There's context for this quote that's missing (and hasn't been translated yet, and my Japanese is definitely not good enough to try to translate it), which is basically, he's talking about stuff like barbershops and server transfers and other meta-gamey services that they might offer.

They have now /definitively/ stated that people who are currently playing will be able to re-customise their characters completely when 2.0 comes out, on account of the new races being added in and the new graphics engine - he just doesn't want race changes to be an available option -after- that fact, in the same way that hairstyle changes will be an available option whenever we feel like it.