The Mitsui Fudosan Group constantly strives to boost “quality” by being customer-oriented in view of satisfying each and every customer through comfortable use of our products and services.
Concierge serving customers
At Tokyo Midtown (Minato-ku, Tokyo), Tokyo Midtown Concierge Service was launched in March 2009 in pursuit of further customer satisfaction (CS). Customer service professionals with extensive experience in an array of service fields respond to the individual requests of customers who have diverse needs by providing personal service ranging from a guide to stores and products to ways of enjoying the city. Since the start of the service, some 20,000 customers have sought this service by September 2010.
Retail tenant staff who was awarded the grand prize (left)
LaLaport Management Co., Ltd. works together with the tenants' staff of retail properties day in and day out in view of enhancing “customer service skills” to satisfy customers. Since fiscal 2009, LaLaport Management has been holding the “Customer Service Role-Playing Contest: LaLaport Contest.” Such efforts have borne fruit with a retail tenant staff being awarded with the top grand prize at the 15th SC Customer Service National Role-Playing Contest organized by the Japan Council of Shopping Centers in January 2010. It is a great pleasure to have been evaluated highly in all seven categories, which include expression/behavior and product information, conversation skills and proposal skills, and accordingly named “Japan's No. 1 SC Customer Service” from among the 762 contestants from seven chapters and eight districts of Japan. Continued efforts will be made to utilize skill development training and other opportunities to provide even better service at the front line of greeting customers.
At Park Court Kagurazaka (Shinjuku-ku, Tokyo), a for-sale condominium that was placed on the market in November 2009, a service is offered to tenants to support their health management from the two aspects of “preventive medicine” and “personal physician” in partnership with Tokyo Women's Medical University in an aim to enhance CS by responding to the increase in health consciousness among customers.
Employing the Total Health Care (THC) System of the university's Aoyama Hospital, complete medical checkup, physician's health advice, telephone medical consultation and other services are available to tenants. In addition, a telephone line exclusively for the condominium has been installed within the university hospital. When a tenant falls ill, there is a structure in place to take appointments, medical examinations, etc. and to be examined by an experienced physician as one's “personal physician.”
Scenes of Family Day
At the office building Shiodome City Center (Minato-ku, Tokyo), Shiodome City Center Family Day 2009 was held on November 15, 2009 for tenant companies' office workers and their families. Held for the fifth time, the fiscal 2009 event saw the participation of 362 people of 111 families and many smiling faces of children as a wide variety of programs were implemented in collaboration with tenant companies.
November 15 (the third Sunday of November) was Family Day as designated by the Japanese government as part of a “national campaign to restore family and community bonds.” By providing an opportunity for office workers to spend their day off with their families and for children to see the building where their parent(s) works, this initiative served to also enhance the satisfaction of office workers.
In the office buildings business, the Mitsui Fudosan Group has been working to create offices that workers find easy to use and where workers can work with rich spirit under the brand concept of “Workers First.” In fiscal 2009 as well, we continued to issue the “Workers First” information magazine, hold CS training for operational management staff, conduct tenant CS questionnaire surveys and implement other activities as we have to date, as well as holding concerts in the lobby of buildings and commemorative events, putting up seasonal decorations and much more.
Philosophy of “Workers First”
Thinking about how safe and comfortable office workers feel is our first priority. That is where Mitsui Fudosan's office buildings business begins. It is an office where workers can work with comfort and rich spirit at all times that is the very factor that enables the full potential of each individual to bloom. Bringing out the best in each and every employee leads directly to the success of tenant companies. That is our conviction. And that is the philosophy of “Workers First.”
Declaration of “Workers First”
We will campaign to consider “Workers First” in all work scenes on a daily basis. And our philosophy does not stop within, but also extends to proactively informing our customers - office workers. We hereby declare “Workers First.”
