Continuing from the last entry on Ken Natori’s visit to my licensing class (CEO 035), here are more traits that distinguish Natori.
One is customer service. I emphasize this in all my entrepreneur classes and to my clients. Customer service is the most cost-effective, and probably least expensive way to differentiate your company from your competition. It is so important, and like marketing, often an afterthought to everything else a busy entrepreneur or business is focused on. But here’s the big secret: Customers remember customer-service! Often customer service tips the scales in favor of the company providing it. Whether it’s a sole proprietor or a Fortune 500 company.
Natori has multiple licensees but when a customer calls customer service, they do not know which product has been licensed – nor should they. This is due to keeping a unified brand within the fashion house. Customer service at Natori is trained to answer all questions about all products, irrelevant of the source (licensed or in-house). This makes for a seamless experience for the customer – how it should be.
Another distinguishing characteristic at Natori, is that Josie, the founder, came out of a Wall Street background, as does Ken. The result is that they understand first and foremost that fashion is a business. And they treat the company as a business. Ken emphasized this point when he spoke to my licensing class, in order to separate Natori from typical fashion houses which are often known for high drama. The culture at Natori, while still high fashion, is much more sedate and drama-free. Sounds like a nice place to work.
Which leads me to my closing point: Natori is currently looking for a junior person to work in their licensing department. Know anyone? Are you that person? If so, Ken wants to hear from you: [email protected]