news
2026.10.01
Basic Policy on Customer Harassment
By seamlessly connecting Japan and the world and providing comprehensive know-how covering everything from business launch to management, we have helped bring to life the vision of “the kind of restaurant I want to create.” We believe that the true value the restaurant business should deliver is a sense of “deliciousness” experienced not only through taste, but also through the passage of time, conversation, and the experience of the space itself.
Places where such “deliciousness” can be found are built on a relationship of mutual respect between our employees and everyone we serve, including our tenants, property owners, business partners, and restaurant guests.
However, conduct by a small number of individuals that goes beyond what is socially acceptable harms the dignity of our employees and undermines a workplace where they can work with peace of mind. Believing that protecting an environment in which our employees can work in good physical and mental health also leads to the stable provision of services to everyone, we have established this policy. We kindly ask for your understanding and cooperation.
1. Our Basic Approach
We sincerely address your opinions and requests and strive to improve our services. At the same time, we will respond firmly and as an organization, rather than leaving it to individual employees, to any conduct that constitutes customer harassment.
2. Definition of Customer Harassment
Customer harassment refers to complaints or conduct by customers and others (including employees of business partners) in which the content of the demand lacks reasonable grounds, or in which the means or manner used to realize the demand is inappropriate in light of generally accepted social norms, and which thereby harms the work environment of our employees.
Legitimate opinions and requests do not constitute customer harassment. Likewise, requests by persons with disabilities not to be subjected to unfair discriminatory treatment, or communicating the need for the removal of social barriers, do not constitute customer harassment.
3. Examples of Applicable Conduct
The following are examples only and are not exhaustive.
(1) Demands whose content lacks reasonable grounds
• Demands made where no defect or fault is found in our products or services
• Demands unrelated to our products or services
• Demands to exchange products that have no defect or fault
• Demands for unreasonable monetary compensation
• Demands for disciplinary action against our employees or related parties
• Demands for unreasonable special treatment or special handling
(2) Demands made by means or in a manner inappropriate in light of generally accepted social norms
• Physical attacks (assault, injury)
• Psychological attacks (threats, slander, defamation, insults, verbal abuse)
• Intimidating words or behavior
• Demands for excessive apologies (such as forcing someone to kneel down)
• Coercing a response or prolonged detention (refusing to leave, sitting in, confinement)
• Continuous or persistent conduct
• Stalking
• Slander, public exposure, damage to reputation, or posting of personal information via social media or other means
4. Our Response to Customer Harassment
If we determine that conduct constitutes customer harassment, we may discontinue our response and decline to provide further products or services or to continue business dealings. In cases we deem malicious, we will take strict action, including legal measures, in cooperation with the police, attorneys, and other external organizations.
5. Our Initiatives
(1) Informing and educating employees about this policy and raising their awareness
(2) Establishing a consultation and reporting system for employees
(3) Fact-finding and prevention of recurrence when incidents occur
In addition, we will ensure that our employees, regardless of their position, treat partner companies, business partners, contractors, and their employees with respect, and never engage in similar harassment toward them.
