経営コンサル日誌

NISHIコンサル日誌のバックナンバーブログです。

日記

挨拶、掃除、電話…は、ただの精神論か?

投稿日:

こんにちは。NISHIです。

昨日は書評にて
ビジネスホテルの例を出し、

・挨拶
・掃除
・電話

この3つを徹底することが
繁盛のポイントで、
実はこれは精神論ではなく、
経営的に合理的な判断である、
ということをお伝えしました。

その中で合理的な理由として、

==
ビジネスホテルビジネスの
「ライフサイクル」による
ところが大きい
==

という話が少し出ましたので、
今日はその話を。


著書にも書かれていますが、

==
かつて

「ビジネスホテルは、
誰が経営してもつぶれない」

と言われ、
さほど経営努力をしなくても
安定的に成長することができた。

==

というくだりがあります。

今となっては信じられませんが、
まぁそんなものなんです。

ビジネスには大きく分けて
2種類ありまして、

「難易度の低いモノ」と
「難易度の高いモノ」に

大別できます。
(相当雑な切り方ですが便宜上…)

前者のビジネスは
まさに「成長期美ビジネス」。
市場が成長していますから、
当然、需給バランスの関係は
「需要>供給」になる。

故に、
「誰がやっても儲かるビジネス」
に分類されていたわけです。
かつては。

それに対し、後者のビジネスは、
導入期なら導入期の難しさ、
成熟期なら成熟期の難しさがあり、
それぞれ難しさの種類は違うものの、
成長期に比べると難易度は高いかと。

ちなみに、
導入期の場合は市場が未成熟なので、
その商品やサービス、業態を知っている
人がまだまだ少ない段階です。
なので、認知アップに対するコストが
かなりかかってしまうのがネック。

もっとも、
最近では告知コストなんて
工夫すればゼロに近づけられますし、
投資の不要なビジネスも多いですから、
導入期の位置づけはずいぶん変わって
きてはいますが。

で、肝心なのは成熟期。
市場が成熟してくると顧客も
「舌が肥えてくる」といいますか、
モノやサービスの良し悪しがわかり、
好み自体も細分化してくるわけです。

なので、

「顧客サービスを
 きめ細やかに徹底しましょう」

という方針になりやすい。

繰り返しますが、
成熟期ビジネスではより、
顧客の「好き嫌い」が
購買活動に反映されやすい。

だったら、好かれた方がいいわけ。

感じが悪いよりも感じがいい方が、
汚いよりもきれいな方が、
付き合いの相手よりも好きな相手の方が、
そりゃいいですよね。

だから、

・挨拶
・掃除
・電話

この3つの徹底は理にかなっている。
しかも、
この3つを徹底し継続できる会社って
相当少ないと思ってよいです。

つまり、
ライフサイクルにも適しており、
徹底できれば敵は少なく、かつ、
継続できれば敵はいなくなる、
と言う構造になる。

だから、1人勝ちしやすいわけです。

挨拶、掃除、電話は精神論ではない。
それはご理解いただけたと思いますし、
いかにライフサイクルに対応した
手を打つことが大事かの良い例かと。

では。

NISHI

-日記

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