Learning from Sold-Out Factory Tours: The Secret to Dramatically Changing Workplace Relationships
Recently, factory tours have become a bit of a trend in our household. With an increasing number of places offering premium, visitor-exclusive experiences, popular factory tours are so in demand that they sell out within minutes of reservations opening. It feels nostalgic, almost like watching the old scramble for concert tickets.
I feel that the reason companies are putting so much effort into this goes beyond simple PR; they are trying to provide the best possible customer experience. At the Kirin Beverage Shonan Plant, which I visited today, I was able to feel that "sincerity" firsthand.
While the process of how Kirin's "Gogo no Kocha" (Afternoon Tea) is made was interesting, what moved me even more was the story behind the tea. Hearing that they have obtained "Rainforest Alliance Certification" to protect the livelihoods of tea farmers in Sri Lanka made the value of the drink look completely different to me.
A system that considers the environment and looks toward improving the working and living conditions of producers. The fact that we drink "Afternoon Tea" is indirectly connected to improving the lives of producers in Sri Lanka. It wasn't "just tea." That single plastic bottle is connected to the global environment and someone's livelihood. The moment I learned that, "Afternoon Tea" became something a little special to me.
There are "unseen parts" within a team as well
On my way home after the factory tour, I suddenly thought:
"This feeling is very similar to human relationships in the workplace."
In our daily work, we tend to focus only on the results and actions right in front of us. For example, when a subordinate fails to move a task forward effectively, we might think, "Why can't they do it?" Conversely, we might feel a superior's words are harsh and harbor dissatisfaction, wondering, "Why do they have to say it like that?"
However, there is often an "unseen reason" for that.
They were under pressure
They were overwhelmed with another project
They were actually feeling unwell
If the other person says nothing, we cannot notice these things. And because we make judgments without noticing, misunderstandings and friction are born. If you could just stop for a moment—even for a little bit—and take the time to think, "What is the background to this?" that small amount of time can sometimes completely change your relationship with the other person.
How do you face the "unseen background"?
That is why I felt once again that "dialogue" is extremely important. It can be casual conversation or a 1-on-1 meeting. It is important to take the time to listen to the thoughts and circumstances behind the other person's words. Superiors and subordinates, seniors and juniors—the scenery each person sees is different. If you can take an interest in the "unseen parts," you might naturally find yourself empathizing instead of blaming. And these changes in relationships lead to work results.
Just as companies provide experiences that touch the hearts of customers by focusing on the unseen parts, I believe that for managers, how much you can look at the "unseen background" of each employee will determine the growth of the organization. The pressure they feel in their daily work and the values they hold dear—trying to understand these "unseen parts" should be the first step in building trust and unlocking the potential of your employees.
Just as "Afternoon Tea" became something special to me, knowing the "unseen background" of your employees will be the catalyst that transforms your organization into a deeper, stronger, and one-of-a-kind team. Why not take that first step starting today?