―What has been your approach to the buyer side?

Since our company was founded, we have been consistently dedicated to finding ways of making the customers (buyers) happy. That approach remains unchanged even today. We have fully devoted ourselves to increasing the level of customer satisfaction, and are focusing our efforts on making sure that the customer can feel value which is greater than the property price. We have remained true to this principle throughout our history. Rather than doing something out of the ordinary, it’s more important to pay close attention to any issue a customer has, no matter how trifling it may be. Following up on the issue carefully every day, and sparing no effort in resolving it, will give the customer a sense of reassurance about the property.

Providing this sense of reassurance is one way to add definite value to the real estate business. This process of providing each customer with the best service possible, and without exception, is a part of providing them with the ultimate value of reassurance. I made sure everyone maintained this stance without exception, and emphasized its importance.

―Why are you able to do that?

I believe it is because of the tremendous growth we have seen in our human resources—in the skills of the individual employees who provide our services

There are many difficulties involved in dealing with overseas customers. Different countries have different cultures and business practices, as well as different legal systems and tax systems. It is essential that we pay attention to the psychological misgivings of customers that come from owning real estate overseas in a land which they have never seen, and to close the communication gap. One of our company’s greatest strengths is its team of cross-border transaction professionals who fully understand these matters.

Our employees clearly understand the kind of support that is necessary when persons overseas invest large amounts of funds in a land where the customs, language, and laws are all different from their own. 40% of our employees are foreign nationals, and nearly all employees have experience living overseas through study abroad or work. These personal experiences result in a wholly different ability to more deeply read the customer’s thoughts. The ages of our employees span a wide range from 20s to 60s, and the team of human resources, each with their own areas of expertise, are without doubt a source of our company’s competitive strength.

― Can you provide some specifics about your company’s human resources?

In two words, our human resources are “diverse” and “flexible.” Our team of employees understands diversity and are capable of acting based on that understanding. Simply put, diversity means many kinds of “differences.” We need to recognize and flexibly accept these differences. Our employees share this sense of values, which to them feels completely natural. For this reason, they are able to conduct themselves in ways appropriate to the circumstances during business with overseas customers who possess a wide range of different values.

I put great personal value on the diversity and flexibility of our individual employees. Their level as consultants are extremely high, and each of them has demonstrated tremendous growth. As a result, it feels like the company has simply been growing organically. I even worry about whether I will be able to keep up with that growth (laughs).