Hospitality Training for Department Stores
A butler imparts the finest customer service to department stores and luxury brands
Challenges We Often Hear
At outside sales or a flagship, you want to convey a sense of the special through conduct
What an outside-sales patron seeks is not a discount but the feeling of special treatment. That feeling is conveyed not by words but by the precision of conduct.
You want to align, across the whole sales floor, service that does not break the brand's world
The service of a luxury brand does not hold unless it is one with the brand's aesthetic.
What We Provide for BusinessWhat We Provide
The finest care
1. What is care training for department stores and luxury brands?
Care training for department stores and luxury brands is a programme in which the butler raises the power of care of staff who stand on the finest sales floors — outside sales and flagship stores.
The higher the price band of the goods, the more what a customer buys becomes the sum of the article and the experience.
1.1 The technique of conveying “special treatment” through conduct
What an outside-sales patron seeks is not a discount but the feeling of special treatment. The first step of the welcome, how goods are offered, the depth of the farewell.
A sense of the special is conveyed not by words but by the precision of conduct.
1.2 Service that does not break the brand's world
The service of a luxury brand must be one with the brand's aesthetic. We design the training after understanding the brand's philosophy and clientele in advance, and craft conduct in harmony with its world.
1.3 From spot to an advisory contract
We accommodate from half-day spot training to weekly regular guidance and a monthly advisory contract. A bulk-contract discount for several stores or brands is available, too, for building a group-wide standard of care.
The content of the trainingIn Practice
2. We polish the movements of the sales floor one by one
The training begins with a current-state diagnosis from observing the sales floor, and proceeds mainly through practical work on the actual floor. We introduce the central areas of guidance.
2.1 Standing posture and how to walk, the foundation
The standing posture on the floor, walking speed, the position of the hands. A customer is watching the staff's bearing before the service even begins. To fix the unconscious posture into a beautiful form is the foundation of all care.
2.2 The respect that dwells in the handling of goods
In serving high-value goods, the very handling of the article is a staging of its value. How it is held in both hands, the angle at which it is offered, the conduct of wrapping.
The butler's etiquette of handling things in white gloves we bring down into practice on the floor.
2.3 The etiquette of outside sales and visits
On a visit to a customer's home or at a dining occasion, an etiquette different from the floor is required. Conduct at the entrance, taking one's place in a tatami or reception room, the timing of taking one's leave.
We learn systematically the conduct trusted away from the floor.
The forms of the audienceIn Context
3. The sales floors where it is introduced
The audience for care training is the finest sales floors, where the quality of service is directly linked to sales. Here we introduce three common fields of introduction.
3.1 To the flagship store of a luxury brand
At a flagship, one of only a few in the world, the service itself is expected as an experience of tourist rank. Training that crafts the "product of service", at the same standard as the goods, is called for.
3.2 To the outside-sales division of a department store
Outside sales, handling patrons whose annual spend exceeds a hundred million, calls for a power of building trust of a different order from floor service. We provide comprehensive training including the etiquette of visits, dining and gifts.
3.3 To specialist stores of jewellery and fine watches
On a floor handling goods of several million yen apiece, the customer is watching, along with the article, "is this someone I can safely entrust it to". We train care that converts product knowledge into trust.
Services & Track RecordServices & Cases
The content of department-store / luxury training
- The conduct of VIP customer care: from the welcome in the outside-sales salon to the farewell. All the conduct that conveys "a sense of the special" to a patron.
- The conduct of fine care: standing posture, how to walk, how goods are offered. Turning unconscious movements beautiful.
- Global manners: handling affluent visitors to Japan. Manners and taboos by country, and the basics of customer service in English.
- The basics of outside-sales manners: conduct on a visit to a customer's home or at a dining occasion. A presence trusted away from the floor.
- Complaint and returns handling: the posture and technique that turn a rebuke into a chance. The power of care that grows a brand's fans.
A butler's training, for sales floors like these
The flagship store of a luxury brand
To the staff of a flagship, one of only a few in the world, an experiential value called "service" worth the same as the goods.
The outside-sales division of a department store
To outside-sales staff handling patrons whose annual spend exceeds a hundred million. The power of building trust away from the floor.
Specialist stores of jewellery and fine watches
The higher the price band of the goods, the more the customer looks at the "person". Care they can safely entrust their custom to.
Pricing & ProcessPricing & Process
Pricing
※ Travel is charged separately at cost. ※ A bulk-contract discount for several stores or brands is available.
The flow of the training
Observing the floor and diagnosing the current state
We observe the staff's movements on the actual floor and identify the points to improve.
Designing the curriculum
We design a customised training that raises care power without harming the brand's world.
Running the training
Practical training on the floor, leading straight to readiness for the front line.
Embedding and continuous improvement
With regular visits and follow-up, we support the embedding of the training and a continuous rise in level.
Before You Reach OutBefore You Ask
FAQ
Is training tailored to each brand's world possible?+
Feel Free to Get in Touch
Our All Japan Butler Association corporate desk will carefully propose the butler service best suited to your business.