In the first part, Mr. Nagata, who changed careers from a concierge to the Marketing Development Department, interviewed his colleagues about the gap they felt while working, as well as episodes with customers. In this second part, we delve deeper into the personal growth, mindset shifts, and evolving perspectives of our concierges. These honest reflections from those who bring our customers’ dreams to life may serve as meaningful encouragement for anyone considering a future as a concierge at ith.
Growing up with the mindset of a concierge
Mr. Nagata (Nagata): Do you feel any change in your personality or way of thinking before and after becoming a concierge?
Ms. Hatanaka (Hatanaka): I have definitely changed. Having originally attended a jewelry-making school, I was in an environment where it was important to have strong personal preferences and a clear sense of individuality—so I believe I placed a lot of value on my own opinions. Now that I am in a position to give shape to customers' likes, I have learned to listen to others' opinions and think things through before expressing my own. Even in customer service, I think I have to do my best to give shape to the customer's thoughts after listening to their opinions.
Mr. Sato (Sato) I share a similar perspective to Ms. Hatanaka. When I was in sales, I was always chasing tangible numbers, but now, as a concierge, I think about what the customer wants. Also, as a concierge, I now think about what I should do for the customer in reverse order. I think that is a big change.
Ms. Amemiya (Amemiya): I also feel changes in my private life. For example, when a friend is having trouble deciding on something while shopping, I can’t help but give advice. My friends are often surprised and say, “You’d think it through with me that much?” (laughs). I think this is a change that comes from being a concierge at heart.
Nagata: Then, do you have a mindset that is important to you as a concierge?
Hatanaka: First and foremost, a sincere dedication to the customer—but equally important is a strong sense of responsibility in creating their rings. There is definitely pressure in crafting something so meaningful for a couple, but I believe that pressure is something we should carry.
Amemiya: I agree. I try to keep in mind that the ring selection is an important moment for the customer, and I try to make the ring selection itself an enjoyable memory. I think it is important to find what is best for the customer and give it shape, rather than imposing my or the brand's values.
Sato: For me as well, a strong sense of responsibility is a given—but I also make a conscious effort to embrace change. Whether it's the evolving nature of the company or the unique personalities of each customer I meet, I genuinely enjoy those encounters. I believe that sense of joy naturally comes across to the customers too.
Nagata Each customer's process for finding a ring is different, so there are some difficulties, but there is a sense of enjoyment that only ith can bring. I think it is important to give professional advice to customers. That's because, soon after I joined the company, Ms. Takahashi, the founder of ith, pointed out to me, "Are you guiding the customer properly?". That comment made me realise that in order to give professional advice, it is essential not only to listen to the customer, but also to convey my own ideas properly.
Positively taking on new challenges
Nagata: As you’ve gained more experience, how do you feel you've grown personally or professionally?
Amemiya: Since I became a chief, I have moved from a position of being taught to a position of teaching, and the point at which I feel I have grown the most is that I am now able to convey my own experiences and the appeal of ith to junior members of the team. It's really difficult to put into words the things I've done based on intuition.
Sato: There are always areas for improvement when interacting with customers, but I approach each experience by thinking about how I can apply what I’ve learned next time. I believe this ongoing process leads to growth, and that sense of positivity is itself a sign of growth.
Nagata: You seem calmer than before, and your adaptability to change has improved.
Sato: I think you've gained a sense of presence since moving into your current position. I think it is amazing that you have the energy and passion to make the change happen on your own in order to achieve what you want to do.
Nagata: That’s probably the kind of change only peers who joined together can truly notice. Since you two—Ms. Hatanaka and Ms. Amemiya—also started at the same time, how do you see each other?
Hatanaka What reassures me about Ms. Amemiya is that, in a good way, she hasn’t changed. She’s still kind and always puts the customer first. If anything, her positive attitude and willingness to take on challenges have grown even stronger.
Amemiya: I have respected Ms. Hatanaka ever since I joined the company because she has something that I do not have. I know she has received many happy comments from customers, and I am glad to be able to work with her as a colleague.
Communicating possibilities through own work style
Nagata: Is there anything you would like to challenge at ith in the future?
Sato: In order to convey the quality of ith's craftsmanship to more customers, I am planning to actively engage in hands-on ring production training at the workshop this year.
Hatanaka: I want to become more knowledgeable about full orders and coloured stones. To achieve this, I would like to try my hand at making difficult rings. I would like to gain more experience as a concierge and someday be involved in product development and design verification.
Amemiya: Recently, I have been involved in job interviews, which I really enjoy. I want to convey the appeal of ith to not only customers but also job hunters and people who do not know ith, while respecting its origins.
Nagata: I wanted to contribute to the company by making use of my experience as a photographer, so I transferred to the Marketing Development Department. From my experience of changing careers within the company, I feel that there are many possibilities for ways of working at ith. That is why, through interviews like this one, I want to convey to the staff that their own careers and experiences will expand the possibilities of their future work styles.
A Supportive Work Environment That Welcomes New Talent
Hatanaka: Is there any difference between when you joined the company and now, Mr. Sato and Mr. Nagata?
Nagata: Within the team of concierges, we've recently seen the formation of specialised groups focused on education and social media. Departments such as the online store and overseas ateliers have also been added. It really feels like ith as a whole has undergone a significant transformation.
Sato: That is certainly true. Now, a guidebook (which describes ith's customer service style and ring knowledge) has been developed to guide the concierges, and the staff can check each other's work in a common language. As a result, I think that our work has become more efficient, and our concierges can now concentrate more on serving our customers.
Nagata: The guidebook itself is constantly being updated, so the organisation has a system in place to respond flexibly to changes. Now, finally, I would like to ask for those who are considering joining ith or are interested in joining us. What kind of person do you think is suited for ith? I think people who have no experience in the bridal industry, customer service, or sales, but who like to listen to others are suited for ith. Also, someone who can enjoy a change of environment.
Amemiya: Unlike typical customer service, ith fosters ongoing relationships with customers once a connection is made. I believe it's a perfect place for those who truly value and cherish those lasting connections.
Sato: I also had no prior experience in the bridal industry, but I was excited to learn the basics through training after joining ith. There's a lot of autonomy on the ground, and the environment allows you to bring your ideas to life. If you feel drawn to ith, I truly hope you take that feeling and turn it into something real.
From left to right:
Ms. Amemiya [Yokohama Motomachi Atelier]
Ms. Hatanaka[Kashiwa Atelier]
Mr. Sato [Ginza Atelier]
Mr. Nagata [Contents & Communication Group, Marketing Development Department]
Profiles
Ms. Amemiya
Ms. Amemiya joined the company after graduating in 2021. Entered a two-year bridal vocational school to become a wedding planner. However, due to the Covid, corporate hiring declined, so she broadened her horizons to bridal work in general. In the process, she became interested in rings that would remain as a form for the rest of his life, and she joined the company because he empathised with ith's way of being as a concierge and the thoughts. Currently, as the chief of the atelier, she is involved in customer service as well as recruiting new graduates.
Ms. Hatanaka
Ms. Hatanaka joined the company as a new graduate in 2021, and studied traditional craft techniques such as metal engraving and jewellery design at a four-year jewellery college. Impressed by ith's philosophy, she joined the company because she thought she could make use of the knowledge and skills she had acquired at school.
Mr. Sato
Joined the company in mid-career in 2018. After working in sales, he decided to change jobs in search of a more challenging and rewarding career. In 2023, he switched to a bridal agent company, but in 2024, he returned to ith after rediscovering the appeal of being a concierge, who gives shape to the customer's wishes in the form of a ring.
Mr. Nagata
Joined ith in 2018 as a mid-career hire. Previously worked at a bridal photography and videography company but sought a career with more direct interaction with end users, leading to a decision to switch industries. Discovered a job opening for the launch of the Nagoya Atelier and was drawn to ith’s unique approach of managing everything in-house—from craftsmanship to sales. Started as a concierge at the Nagoya Atelier, where is also his hometown. After gaining five years of experience, transitioned to the Marketing & Development Department, where he now work to share ith’s appeal through content creation.
