Vol.104:ISOWA’s Heartfelt Proposals

2017/12    Vol.104

The ISOWA NEWS LETTER is a newsletter for the benefit
of special customers only.
Each month we bring you information about our company
and its products – information you won’t find on our home page
or in our catalogs.
We hope the ISOWA NEWS LETTER will help you feel closer to us.

1├ ISOWA’s Heartfelt Proposals
2├ ISOWA America Keeps Evolving from President Isowa’s Blog, ISOWA DIARY

Hello. I am Isami Takano of the Overseas Service Department.
It seems no time at all that it’s December at the end of the year already.
As I write this cover, I remember how honored I felt to be asked to write
the ISOWA NEWS LETTER cover in December last year.

At the start of the year, I resolved to make this a particularly meaningful year
but I am disappointed to say that somehow, I just reverted to my normal lifestyle.

I’ve started to realize that I don’t know if a year is a long time, or no time at all.
I wondered if this was a sign of advancing age but I’ve been busy searching for
another reason because I’m still so young…

Talking about being busy, a lot of things have happened this year.
So, a year is a long time, after all, and this one was full of incidents.
・Trump became president of the USA
・Catherine, Duchess of Cambridge, got pregnant with her third child
・North Korea has been intensifying the ICBM tests. They fired several
missiles over Japan.
・Princess Mako, the Japanese Emperor’s grand-daughter, got engaged
・IS () lost its territory
While a year is so long that you can’t remember when such events happen
during the year, for some reason one year ends on 31 December and the
next year starts on 1 January. But nothing really changes.
I’ll definitely bear this in mind when I set myself new targets next year.

What kind of year did you have?

And now, let’s turn to Vol. 104 of the ISOWA NEWS LETTER.
We hope you like this edition.

ISOWA’s Heartfelt Proposals

Hello, everyone. I am Nagisa Inui of the Osaka Domestic Sales Department.
This ISOWA NEWS LETTER introduces the thoughts of a service technician
who deliver “heartfelt proposals” to our customers.

We hold a monthly morning assembly at ISOWA every month where the
corporate policy and hot topics are shared with all employees. Of course,
it’s broadcast live over the Internet so that people in other can share the information at the same time.
One monthly morning assembly introduced an email exchange between
our company president, Mr. Isowa (hereinafter called “President”), and
service technician A.

It’s the story about how A rushed to the site to replace parts and restore
production very quickly after getting a panicked message from a customer
in the middle of the night that a machine had broken down and production
had stopped.
After our president sent a mail of appreciation to A, he received a surprising reply.

Their email communication is shown below.

— — — — — — — — — — — — — — — — — — — — — — — — —
– — — — — — — — — — — — —

Email from President to A

 Dear A
Many thanks for going out to visit a customer in the middle of the night.
Thanks for your hard work.
I apologize for the inconvenience to your family.
Please investigate the cause of the problem so we can achieve “ISOWA keeps
you going – always on the go” and reduce such situations in the future.

— — — — — — — — — — — — — — — — — — — — — — — — —
– — — — — — — — — — — — —

Reply from A to President

 Dear Mr. Isowa,
Good morning.
Thank you for your concerns but I finished the job without any injuries
and without any problems.
I handled this problem after the customer trusted me enough to contact me directly.
I was delighted that the customer asked me to handle the situation and I felt very
grateful, even though it was the middle of the night.
Through such incidents, customers give me my motivation to work.
I try to meet all expectations and make sound repairs.
I then make ” proposals” to avoid stoppages and prevent the same
problem from happening again.
*Sorry to sound so enthusiastic in the morning…

I have realized that making our customers happy in the end leads to making
my family happy. “YOH” (stands for Yorokonde Okane wo Harrate itadakeru,
a coined word used in ISOWA), which means having the customer feel pleased
to pay money, might sometime allow my lovely wife to “YOH” (stands for Yorokonde
Okozukai wo Huyasu), which means willingly raise my allowance due to a pay rise. 🙂

— — — — — — — — — — — — — — — — — — — — — — — — —
– — — — — — — — — — — — —

That’s how the mail communication went.
The president was impressed by two things he saw in the reply from A.

The first was the phrase “heartfelt proposal.”
He was impressed because no one could come up with the phrase
“heartfelt proposal” without great regard for the customer. Only someone
who worked every day with full awareness of ISOWA’s corporate philosophy of
“Creating a company with the best corporate culture in the world that makes us
and our families happy” could come up with a phrase like this.

The second thing that impressed the president was that making the customer
happy with these “heartfelt proposals” results in the customer paying money and
this money is linked to the happiness of his family. The image of his precious wife
raising his allowance also paints a picture.
These were the two things that moved our company president.

When I heard this story, it made me want to work harder to live this philosophy myself.
I asked A why he thinks like he does.

— — — — — — — — — — — — — — — — — — — — — — — — —
— — — — — — — — — — — — —

Even though there was a problem to face, I was delighted when the customer
trusted me enough to contact me and just headed off to the customer’s premises.
I always talk with the customer, as I don’t want my proposals to simply end up as
proposals. So I didn’t think hard about the term “heartfelt proposal,” that is, as
proposal to prevent stoppages; it just came out naturally.

Why does ISOWA make proposals to customers?

ISOWA aims to please its customers by allowing their machines to work as
planned, without stoppages.
Winning an order by informing the customer about this aim is the real thrill of
service work. Hearing from the customer that their productivity increased,
they can use the machine with confidence, or that they are glad they followed
ISOWA’s proposal makes me very happy and blessed in my work.

If the customer experiences no stoppages and can work according to their
production plan because they took ISOWA’s proposal on board, it leads to
also avoiding stoppages at the end user.
I was also delighted that our company president cares about my family.
I’ll continue to embody the philosophy of “ISOWA keeps you going – always
on the go!” and work for the happiness of my beloved family.

— — — — — — — — — — — — — — — — — — — — — — — — —
— — — — — — — — — — — — —

After hearing about A’s enthusiastic attitude, I asked his boss, T, a person
in charge of the about his thoughts.

— — — — — — — — — — — — — — — — — — — — — — — — —
— — — — — — — — — — — — —

A has linked proposals to prevent stoppages to “heartfelt proposals,” and
instead ofsimply making proposals, he makes proposals that lead to customer
satisfaction.I am pleased that A works every day thinking from the customer’s
point of view about how to achieve “ISOWA keeps you going – always on the go!”

If feel that other staff members, too, are increasingly thinking like A when they deal
with customers.

A “heartfelt proposal” raises the customer’s awareness about preventing stoppages.
If they don’t get it, stoppages won’t be prevented. I hope we will continue to make
“heartfelt proposals” that lead to customer satisfaction.

ISOWA will continue to make “heartfelt proposals” to prevent stoppages.

— — — — — — — — — — — — — — — — — — — — — — — — —
— — — — — — — — — — — — —

So, what do you think?
Making the customer happy, so that the customer pays money, and this makes
your own family happy is just like the ‘Sanpo-yoshi’ (‘good in three directions’)
principle of old Japanese merchant (from Omi province) culture. (‘Sanpo-yoshi’
means that commerce should not only benefit the buyer and the seller but also
society as a whole.)
ISOWA will continue to work according to the ISOWA behavioral guidelines to
look after all three parties: the seller (ISOWA), the buyer (customer), and society
as a whole (family).
With the catch cries of “Take the Initiative,” “Extend a hand,” and “Brighten the
atmosphere” in our hearts, we work through speed and dialog to increase the
“heartfelt proposals to the customer” according to the slogan “ISOWA keeps you going –
always on the go!”
We ISOWA people should work together to deepen our love of our families.
Thank you very much.

ISOWA America Keeps Evolving
From President Isowa’s Blog, ISOWA DIARY

Ron, the president of ISOWA America(IA), visited our headquarter in Japan for the annual shareholder meeting.

▼To read more about it, visit the below website
(President Isowa’s blog, ISOWA DIARY)

——————Copyright(C) 2009-2017 ISOWA Corporation—————–


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