Tag Archives: Customer service

Japanese toilet roadmap

Posted on by
13

Japan is all about convenience and customer service. These principles are even applied in the most lowly aspects of life, like for example using the toilet. Of course everyone knows the high-tech Japanese toilets with all the buttons, but what I saw in a roadside rest stop between Toyota City and Ise Jingu took things to a whole other level. This place had a ‘toilet roadmap’, which gave an overview of all the available toilets. It also included information about the facilities available in each particular stall, like the presence of a baby seat or if the toilet was high-tech or a traditional toilet where you have to squat. Amazing! And so convenient! I miss things like that from Japan.

japanese toilet directions

The information screen was conveniently located at the entrance of the restroom

japanese toilet directions

The board provides detailed information about all the facilities. The occupied stalls turn red.

Japanese women don’t put their purse on the ground

Posted on by
9

Have you ever noticed that Japanese women never put their purse on the ground? It seems like a pretty straightforward thing but it really drew my attention in Japan. When Japanese women are in a café or restaurant, they will sit a bit forward on their chair and place their purse behind them on the chair, rather than placing it on the ground. The give up the comfort of resting against the back of the chair, to ensure their purse keeps clean. Taking into account this preference, many establishments provide special baskets for women to place their purse in. Very considerate and an excellent example of Japanese customer service.

Japanese purse baskets

The woman on the left has placed her purse behind her on the chair. Below the chairs are suspended baskets, intended as a place to keep your purse.

japanese purse basket

Another café where they offer a convenient basket to keep your purse off the ground.

Only when I started noticing the Japanese habit of never putting their purse on the ground, did I start thinking about how Belgian women do put their purse on the ground sometimes and how dirty that actually is. Since then, I take care to never place my own purse on the ground.

This Japanese purse etiquette is a good illustration of the importance of cleanliness and purity in Japanese culture. When it comes to daily habits, I find the Japanese often have very sensible views on cleanliness. After I left Japan, it took some getting used to a few ‘dirty’ Belgian habits again, like wearing shoes inside the house and shaking hands with strangers.

 

Heating the outdoors

Posted on by
9

Customer service is extremely important in Japan. Sometimes this leads to situations that seem a bit excessive in my eyes, like the amount of packaging they use or that time we saw a heater placed outside in the open air, to accommodate waiting customers.

open air heater in Japan

A kerosene burner placed outside in the open air to help customers waiting to have lunch stay warm

In Japan, it is very popular to eat out for lunch. Since many restaurants have only very limited seating space, it is common to have to wait for a table at a good restaurant. If the restaurant is really small, it doesn’t have an indoor waiting area and customers have to wait outside. One cold January day around noon, we were waiting to have lunch at a restaurant in Hakone. There was a waiting area next to the restaurant, i.e. outdoors. To my great surprise, the staff had placed a kerosene burner in the waiting area. Although I was very thankful for this extra heat (it was so cold!), at the same time I felt a bit guilty about taking advantage of something that somehow felt a bit wasteful. The heater was pretty much attempting to heat the entire outdoors, which is of course futile. There was no tent, no enclosure, nothing that could even barely attempt to keep a bit of the heat localised.

outside heater in Japan

Such a cold day!

After having discussed the situation with some Belgian friends, they pointed out that in Belgium sometimes we also make a bonfire outdoors or restaurants place heaters on their terrace in winter to enable people to sit outdoors. While this is true, I still felt an initial shock at seeing this heater in Japan. It is not the first time that I have felt torn between my love of Japanese customer service and my desire to not be wasteful. I would love to hear about other people’s experiences and opinions on the matter! Have you ever felt the same? How do you deal with these things? Or is it a non-issue?

Japanese customer service: boxes and bags

Posted on by
11

The Japanese are masters of customer service. Shops are always thinking of new ways to make things more convenient for their customers. A good example of this is when we bought our rice cooker. It was a heavy machine in a big box. Rather than giving us a giant plastic bag, they attached a handle to the plastic wire around the box, which made it super easy to carry. I’d never seen such a thing in Belgium. Ah, the wonders of Japan!

Japanese box carrying device

Convenient handle for carrying boxes. So much easier and sturdier than a giant plastic bag!

Japanese box carrying device

Here’s a cute couple that happened to stumble into one of my pictures, carrying a box with a similar contraption.

There is something else that almost all shops do: when they give you a plastic bag, they attach a piece of tape below the handle to keep the bag closed. It makes the bag a lot easier to handle, especially when you are carrying several bags and are still trying to shop at the same time. Japanese people are so thoughtful!

taping the bag for convenience in Japan

Closing the shopping bag with a piece of tape makes it easier to carry and prevents object from falling out in case of vigorous movement.

taping the bag for convenience in Japan

Close up of the ingenious little piece of tape. It’s all in the details!

Some attentive readers pointed out that the purpose of the little piece of tape is also to prove that the product was paid for and to prevent theft by making it difficult to add unpaid items to the bag later on. Thank you everyone, for contributing and teaching me new things about Japan! 🙂