There are many kinds of customers. Those that enter a store knowing exactly what they want and those that have no clue. Let’ take Pareto’s Law or the 80/20 principal for the sake of argument.
Let’s say 20% of customers entering the store know exactly what they want or are returning customers. The other 80% are potential buyers. This group of customers may just be browsing or are just curious. Either way, they entered the store, that means that something caught their attention.
Anticipating what these customers need, may go beyond even them. For example, if the customer was lingering and looking at a shirt for a while. Approaching the customer to offer them to try it on may prompt a “why not” reaction. Leading to greater possibility of the customer buying the item and the customer being. More importantly, the customer may see this as a service offered to the customer. And not a mere sales technique. Which leads to customer satisfaction. Regardless of whether they make the purchase or not. This can be viewed in many store of high-end brands.
The philosophy is ambitious as it is charming. At the end of the day, the hospitality is all about the customer regardless. And that is Omotenashi.