sides should keep going until we reach a resolution we’re both satisfied with.<\/p>\n

It’s no good if the customer ends up thinking “I can’t trust that shop” either. If we respond vaguely and the shop gives up, it becomes a habit.<\/p>\n

 <\/p>\n

Got a cheap part, want to install it cheap.
\nI understand the feeling completely. The cheapest option is to do it yourself. If you can… I’ll take the job if the labor matches, but if it doesn’t, I’ll have to pass.
\nBasically, I’m selling my time.<\/p>\n

The way you ask matters. Instead of “I bought it cheap, so I want it installed cheap. How much?” it’s actually smarter to ask “Is it possible within a budget of \u25cb\u25cb yen?”
\nThere’s no need to mention that you got it cheap.<\/p>\n

The first approach: budget is set, but I want it installed for 1 yen less.
\nThe second approach: budget is set, and I want the best installation within that budget.
\nHow I respond, keeping our future relationship in mind, changes completely.<\/p>\n

 <\/p>\n

Troublesome people.<\/p>\n

Based on our experience, we ask people who hang around the shop to refrain from doing so.<\/p>\n

New customers find it very hard to consult with me when there’s someone who seems like a regular\u2014someone I think might be a long-time customer\u2014going on and on with their opinions.<\/p>\n

Even though they came to consult with me, new customers naturally think “Why? Is this a three-way meeting?”<\/p>\n

It’s not good to be that person hovering at an awkward distance, eavesdropping. Either leave so you’re not in the way or go outside for a cigarette.<\/p>\n

 <\/p>\n

\"\"
\nWe operate our shop centered around customers who show us goodwill.<\/p>\n

We don’t want to focus heavily on retail or online sales. We don’t want huge numbers of customers coming in, and honestly, we couldn’t handle it anyway.<\/p>\n

 <\/p>\n

I want to do work within the volume I can handle properly, and I’d rather have customers who connect with us emotionally than worry about whether they spend money or not.<\/p>\n

I think relationships continue when both sides connect emotionally.<\/p>\n

 <\/p>\n

Finally, from my experience, I really dislike “he said, she said” situations. Rather than phone calls, I’d appreciate it if you could submit work requests via email or our contact form, leaving a written record.<\/p>\n

 <\/p>\n

Thank you for your business.<\/p>\n

Decoboco\u3000Takada<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

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