In the first part of this series, we spoke with three concierges who transitioned from different industries, discussing their passion for the work. In this second part, we delve deeper into their daily duties and the new challenges they face, not only in shaping the happiness of their customers but also in driving their personal growth, which in turn powers the brand's further evolution.
Gaining Knowledge to Bring Customers’ Wishes to Life
– All of you transitioned from different industries, but what have you done to deepen your knowledge of ring-making?
Itabashi: I'm actually pretty clumsy (laughs), so during my training period, I would record videos of the artisans at work and study their techniques by watching them. Also, asking questions to senior colleagues helps a lot. We, the concierges, learn so much by sharing information with each other.
Shogata: Maedou-san, you still regularly go to the workshop, right?
Maedou: Yes, I’ve been interested in the process of making rings since before I joined the company, so I still visit the workshop and work hands-on to gain knowledge. But honestly, the quality of the rings I make is nowhere near what’s required for a finished product (laughs). The more I make, the more I realize just how skilled the professional artisans are.
Shogata: Since I work in Nagoya, I can’t visit the Kichijoji workshop often. Instead, I check out brands and artisans on social media or even catch myself looking at people's rings while on the train (laughs). Being involved in this work has made me fall in love with rings even more.
– Have there been any challenges you've faced?
Itabashi: I still find it difficult to accurately communicate detailed customer requests to the artisans. We, as concierges, have a shared understanding with the customers, but we need to convey that to the artisans and production staff, who haven’t been involved in the consultations, in a way that leaves no room for doubt.
Shogata: Yes, every customer’s request is different. As concierges, we understand the subtle nuances of what the customer wants, but it’s incredibly challenging to clearly communicate that to the artisans.
Maedou: Since it directly affects the quality of the finished ring, we must be extra careful. It’s also hard to explain why certain customer requests are physically impossible to achieve, and doing so in a way they can understand can be tough. Vague explanations won’t convince the customer, and we have to offer alternative solutions as well. Without knowledge of ring-making, we wouldn’t be able to do that. It’s really challenging, but knowing the craft is a key part of what makes ith special.
The Responsibility and Motivation of Being a Concierge
– Despite the great responsibility involved, what keeps you motivated to continue being an concierge?
Itabashi: It's true that we’re taking on a heavy responsibility by being involved in such an important part of a customer’s life, but I still want to be there for them. When a design is finally chosen from so many options, or when a customer says they’re excited to see the finished piece, it makes me really happy and reassures me that we’re moving toward a great outcome.
Shogata: Each ring carries different emotions and stories, so being part of those moments is incredibly fun. It’s also exciting to see my knowledge accumulate over time and be put to use.
Maedou: I think it’s wonderful that customers not only have a memorable experience selecting their rings but also get to wear something so meaningful for the rest of their lives. It’s truly rewarding to be part of that.
Itabashi: There aren’t many jobs where you can feel this kind of joy.
– Currently, each of you is a manager at your respective ateliers. Has taking on a leadership role changed your approach to work?
Itabashi: Now, I review the preliminary consultations with customers to consider which concierge would be the best match. Some concierges are more calm and collected, while others are more energetic. It’s become a fun new aspect of management, connecting concierges with customers.
Shogata: I want both the customers and concierges to enjoy their time together. When things click and I hear happy voices from the consultation booths, it feels really good.
Maedou: My current motivation comes from supporting younger concieges when they face difficulties. The communication with the customer is in the hands of the concierge in charge, so when they come to me for advice, I try to give objective feedback as a third party. I’ve become more focused on that aspect now.
Shogata: I used to summarise what everyone was saying from a more neutral standpoint, but now I try to express my own thoughts more clearly. That way, I can receive new responses, and it leads to something new.
Constantly Exploring New Ways to Grow ith and Themselves
– ith now has ateliers overseas, and you’ve also opened a new location in Kobe Sannomiya on the 10th anniversary. How do you feel about potentially relocating?
Itabashi: I wouldn’t mind, actually. I think it’d be exciting.
Shogata: I’d love to go abroad (laughs).
Itabashi: I’m interested in Fukuoka. The Fukuoka Tenjin Atelier serves customers from the Kyushu area, so there are high expectations, but I think it would be incredibly rewarding.
Maedou: If I had to choose, I’d be most interested in Kichijoji, where everything from consultations to production happens in one building. I’m also fascinated by colored stones, so I’m keen to explore production management. I’d also like to be involved in work that broadens ith’s reach. Personally, I want to be someone who connects the various departments within ith, and I’m constantly exploring how I can do that.
Shogata: I’ve been thinking a lot about how to address the gap that arises from the physical distance between the headquarter and workshop.
Itabashi: Hearing both of you talk today made me realize how passionate Shogata-san is and how cool Maedou-san seems, but in reality, you’re both incredibly driven. I’m glad we had this chance to chat (laughs).
Photo (from left to right):
Ms. Shogata (Manager and Chief of Nagoya Sakae Atelier)
Ms. Maedo (Sub Manager and Chief of Ginza Atelier)
Mr. Itabashi (Sub Manager and Chief of Shinjuku Atelier)
Profiles
Mr. Itabashi
Sub Manager and Chief of Shinjuku Atelier. After having his wedding rings made at ith, Itabashi was deeply moved by the supportive attitude of the concierge who worked with him, leading him to join ith as a concierge in 2019. Having gained experience at the Kashiwa Atelier, he now works at the Shinjuku Atelier, handling customer service, atelier management, and training junior staff.
Ms. Shogata
Manager and Chief of Nagoya Sakae Atelier. Three months after making her wedding rings at ith, Shogata joined the team as a concierge in 2020. Despite having no prior experience in the industry, her bright and energetic personality has helped her support many customers. She now also assists with atelier operations and trains junior staff.
Ms. Maedo
Sub Manager and Chief of Ginza Atelier. After working as an actor in theatre, Maedo joined ith in 2020, seeking a career change in the jewellery industry, which had always interested her. In addition to assisting many clients with their rings at the Ginza Atelier, she also attends workshops in Kichijoji to learn the skills and techniques of ring-making.
