---
title: "Customer Service That Looks Beyond the Sale"
url: "https://blog.101ta28.com/en/posts/kind-service-at-isetan-shinjuku/"
language: "en"
description: "A visit to the FFXIV and DIESEL pop-up at Isetan Shinjuku, where a casual chat about coming from Ishikawa led to advice about repairs back home—and thoughts about my own work."
---

# Customer Service That Looks Beyond the Sale

> A visit to the FFXIV and DIESEL pop-up at Isetan Shinjuku, where a casual chat about coming from Ishikawa led to advice about repairs back home—and thoughts about my own work.

The customer service I received at a pop-up store in Isetan Shinjuku made me so happy that I wanted to write about it.



## A trip to see the items in person

I saw on social media that [collaboration items](https://www.diesel.co.jp/ja/finalfantasyxiv) featuring FINAL FANTASY XIV (FFXIV) would be going on sale.  

As it happened, I had a business trip to the Tokyo area for Tokyo Game Show.  
After finishing work and getting to my hotel, I took a train for about an hour to Isetan Shinjuku.

At the store, a staff member carefully walked me through the collaboration's clothing and accessories.  
They also showed me some items that might not be sold at the other pop-up stores, along with artwork from the collaboration.  
There was a set of four pieces priced at ¥800,000, and other works around ¥50,000. They were impressive, but I'm not rich, so I stuck to looking.  
Someone out there must be buying them...

For the accessories, the staff member stayed with me and explained everything from sizing and care to the warranty.

## Talking about repairs back home

During our conversation, I mentioned that I was stopping by while on a business trip, and they asked where I had come from.  
When I said Ishikawa, they told me there was also a DIESEL store at Kanazawa Forus.

That led to a conversation about what to do if I needed a repair.  
Apparently, arranging repairs through a different department store from the one where you bought an item can sometimes be difficult.  
Forus would probably be fine, they said.  
They even took into account how far it would be for me to come all the way from Ishikawa to Isetan Shinjuku.

They also explained that they couldn't say for certain, right then, whether the DIESEL store at Kanazawa Forus could accept the item for repair.  
Then they gave me their business card.  
If anything came up, I could use the card to get in touch, explain that I had bought the item at the Isetan pop-up, and they would help coordinate with the store.

I was so happy that they had thought that far ahead for me.

I had come from Ishikawa and stopped by during a business trip.  
From that casual conversation, they picked up on a problem I might face after returning home, suggested a local store I could consult, and explained how to get in touch if I ran into trouble.  

## Working with people

Along with gratitude for the careful explanation, I felt a real admiration for what working with people can mean.  
Listening to someone's circumstances and thinking ahead to where they might need help.  
Being on the receiving end made me realize just how happy that can make someone.

I work as a university staff member, so I have opportunities to interact with high school students, parents, people visiting the university for various reasons, and others I meet through work.

I want to do work that leaves people glad we talked and willing to come back with another question—work that leads to another conversation.