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Customer service reflections with Richard Coles and in conversation with Risa Nakahara of The Amistad Hotel, Fukuoka. (https://www.amistad-hotel-fukuoka.com/)

Customer service in Japan – Omotinashi says it’s beyond hospitality and comes from culture, environment, and upbringing. Beyond attitude with cultural tones that give a customer something unique and memorable.

I asked for help at Haneda Airport, but an employee couldn’t help. About 20 minutes later someone approached us, the same lady, with the information we needed on her phone. She was interested enough to find us and help. Another example of omotinashi.

Risa Nakahara of Amistad told me a story the other day. She visited a cafe and noted that customer service can be at all touch points for an effective strategy. It starts at the entrance and is welcome. An atmosphere of calm and comfort is presented. You are asked to wear slippers, there’s no loud music. You are brought a coffee with a note about the coffee you had, and a free cookie. At end of the experience, you are brought a bill on firm paper and “thank you for coming today and experience the coffee we produced for you. Please present this paper to reception.” Of course, the paper is the bill but not presented as such.

Courtesy before passengers in these impatient and off-handed times is greatly appreciated. Makes your trip easier, calms and reassures you. Risa and I talked about the situations that concern travellers and how Japan reduces these worries considerably. Therefore, people want to come here. Safety, honesty in dealings, courtesy, customer service, value for money, helpfulness, cleanliness, quality of services, air quality, variety of things to do and see, a vast array of food options, etc.

As Risa and I discussed, safety is at a remarkably high level. You can walk down any street at any time and feel safe. School children of five years travel alone to school on the subway. We’ve seen it. A recent survey ranked Japan the second-safest country in Asia in the Global Peace Index, and with Tokyo ranked the fifth safest city in the Economist index, Japan has a reputation for being a secure country to live in and visit.

I had a meeting with Risa during my visit and we arranged to meet in the Amistad Hotel lobby to go for coffee. When we arrived at the cafe, we went to a table that had a briefcase and laptop on the seat. I suggested we find another table, however, Risa advised me that was in fact her briefcase and laptop. She had gone earlier to save the table and left it there to pick me up. Not a worry anyone would take it.

There is a story about 1m yen cash being left in a taxi and the driver spending time to find the owner. There was no question this wouldn’t be returned. There are many such stories of items being returned even if it takes days of intense efforts to find the owner.

We enjoy the courteous manner of the people here. They are quietly respectful, and you will not be hassled in any way. The Japanese are followers of rules. They follow rules absolutely.

It’s not one thing or experience – but Japan is a series of experiences that make the visit so interesting and memorable. The concept of caring and doing the extra well. The added value of everything.

To finish – Arigatō gozaimashita. Mata okoshi kudasai. = Thank you very much. Please come again.