“It’s The Least I Can Do” Mr. Nakamura’s Hospitality Spirit Working at 7-Eleven: Interview
Sakuya Okada, Karin Ishida
Many AGU students must have visited the 7-Eleven convenience store in Bldg. 1 on Aoyama Campus. It sells a large variety of products from food to commodity, and is always crowded especially during the lunch time. Out of the brilliant staff members at the checkout counters, Mr. Nakamura in the picture is admired by many students for his tender hospitality. According to a quick survey conducted by EIZY on Instagram, 45 (77%) of the respondents said they at least recognise his face, and 18 (31%) said they even like and support him. Mr. Nakamura generously accepted EIZY’s request for an interview. On the day of the interview, two EIZY reporters visited the store and asked myriad questions, to which Mr. Nakamura responded with magnetic answers. The interview began with questions regarding Mr. Nakamura’s working habits.
Mr. Nakamura at 7-Eleven 101
—How often do you work at 7-Eleven and what is your routined schedule?
I work four days a week, mostly on Mondays, Wednesdays, Fridays and Saturdays. When there is my shift, I usually wake up at 4 in the morning, leave home around 7 AM, punch my time card at 8 AM, and clock out in the afternoon. After that, I would hang out with my drinking buddies or just go home and sleep around 9 PM. I am such a beer drunkard, but my health report is all green somehow.
—How long have you continued that lifestyle for?
About 11 years since I started working for Aoyama Gakuin Kobaikai. However, my job was not a cashier at 7-Eleven primarily, since I was hired for delivery at the book shop. The job as a delivery staff was tough, because I had to carry a myriad of heavy books from the store to such external customers as school bodies.
—What part of your current job do you find tough?
It is undoubtedly stocking duty, especially heavy stuff like a box of water bottles. Stocking duty is not my favourite for another reason, which is the fact that most products on the shelves are not something I personally consume. It is hard for me to memorise where to put what, particularly snacks and sweets.
—Could you tell us a little bit about your career before working for Kobaikai?
I used to be a salesperson of electronic components, especially for semiconductors. It was not a rare thing to sell a large amount of products (5000 to 10000 mostly) in a single transaction, which I find very different from what I do right now (selling products in a small unit). The job taught me a lot of things, but I was restructured out of my job due to the 2008 Financial Crisis. After that, I was left jobless for five years until I found my current job.
The interview moved on to its core part, which is about the hospitality spirits of Mr. Nakamura.
“Irasshaimase” Not Just A Phrase –Mr. Nakamura’s Philosophy–
—Through the 11 years of working for Kobaikai, you have become an icon of Aoyama Campus. Do you have any principles while working?
My principle is to give customers a “breath of fresh air” through my service. I always care about how to make customers feel satisfied, even with the limited number of chances of communication.
Being faithful to customers is also my policy. Everytime you enter a shop, its keeper would say “Irasshaimase” to you, but it doesn’t always sound like they really appreciate your visit. I want to truly welcome customers, from the beginning phrase of interaction with them.
When I was to start my current job, I did a little self research on retail business. I went to book shops and supermarkets to watch and observe the moves of the staff, reflect on my experiences in the previous job and brainstormed what I could do for customers.
—What further developments did you see in your mindset after you started working at 7-Eleven?
7-Eleven has its bullet-listed mottoes called “Promises (Chikai-no-Kotoba)”. One of the mottoes goes “Best satisfaction for dear customers”, which made me think of how to achieve that. Plus, I realised how homogeneous the business essence of convenience stores is. 7-Eleven stores here and there sell products with the same quality for the same price, meaning it is difficult to make a difference that attracts customers as a single employee. The only realm left for me was hospitality, and I thought good hospitality could make people feel “this store is outstanding”.
—How do you retain your motivation, despite some customers not paying attention nor showing respect for your service?
I was not born to be an overthinking person, and I just go home and sleep when I do feel negative. There are so many types of people today, but some of them are so miserable that I feel rather pitiful than angry. Such people won’t listen to my words, so I just think in my mind “I cannot help it”; it is important to just let it go sometimes.
—Do you think that you have a relatively large room in your heart?
I actually do not think so. I have never thought what I do deserves today’s interview. I am a lazy person, too. The fact that I am in my shift may be huge, if I am forced to explain.
Mr. Nakamura and AGU Students
—Having worked on Aoyama Campus for 11 years, what is your impression of AGU students?
“They must have grown up in good families” is what I frequently think of them. At the checkouts, many students say “thank you” to me. Even if there is not a word, many still smile at me when leaving. Such kind deeds make me feel happy.
—Do you have any messages for AGU students to wrap up this interview?
It may sound like an advertisement, but Kobaikai is on your side. It is an organisation for you students, so please do not hesitate to visit us. Although I am not an alumni of this university, I am obsessed with the TV cheering for AGU's Ekiden team every new year. I wish them good luck this year. Thank you for today’s opportunity. (End of the interview)
Mr. Nakamura’s stories were so attractive that we extended the time for the interview. Although he mentioned his style was established after he started his job at 7-Eleven, his previous job as a salesperson must have had such a huge influence on his thorough mindset for business. Exploring his life has let us know the source of his awesome hospitality spirit. No matter what job it is, such an attitude as Mr. Nakamura deserves to come into the spotlight.
