…and other interesting anecdotes.
I lived in Tokyo for almost eight years, from 1991 – 1998. It’s actually where I got my start in marketing, first in magazines (Japan International Journal) then interactive marketing for Cove-Ito Advertising. In the last 12 years since returning to Canada I’ve been back a couple of times.
I’m in Tokyo now and about to return to Victoria after spending two-weeks here – my first time back in six years. It’s wonderful to view Japan again through the eyes of a tourist.
It is a fascinating place – these are just a few of the things that fascinate me about it:
- the food… it is awesome in so many ways; sushi, soba, oyaku don…
- how polite everyone is
- the level of customer service is second to none in the world
- the trains all run on time. And if they’re ever late (which happened due to a typhoon while I was here) they apologize profusely
- the taxi’s are clean and the back door opens automatically
- efficiency
- the formality and ritual of even the smallest tasks. Make sure you know how to receive and present business cards if you plan on doing business here.
- all the shrines and temples – they are beautiful
- the vast majority of people are thin. No problems with obesity here.
- how well everyone gets along (harmony ~ wa)
- the cool little cars they don’t export
- 99% of the people back into parking spots
- the whacky TV ads
- how much English gets used in signs here. Most of it is quite hilarious
- how small everything is
- the industrial design of household appliances. The washer is also a dryer (how did they do that?)
- How narrow the roads are, yet cars & trucks seem to navigate them just fine with little road rage. None that I saw anyway.
- This is a late addition: how lame Narita Airport is (Terminal 2 anyway). For such an international city with millions of travelers you’d expect a much nicer airport
They look pretty good but I didn’t try them.
A Few Words About Customer Service
If you want to see how customer service is done right, go to just about any business in Japan. They do it right here from start to finish. They greet you on your way in, attend to your every need, thank you profusely and then send you on your way with a smile. And they won’t accept tips – it’s not part of the culture.
A personal anecdote from my recent trip here. We got on our JAL flight in Vancouver. We had packed a few sandwiches so we could eat at our convenience. We were actually hungry when we got on the place so started eating before the flight even took off. One of the JAL flight attendants immediately came over with hot towels (Oshibori) and asked if we needed anything to drink. That never happened on Air Canada, United or AA.
The rest of the flight was equally pleasant. When you press the little "call" button on the arm of the chair the attendant is at your side before your thumb is off the button. And they don’t charge for headphones. I wish JAL flew from YYJ to YYZ.
Do you have any outstanding customer service stories (good or bad)? Leave a comment below. I’ve got a little something I brought back from Japan as a gift for the best story – as judged by me 🙂
Want to know/talk more about customer service? Visit Russ Lolacher’s blog The Upsell – Russ rocks customer service.
6 thoughts on “What Amazes Me About Japan…”
Great observation Chris, too bad we can’t tip on any of the points mentioned, in their culture it comes naturally and here they are always trying. Culture mixes isn’t always positive, some of them made a real mess of it not even knowing how to cook anything.
I really enjoyed reading, very encouraging to know that it still exists.
Thanks
Chris – this is a nice post. You give a flavor of life in Japan, and how all those little things add up to good customer service. Not sure I have an ultra customer service experience. I did have a pushy telecom telemarketer (from overseas) call me a few weeks back, and who, after I declined his product in-the-moment and said call me back in 2 months, said, “but sir, we could all be dead by then!”. I thought that was at least a novel approach to customer service.
It’s been 12 years since I left Japan-since then, I can buy almost anything online, but what you miss most is of course something you cannot buy. Great customer service is definitely one of them.
Oh, and I don’t understand why we don’t have that washer/dryer here? My mom has that….I want one too!
Thanks for the shout out Chris. Consumer relations is a bit of a passion of mind and I love to hear the good (and the bad) stories. Your experience with JAL’s service is a great one. I wish more airlines understood the impression they could have with their captive audience.
Good post Chris! Have never been but after ready this am looking forward to it (now on the bucket list).
One of my many culture shock experiences while visiting Japan happened while I was out for a walk alone and became disoriented (lost). I called my bilingual son on a payphone (numbers look the same) to ask him how to get home. When he asked where I was. I had no idea and since all the buildings look the same, (you could walk into a bank thinking you were going into a groceteria) so he asked me if there was anyone around. A very pregnant lady was walking by so I stopped her and asked if she would talk to my son on the phone which she did after much confusion. Her English was non existant and my Japanese was hand drawn pictures. They finally figured out my location to which my son asked "However did you get that far from home?" This sweet little Japanese lady not only took me to the train, she paid for me to get on and traveled with me to my stop, got off the train and walked with me to the station and down a very long flight of stairs. I was able to convince her that I knew my way from there and gave her a Canadian flag lapel pin (which was always a great thank you). You’d think I’d given her the world, she was so appreciative. Finally reaching home (son’s apartment), I called him to relate my experience and he said jokingly, knowing the second to none Japanese hospitality, "I’m surprised she didn’t make you lunch". If you’re ever visiting Japan, try to get lost, it’s an experience you’ll never forget.