It’s a tall order to please visitors from a country like Japan where customers are routinely treated like God. No surprise that more often than not, disappointment is exactly what Japanese travelers feel when they venture abroad.
Not that Japan’s service is flawless. If I really want to pick nits, their service can be overly scripted, lacking in flexibility, and sometimes downright robotic. Still, the average level of service in Japan is unmatched anywhere in the world; servers are helpful, courteous, and laser-focused on anticipating the customer’s needs, albeit to an annoying fault sometimes.
Over the past 15 years, I have conducted numerous workshops on Japanese expectations of customer service for hundreds of employees working for Hawaii’s finest hotels. My message to them is always the same: Understand the wants and needs of your Japanese guests, but never, ever try to act Japanese. Then I add, just for effect, “If you try to act too Japanese, you’ll creep them out!” That usually drives home my point and gets a laugh in the process.
The delicate balance between making proper adjustments and being authentic is a sweet spot that’s tough to hit. The trick is understanding Japanese guests’ expectations, then making adjustments that come from a place of honesty. It’s a goal well worth pursuing. For just like the rest of us, the Japanese crave authenticity.
Today’s featured interaction analyzes key gaps in expectations that can drive a wedge between a Japanese guest and even the most well-intentioned service provider—without the provider realizing the guest was offended! (Miffed Japanese customers tend to not openly complain—while they quietly stew in their own juice.) The burden is on each service provider to decide how it wants its employees to deal with these gaps, but the disconnects must be understood before the organization can attempt to pursue that elusive sweet spot alluded to above.
This particular scenario happened before my very eyes at a luxury hotel in Hawai’i. I can assure you that the same scenario plays out every day in every context imaginable, certainly where Japanese international travelers are concerned. The chart below shows my analysis of the culture gaps below the surface.