More Reflections on Japan and its customer service.

Bowing custom – Singapore dept store:

We were in Singapore some years back and entered the Japanese store Takashimaya. We enjoyed looking at various areas of the store, and the service was very welcoming. However, we didn’t expect that there would be any “farewells” as well! It was closing time, and we were not rushed out the door, but as we left, we noticed each department’s counter had staff standing in front and bowing. It was their thanks for our business and for spending time in their store. I don’t get anywhere near that in most stores I enter!

Tipping:

Japan has a no-tip culture. If it did and a waiter received yen 1,000, he might imagine – you think my service is only worth 1,000? It could be an insult or distress. As Risa says, the Japanese don’t give exceptional service for tips. Your appreciation of the service and return to the business is thanks enough.

7-Elevens:

I spoke to Risa Nakahara about the 7-Elevens stores in Japan, which we use often. Japan has more 7-Eleven locations than anywhere else in the world. Of the 71,000 stores around the globe, 21,215 stores (nearly 30% of global stores) are in Japan, with 2,800 stores in Tokyo alone. The thing about Japanese 7-Elevens is that there’s an unlimited selection of items. It’s priced well, efficient, clean and the staff are friendly. 7/11 in Japan takes convenience stores to a whole new standard. It has raised the bar for all the convenience stores in the world. It is indeed convenient. You can find almost everything there, from fresh food, ice creams, coffee, beer, ATMs, miscellaneous home items, sporting tickets, and printing and copy machines. We have purchased some delicious meals there. The helpfulness, teamwork, and variety in a bustling environment please us.

Hitosuji no yawa orubeshi tosuji no yawa origatashi 

“One arrow can easily be broken, but a bundle of ten cannot.”

ANA:

When we left Sydney to fly to Japan, we were greeted at check-in by all attendants lined in front of their counters to welcome us with a bow. They then opened the counters and began the check-in. When we fly out of Haneda Airport for Sydney, I’m told we’ll experience one more act of Japanese courteousness. After servicing our plane, the ground crew members, aerobridge, towing, etc., will bow and wave their hats toward departing passengers on board. This will be one of our lasting impressions of Japan as we fly home. I’m told JAL do the same.

“Polite, respectful language is an expected part of good customer service.”

Written by: Richard Coles

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